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Relationship between Customer Service Innovation and Customer Satisfaction in the Banking Industry: A Case Study of Kenya Commercial Bank
| Content Provider | Semantic Scholar |
|---|---|
| Author | Owano, Lucy Atieno Alala, Ondiek B. Musiega, Doouglas |
| Copyright Year | 2014 |
| Abstract | The aim of this research is to investigate the relationship that exists between service innovation and customer satisfaction in the banking sector. The study has analyzed the relationship between customer service innovation and customer satisfaction as the background of the problem by following up on the causes of customer satisfaction in the banking industry under the study and how it is affecting their reputation. The research further justifies the study and its significance as customer service innovation is one of the major changes brought about by competition and technological changes. In the research, limitations of conducting the study have been put on perspective and how they will be countered. Banks in Kenya have continuously invested in service innovation practices to be able to satisfy their customers. The level of innovation varies from Bank to Bank and service to service. Customer service innovation has been explained under three outlooks including innovation in services as new or improved service products, innovation in service processes as new or improved ways in designing and producing services and finally innovation in service firms, organization and industries. Customer satisfaction is used as a measure of how products and services supplied by a company meet or surpass customer expectation and it is seen as a key performance indicator within businesses. This research has sought to determine the customer service innovative practices in the Banking Sector and to establish the relationship that exists between customer service innovation and customer satisfaction in the banking sector. Primary data will be collected using a semi structured questionnaire, designed to be completed by respondents who are customers and staff of Kenya commercial bankKencom branch. The data has been checked for completeness and analyzed using descriptive statistics. |
| Starting Page | 22 |
| Ending Page | 31 |
| Page Count | 10 |
| File Format | PDF HTM / HTML |
| DOI | 10.6084/m9.figshare.1119033 |
| Volume Number | 16 |
| Alternate Webpage(s) | http://www.iosrjournals.org/iosr-jbm/papers/Vol16-issue6/Version-1/D016612231.pdf |
| Alternate Webpage(s) | https://doi.org/10.6084/m9.figshare.1119033 |
| Language | English |
| Access Restriction | Open |
| Content Type | Text |
| Resource Type | Article |
