Assessing service quality and Customer Satisfaction (A case of Co-operative Bank of Kenya- business research project
| Institution | Kisii National Polytechnic |
| Course | Business , hrm |
| Year | 3rd Year |
| Semester | Unknown |
| Posted By | MAKORI KERECHA |
| File Type | docx |
| Pages | |
| File Size | 188.48 KB |
| Views | 669 |
| Downloads | 0 |
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Description
COOP is struggling to improve and keep its service quality towards increase customers positive perceptions by providing and implementing like modern banking systems (core banking system, e-banking, mobile banking, and internet banking), technological instruments (ATM, POS) and other many banking services tools. However, there are some problems and difficulties observed on its service quality, handling of customers compliant, reliability, responsiveness and other services to apply effectively and efficiently as expected. (Co-operative bank of Kenya reviewed 2015/16 first quarter performance). In this regard, a research should be carried out on the service quality of COOP to fill the gap and give possible recommendation to make the customers more satisfied and the service delivery quality better.
In light of the above discussion, it is deemed essential for COOP to be fully aware of its customer satisfaction in relation with the service offered to them. If COOP does not asses the magnitude of its customer actual perceptions of the service and make appropriate measure the result may have a direct impact on customer defection. COOP in the banking industry of the country should pay more attention for service quality to meet their customer’s expectation.
Below is the document preview.
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CHAPTER TWO
Here we have market plan which contains customers, domestic customers, institution, government department, market share/size, competition, promotion and advertisement and many more
CHAPTER THREE
We have organization/management plan which contains the management team, organization charts, other personnel, recruitment, training and promotion, recruitment of employees, training, remuneration and incentives, licenses, permit and by-laws
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It contains production facilities and capacity, production strategy, process and regulations affecting operations. The process involves the steps to be followed in producing garments especially commercial paper patterns and offering services of high standard than competitors. Besides this, it also contains expenses incurred in the business with regulation affecting all operations with the premise.
CHAPTER FIVE
Contains financial plan, pre-operational costs, cash flow statement, Performa, balance sheets, break even analysis and even others which have been indicated in table contain chapter five
The financial statement helps to compare the performance of the business with another business. The interpretation will also enable the business to compare the current performance and also predict the future.
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Here we have market plan which contains customers, domestic customers, institution, government department, market share/size, competition, promotion and advertisement and many more
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It contains production facilities and capacity, production strategy, process and regulations affecting operations. The process involves the steps to be followed in producing garments especially commercial paper patterns and offering services of high standard than competitors. Besides this, it also contains expenses incurred in the business with regulation affecting all operations with the premise.
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Contains financial plan, pre-operational costs, cash flow statement, Performa, balance sheets, break even analysis and even others which have been indicated in table contain chapter five
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Here we have market plan which contains customers, domestic customers, institution, government department, market share/size, competition, promotion and advertisement and many more
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We have organization/management plan which contains the management team, organization charts, other personnel, recruitment, training and promotion, recruitment of employees, training, remuneration and incentives, licenses, permit and by-laws
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It contains production facilities and capacity, production strategy, process and regulations affecting operations. The process involves the steps to be followed in producing garments especially commercial paper patterns and offering services of high standard than competitors. Besides this, it also contains expenses incurred in the business with regulation affecting all operations with the premise.
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Here we have market plan which contains customers, domestic customers, institution, government department, market share/size, competition, promotion and advertisement and many more
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We have organization/management plan which contains the management team, organization charts, other personnel, recruitment, training and promotion, recruitment of employees, training, remuneration and incentives, licenses, permit and by-laws
CHAPTER FOUR
It contains production facilities and capacity, production strategy, process and regulations affecting operations. The process involves the steps to be followed in producing garments especially commercial paper patterns and offering services of high standard than competitors. Besides this, it also contains expenses incurred in the business with regulation affecting all operations with the premise.
CHAPTER FIVE
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CHAPTER FOUR
It contains production facilities and capacity, production strategy, process and regulations affecting operations. The process involves the steps to be followed in producing garments especially commercial paper patterns and offering services of high standard than competitors. Besides this, it also contains expenses incurred in the business with regulation affecting all operations with the premise.
CHAPTER FIVE
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