Operational Uncertainties and Service Quality in Commercial Banks in Kenya

Abstract

This was a survey of the operational uncertainties and service quality in commercial banks in Kenya which are characterized by a high degree of uncertainty in their contemporary service processes due to the diversity of customer demand and tendency of customers to participate in the performance of the service. The aim of the study was to establish the operational uncertainties and their effect on service quality in Kenyan Commercial Banks. The specific objectives were; to establish the extent to which the forms of operational uncertainty affect service quality in commercial banks in Kenya; to establish the effect of endogenous operational uncertainty on service quality in commercial banks in Kenya; and to establish the effect of exogenous operational uncertainty on service quality in commercial banks in Kenya. The study used a descriptive research design. The population of interest comprised of all commercial banks in Kenya and Data was collected using a questionnaire and analysed using descriptive statistics. The factor analysis methodology was further used to explain the interrelationships between the observed variables. The extracted factors were thus taken as salient uncertainty factors that are associated with possible poor service quality outcomes among commercial banks in Kenya. The findings revealed that Kenyan Commercial Banks have a clear structure of risk and uncertainty accountability in handling customer information as such this was the only factor which had no effect on customer service quality. The rest of the hypothesized factors mostly show that both exogenous and endogenous have direct positive effects on service quality, with a few exceptions on internal uncertainty factors such as technology, process and skills. Evidence from statistics further suggests that banks pursue an active risk and uncertainty strategies to manage the endogenous uncertainties thereby ensuring high quality customer service. The study however, recommended that banks should put in place strategies to deal with the impact that shifts in exogenous uncertainties causes as this was noted to be exerting pressure on the banks quest to offer quality service. This for instance includes various legislations as implemented by the government from time to time, which if not managed well plus other Bills as may be passed by the government will eventually lead to increased dissatisfaction for account holders as the increased costs is going to be passed directly to them thus affecting the quality intended. The government should manage the economic uncertainties through reducing the high inflation rates and enhancing the business environment. Bank management should also be able to predict the economic trends and develop counter actions to protect their customers and offer them quality services. The benefits will certainly be conducive toward improving customer service performance in support for more efficient operational uncertainty management leading to the success of businesses as a whole. Key Words: Operational Uncertainty, Service Quality and Commercial banks