THE EFFECT OF COMPLAIANT HANDLING PRACTICE ON CUSTOMER SATISFACTION IN THE CASE OF CO-OPERATIVE BANK OF KENYA- BUSINESS RESEARCH PROJECT
| Institution | Kimathi Institute of Technology |
| Course | Business , hrm |
| Year | 3rd Year |
| Semester | Unknown |
| Posted By | MAKORI KERECHA |
| File Type | docx |
| Pages | |
| File Size | 141.77 KB |
| Views | 362 |
| Downloads | 0 |
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Description
The aim of this study is to assess complaint handling practice of Co-operative Bank of Kenya. The population of the study consisted of two branches customers of Co-operative Bank of Kenya Nairobi Region and employee of Co-operative Bank of Kenya in the branches. The study uses convenient sampling technique to select the target population for questionnaire. Quantitative data were gathered through questionnaire. 199 questionnaires was distributed and 175 questionnaires have been collected, Statistical Package for Social Science (SPSS 20) software, were used to examine the data and achieve its objectives. The collected data was analyzed through descriptive statistics such as percentage, frequency; means and Standard Deviation was applied. Finally, the research finding identified the main source of complaints, assure the bank recruitment and training delivery for complaint officer are not good and enough. In addition, the bank recording keeping process of the bank was not good. Based on the findings, the study recommended that management of Co-operative Bank of Kenya better to identify the frequent sources of complaints, to give attention to hiring and assigning the necessary staff for complaint handling and to improve the recode keeping and develop a complaint recording system.
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