scholarly journals EFFECT OF TANGIBILITY ON CUSTOMER SATISFACTION AMONG MICRO FINANCE BANKS CUSTOMERS IN KENYA

2021 ◽  
Vol 6 (2) ◽  
pp. 15-20
Author(s):  
Hakim Nyabundi ◽  
Victor Aliata ◽  
Alphonce Odondo
Keyword(s):  
Customer Satisfaction ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Target Population ◽  
Primary Data ◽  
Unique Contribution ◽  
Microfinance Institutions ◽  
Satisfaction Index ◽  
Markets And Institutions ◽  
Kisumu City

Purpose: Financial markets and institutions are central to the process of economic growth. The provision of credit has increasingly been regarded as an important tool for raising the incomes of populations, mainly by mobilizing resources to more productive uses. However, microfinance institutions in Kisumu City Kenya are still far off from reaching the required customer satisfaction index. The main purpose of the study was to establish the effect of tangibility on customer satisfaction among micro finance banks (MFB) customers in Kisumu City. Methodology: This study was anchored on a Market based theory; Survival based theory and the Expectancy Disconfirmation theory. A correlation research design was used. Study targeted 10,300 MFB customers in Kisumu City. A sample size of 370 MFB customers was drawn from the target population using simple random sampling technique. The study used primary data from questionnaires. Findings: The findings indicated that Tangibility is associated with 63.1% of the variation in customer satisfaction, an increase in tangibility affects customer satisfaction by 0.341. The correlation analysis to determine the effect of tangibility on customer satisfaction shows a significant correlation existed (r = 0.631, p < 0.05). This shows 63.1% of the variations on customer satisfaction are associated with tangibles. Unique Contribution to Theory, Practice and Policy: The organization needs to train employees on various aspects of tangibility. Systems should be in place that ensures certain aspects like security and quality are retained and improved throughout customers’ lifetime.

scholarly journals PROGRAM SERVICE RECOVERY UNTUK PENCIPTAAN KEPUASAN PELANGGAN DI ANGKUTAN KERETA API DAERAH OPERASI 2 BANDUNG

2016 ◽  
Vol 16 (1) ◽  
pp. 24
Author(s):  
Fitri Lestari
Keyword(s):  
Customer Satisfaction ◽  
Linear Regression Analysis ◽  
Service Recovery ◽  
Secondary Data ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Primary Data ◽  
Survey Method ◽  
Perceived Satisfaction ◽  
Recovery Program

The development modes of transportation in Indonesia led to competition in the various modes such as by land; sea and air were increasing. Railway is one mode of transportation, especially as the most dominated by the passenger in Bandung. Due to higher competition pattern, efforts were made to improve passenger satisfaction. Various complaints can occur, and will increase if not addressed promptly so that the company should seek to restore service (service recovery) that passengers are satisfied. This study was conducted to determine how the implementation of the program service recovery Argo Gede Train, perceived satisfaction of passengers and how much influence the program service recovery on customer satisfaction.The object of this research was Argo Gede Train passenger route Bandung-Jakarta. The independent variable in this study was a service recovery program (X), and the dependent variable was customer satisfaction (Y). The type of research was descriptive verification, through explanatory survey method with simple random sampling technique, and 100 respondents were analyzed by linear regression analysis. The data used in this study are primary data and secondary data, with data collection through interviews, direct observations, and questionnaires' research, and literature studies. The results showed in the service recovery program, has improved the accuracy of the biggest scores. The results showed that the service recovery program has the effect of 47.80% on customer satisfaction to note that the service recovery program has a significant impact on customer satisfaction.  Keywords: Service Recovery, Customer Satisfaction    

scholarly journals EFFECT OF FINANCIAL PLANNING AND WORKING CAPITAL MANAGEMENT ON THE PERFORMANCE OF FRUIT FARMING IN KENYA: A CASE OF MACHAKOS COUNTY

2018 ◽  
Vol 3 (1) ◽  
pp. 19
Author(s):  
Luciana Muthoki Nyamai
Keyword(s):  
Financial Planning ◽  
Sampling Technique ◽  
Target Population ◽  
Primary Data ◽  
Unique Contribution ◽  
Capital Management ◽  
Working Capital ◽  
Working Capital Management ◽  
Training Support ◽  
The Government

Purpose: The purpose of this study was to establish the effect of financial planning and working capital management on the performance of fruit farming. Methodology: Descriptive research and correlation research design were used in this study. The target population in this study was fruit farmers in Mwala Sub County in Machakos County who were 2702. Quota sampling technique was used and the sample size was 348. Primary data was collected using a questionnaire. Quantitative data was analyzed by use of descriptive and inferential statistics (correlation). Qualitative data collected was analyzed using content analysis technique. The findings of this study were presented in tables, charts and graphs. Results: The study established that financial plans have a positive and significant correlation with performance of fruit farming. Working capital management, too, was found to have a positive and significant correlation with performance of fruit farming. Unique Contribution to Theory, Policy and Practice: Based on these findings, the researcher recommended that the agricultural ministry in the county government need to train mango farmers on financial planning and have follow-up programs on the same. The study also recommended that the government, NGOS and investors whose interest lies in supporting farmers need to extend their training support to them. Further, financial institutions need to implement mechanisms for supporting the mango farmers financially.

ACCESS TO MICROCREDIT DETERMINANTS AND FINANCIAL PERFORMANCE OF SMALL AND MEDIUM RETAILING ENTERPRISES IN WAJIR COUNTY, KENYA

2017 ◽  
Vol 2 (6) ◽  
pp. 103
Author(s):  
Nasteha Kanyare ◽  
Dr. John Mungai
Keyword(s):  
Financial Performance ◽  
Random Sampling ◽  
Small And Medium Enterprises ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Target Population ◽  
Primary Data ◽  
Eligibility Criterion ◽  
To Come ◽  
Medium Enterprises

Purpose:  The purpose of the study was to establish the effect of determinants of access to microcredit on financial performance of retailing SMEs in Wajir County, Kenya.Methodology: The study adopted a descriptive survey research design. The target population comprised of all the 5000 retailing small and medium enterprises in Wajir County where the units of analysis were the SME owners. The study used stratified random sampling and simple random sampling technique to come up with the sample. The target population was stratified into 6 strata (the 6 sub-counties in Wajir County). Further, random sampling was used to select 146 SMEs from each sub-county. The study used primary data which was largely quantitative and descriptive in nature. The questionnaires were self-administered with the help of two research assistants. The data analysis was undertaken using SPSS Version 20 where the statistics generated included descriptive statistics and inferential statistics.Results: The study findings revealed that savings, meeting the eligibility criterion, loan structuring and some socio economic characteristics positively and significantly affected the financial performance of SMEs in Wajir County.Unique contribution to theory, practice and policy: the study recommended that SMEs should take the initiative to increase the amount they saved so that they could increase their borrowing capacity. The study also recommended that SME owners needed to take the initiative of ensuring that they were all the time able to meet the necessary requirements needed for obtaining loans especially their documentation, business and repayment plans and aim at ensuring that they acquired the necessary collateral. It was further recommended that MFIs needed to ensure that the loan structure presented to SMEs were favorable. The study also recommended that it was necessary for SMEs to expand/grow their asset base so as to increase the ability to repay the loans. They also needed to expand their networks especially within the financial institutions circles so that they could increase the trust the MFIs had on them and for easy considerations for loans.

scholarly journals KEPUASAN WISATAWAN DALAM PENGGUNAAN E-COMMERCE AGODA DALAM PEMESANAN HOTEL

2020 ◽  
Vol 8 (1) ◽  
pp. 61-70
Author(s):  
Suci Sandi Wachyuni ◽  
Kadek Wiweka
Keyword(s):  
Customer Satisfaction ◽  
Industrial Revolution ◽  
Brand Image ◽  
Secondary Data ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Tourism Industry ◽  
Primary Data ◽  
Emotional Factor ◽  
June July

The industrial revolution that entered the 4.0 phase encouraged the industry to innovate, where one of the developing industries was e-commerce. As part of the OTA (tourism industry), e-commerce, or especially Agoda offers not only products but also services. However, at the moment, Agoda can be said to be left behind if we look at the ranking of the top brand awards, 2019. Therefore this research intends to examine the satisfaction of tourists (consumers) in using Agoda for booking a hotel. The approach used in this research is descriptive quantitative, where primary data is collected through a questionnaire with indicators of customer satisfaction (Repurchase, Word of Mouth, Brand Image, Product Quality, Price, Service Quality, and Emotional Factor). The scale used is Likert (1-5), and the sampling technique used is probability sampling, which is simple random sampling with a total of 100 respondents. The secondary data is taken from Agoda's website, books, literature, and previous research. The study was conducted during June-July 2019. This study found that the average tourist was quite satisfied - satisfied with Agoda's services in booking hotels. However, to maintain its existence, Agoda needs to make efforts to attract tourists, especially in improving the Agoda brand image. Also, the cooperation partners, which are hotels, will have high confidence in marketing their hotels through Agoda. Furthermore, in terms of the marketing segment, Agoda is very firmly attached to the millennial generation in meeting accommodation needs. However, it is interesting to investigate further the purpose of booking this accommodation, whether for travel needs or other vacation concepts, like one of the popular concepts nowadays, "staycation".  This research is expected to provide information about service conditions and customer satisfaction using Agoda. So the results of this study can be useful not only for Agoda companies but also for other OTAs who offer similar products or services.   Keywords: kepuasan wisatawan, e-commerce, pemesanan hotel, online travel agent (OTA)

scholarly journals Assessment of Customers’ Relationship Management Practices on Customer Retention and Loyalty of Oromia Credit and Saving Share Company: Bule Hora City Branch

2021 ◽  
Vol 2021 ◽  
pp. 1-9
Author(s):  
Teshita Uke Chikako ◽  
Gemedi Tesfaye Hamu
Keyword(s):  
Management Practices ◽  
Relationship Management ◽  
Customer Retention ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Customer Relationship ◽  
Primary Data ◽  
Microfinance Institutions ◽  
The Status ◽  
Statistical Analysis Method

The main objective of this study was to assess customers’ relationship management practices of Oromia Credit and Saving Share Company, Bule Hora city branch in Bule Hora, Ethiopia. Customer relationship management (CRM) as a strategy has gained tremendous interest among researchers and practitioners in recent times. Thus, this study tried to assess the status and ways CRM has been put in for practice by Oromia Credit and Saving Share Company (OCSSCO). In addition, this study considers different CRM dimensions such as empathy, bonding and satisfaction, and responsiveness. To achieve the objective of the study, primary data were collected through a questionnaire from a sample of 246 Oromia Credit and Saving Share Company customers of Bule Hora city branch, Bule Hora, Ethiopia, by using simple random sampling technique. The data collected through the questionnaire were analyzed using descriptive statistical analysis method and inferential statistics by using SPSS version 20 as a tool of data analysis. The study clearly revealed that the four CRM dimensions are strongly related. Thus, from the perspective of customers as well as management bodies of the Oromia Credit and Saving Share Company, CRM has a significant influence on customer retention and loyalty of the organization. Generally speaking, microfinance institutions are in need of doing a lot of CRM-based customer-focused practices.

Relationship between Service Quality and Customer Satisfaction of Commercial Bank Customers, Nairobi Kenya

2016 ◽  
Vol 2 (5) ◽  
Author(s):  
Victor Lusala Aliata ◽  
Patrick B. Ojera ◽  
Jairo K. Mise
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Commercial Bank ◽  
Banking Industry ◽  
Sampling Technique ◽  
Target Population ◽  
Quality Model ◽  
Satisfaction Index ◽  
Negative Results ◽  
The Relationship

Marketing strategy remains a critical driver of customer satisfaction and competitiveness in the banking industry globally. Despite this, Commercial banks in Kenya are yet to attain required customer satisfaction levels. This is evident in the low average customer satisfaction index (CSI) which dropped from 67% in 2011 with a downward trend to 60% in 2015 way below the Kenyan Banking industry benchmark of 77%. Studies on the relationship between service quality and customer satisfaction revealed both positive and negative results. The main purpose of this study was to analyse the relationship between service quality and customer satisfaction of commercial bank customers in Nairobi, Kenya. The target population was 1,072,500 customers of commercial bank customers in Nairobi. A sample of 384 was drawn using proportionate stratified random sampling technique to constitute 242 Retail, 81 Business and 61 corporate customers. The results revealed that service quality significantly contributed to customer satisfaction at (β=.488, p less than .05). It was concluded that service quality contributes to customer satisfaction. The study recommends a more emphasis on improving and maintaining high service quality levels translating to customer satisfaction. Therefore the research provides a validated service quality model that can be used to clearly measure levels of service quality in relation to levels of customer satisfaction.

scholarly journals Customer Relation Practices and it's Impact on Customer Satisfaction in Travel & Tour Business (A Case Study of Kathmandu Valley)

2020 ◽  
Vol 9 (1) ◽  
pp. 34-40
Author(s):  
Kapil Khanal
Keyword(s):  
Customer Satisfaction ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Tourism Industry ◽  
Primary Data ◽  
Accurate Information ◽  
Structured Interviews ◽  
Travel Agents ◽  
Questionnaire Research

Objective: To understand customer relation practices of Travel & Tour Businesses and measure the customer satisfaction through survey. Methods and Materials: Customer relation practices were recorded through semi-structured interviews and observation of travel agencies in Kathmandu. Furthermore, 119 customer feedbacks from the three agencies were gathered. Feedback was gathered by using a questionnaire. Research is based up on primary data. Simple random sampling technique is used to collect data. Descriptive as well as explorative research designs were used to analyze the data. Results and Conclusion: "Details given to Clients" and "Accurate Information" are the first important factors for travel agents. Attraction of the place and recommendation of travel agent are insignificant. Travel & Tour Business is a part of Tourism Industry which is largest industry in Nepal.

scholarly journals EXPLORING LANGUAGE AS THE TOOL FOR RELIGIOUS LEADERS IN COUNTERING RADICALISATION AND RELIGIOUS EXTREMISM AMONG THE YOUTH IN EASTLEIGH, NAIROBI COUNTY

2019 ◽  
Vol 6 (12) ◽  
pp. 60-75
Author(s):  
GIVEMORE SHONHAYI
Keyword(s):  
Sampling Technique ◽  
Simple Random Sampling ◽  
Target Population ◽  
Primary Data ◽  
Religious Leaders ◽  
Religious Extremism ◽  
Security Personnel ◽  
The Social ◽  
The Government ◽  
Indispensable Tool

The gist of this study was to explore language as a tool for religious leaders in preventing and countering radicalisation and religious extremism among the youth.  This study emphasised on language an indispensable tool that religious leaders can use in curbing this recruitment which has claimed lives and has had economic repercussions. The study specifically assessed the collaboration between the Government of Kenya (GoK) and religious leaders in Eastleigh towards countering radicalisation and religious extremism among the youth and it proposes a common discourse that religious leaders could use in preventing radicalisation and religious extremism of the youth. The study was anchored by the Social Movement Theory (SMT). The target population comprised of the religious leaders, security operatives and youths in Eastleigh. The study implored simple random sampling technique. In total a sample of 100 respondents were randomly selected from the study site. The researchers collected primary data from the respondents by administering questionnaires (to the youth) and interview schedules on religious leaders and the security personnel. The data was analysed using quantitative and qualitative techniques. Quantitative data was analysed using Statistical Package for Social Sciences (SPSS) version 23 program while qualitative was analysed through narrative descriptions. The study findings established that among many other tools and means, language is key in curbing youth radicalisation and religious extremism. It also revealed that the Government of Kenya should directly engage the religious leaders on matters prevention of youth radicalization and religious extremism. The youth bemoaned lack of employment and political participation as the factors that pull them to radicalisation and religious extremism. They also want to be fully engaged in occasions where language is used between the GoK and Religious leaders.

scholarly journals Determinants of smallholder farmers’ participation in microfinance markets in Huye district, southern province, Rwanda

2021 ◽  
Vol 21 (07) ◽  
pp. 18319-18329
Author(s):  
Eularie Mutamuliza ◽  
◽  
K Vishwanatha ◽  
SR Mbaraka ◽  
Keyword(s):  
Financial Services ◽  
Smallholder Farmers ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Probit Analysis ◽  
Descriptive Statistics ◽  
Primary Data ◽  
Microfinance Institutions ◽  
Probit Regression ◽  
Southern Province

Microfinance markets play a significant role in enhancing socio-economic development of developing countries. In Rwanda, access to microfinance in financing agriculture is very important for future development. Despite this development, smallholder farmers still have limited access to institutional financial services. This study assessed factors that affect smallholder farmers’ participation in microfinance markets in three sectors of Maraba, Mukura and Ngoma in Huye district in Southern province of Rwanda. Primary data were collected using questionnaires and personal interviews. A total of 300 respondents were selected using a simple random sampling technique from participants and non-participants in microfinance markets. Data collected were analyzed through descriptive statistics and Probit regression model. Results from descriptive statistics revealed that major sources of income were farming and business activities. Findings revealed also that each household had an average of about five members with standard deviation of 1.901 and mean value of household land size of 1.87 ha with standards deviation of 0.758. Findings from Probit analysis revealed that household size, education, total annual income, cooperative membership, and household savings had a positive and significant effect on smallholder farmers’ participation in microfinance markets. Distance from microfinance institutions negatively influenced participation in microfinance markets. Households that were located far from to the microfinance institutions were less likely to participate in microfinance markets compared to those nearer to the institutions. This study recommends microfinance institutions in Rwanda to expand their financial systems to enable smallholder farmers access affordable agricultural finance. Further, there is need for microfinance institutions to create more awareness programs to help smallholder farmers get key information related to microfinance services. This is expected to influence smallholder farmers’ willingness to apply for microcredits for agricultural development. This will in the long-run help the smallholder farmers to adopt new practices and technologies thus increasing their agricultural production.

scholarly journals INFLUENCE OF PARTICIPATION IN PUBLIC DEBATES ON RESPONSIVE GOVERNANCE IN NAIROBI CITY COUNTY GOVERNMENT, KENYA

2021 ◽  
Vol 6 (1) ◽  
pp. 60-67
Author(s):  
Ndei Maina ◽  
Mike Iravo ◽  
Kepha Ombui
Keyword(s):  
Significant Relationship ◽  
Local Governance ◽  
Secondary Data ◽  
Sampling Technique ◽  
Target Population ◽  
Primary Data ◽  
County Government ◽  
Unique Contribution ◽  
Policy And Practice ◽  
Public Debates

Purpose- This study focused on establishing the influence of participation in public debates on responsive governance in Kenya. Its main objective was to establish the influence of participation in public debates on responsive governance in Kenya. Methodology- Descriptive research design and positivism research philosophy were adopted. The study focused on a target population of 680 respondents from Eighty-five wards within Nairobi County, and data was collected from the following groups of respondents; Civil society representative, religious representative, ward administration representative, youth representative, women representative, the special interest group representative, a representative of the citizens’ anticipating county services and a representative of the old aged residents were targeted. A sample size of 139 respondents was determined though purposive sampling technique. Primary data was collected through questionnaires and secondary data through published materials. Data was analysed through SPSS and presented in tables. Hypothesis testing was done through the use of t-test. F test (ANOVA) was also conducted to ascertain the difference between groups on study variable. Findings- The study found that participation in public debates had a positive and significant relationship with responsive governance. The study concluded that through participation in public debates citizens are able to support the incumbent leader to facilitate achievement of county goals.  The results from participation in public debates indicated that an increased Participation in Public Debates resulted to responsive governance. Correlation results revealed that Participation in Public Debates and responsive governance were positively and significantly related. Regression further showed that participation in public debates have a positive and significant relationship with responsive governance in Nairobi city county government in Kenya. Unique contribution to theory, policy and practice - The study recommended that there is need to establish forums to in order to enable citizens to engage directly in planning, policy making and monitoring service delivery.  Based on the study findings, the study recommends that there is need to establish, County, Sub-County and Ward Citizens Forums to enhance participation of residents in local governance. Originality/value – This paper fulfils an identified need understand how Participation in Public Debates can influence responsive governance.

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