The perception of managers on satisfaction of retail customers at the Kenya Commercial Bank

Abstract

Customer satisfaction is an important element of banking strategy in today‟s increasingly competitive environment. Bank management must identify and improve upon factors that can increase the level of customer satisfaction hence limit customer defection. These include employee performance in terms as to how they treat the customers, accessibility and simplicity of the banks‟ services, products and technology, reliability of the services and turnaround tome amongst other factors. Furthermore customer satisfaction can be increased through adjustment of bank charges on various products and services. This study sought to identify the factors that influence level of customer satisfaction with the bank as perceived by managers. Descriptive survey was used for the study. A sample size of 50 managers was selected a issued with questionnaires. A response of 41 out of 50 was attained. Descriptive statistics was used to analyze the data. The findings indicate that most managers perceive that the most important factors influencing customer satisfaction to access to services and products, length of queues and time that customers‟ have to wait before they are served. The study also identified areas that need to be improved on with the main one being the turnaround time. If the bank were to improve on this factor then level of customer satisfaction will improve.