Analysis of Customer Service Offered by Kenya ' S Commercial Banks

Abstract

The primary objective of this study was to investigate how customers and employees in the banking sector perceive customer service offered by Kenya' s commercial banks and to determine the relationship between the criteria used by customers and bank management in judging of service delivery in the commercial banking sector. The researcher was prompted into undertaking this study by the numerous complaints by customer on quality of service offered in banks, some of which have been published in the dailies and by prior experience in working in the banking sector . Further there has also been a move by some banks to put in place measures that are geared towards improving quality of service delivery. This also helped trigger the researcher into undertaking this study................................................................................