EFFECT OF NEW PRODUCT DEVELOPMENT ON CUSTOMER SERVICE QUALITY IN COMMERCIAL BANKS IN NAIROBI COUNTY
EFFECT OF NEW PRODUCT DEVELOPMENT ON CUSTOMER SERVICE QUALITY IN COMMERCIAL BANKS IN NAIROBI COUNTY
Zachary Mugambi - Student, Masters of Business Administration, Egerton University, Kenya
Petronilla Akinyi Oduor - Lecturer, Egerton University, Kenya
ABSTRACT
This study set out to establish the effects of new product development on customer service quality in commercial banks in Nairobi County. The study was anchored on total quality management theory. This study adopted a cross sectional survey design targeting 164 senior customer service executives from the commercial banks in Nairobi County, Kenya and census was adopted. Questionnaire was administered to the respondents to collect primary data that was a piloted prior to data collection to determine validity and reliability. The findings were analyzed through Statistical Packages for Social Sciences using means, standard deviation and regression analysis and presented through tables and figures. The study established that new product development positively influenced service quality. The study concludes that new product development significantly enhanced service quality. The study recommends that product development managers of the commercial banks operating in Kenya should invest more resources in development of new products so as to enhance customer service quality. The top management team of the commercial banks operating in Kenya should focus more on new product development when deciding on the overall strategy of enhancing customer service quality.
