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
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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.
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