SERVICE DELIVERY PRACTICES AND PERFORMANCE OF SELECTED BANKS IN NAIROBI COUNTY, KENYA
Mulki Bulle Omar - Master of Business Administration, Kenyatta University, Kenya
Dr. James Kilika - Lecturer, Department of Business Administration, School of Business, Kenyatta University, Kenya
ABSTRACT
Banking industry offers distinguished services that facilitate the transfer of cash between countries, and at the same time ensuring that borrowers and savers do business in a well-structured manner. Empirical evidence on the relationship between service delivery practices and performance of banks in Kenya is very scanty. In general the objective of the study was to determine the relationship of service delivery practices especially service culture, employee engagement, the quality of service and satisfaction of the customer on performance of commercial banks. A research design which was descriptive in nature was adopted to investigate this linkage. Through random stratified sampling a 100 employees were selected as the sample size. Data collection was done using questionnaires using drop and pick later method. Both descriptive and inferential statistics were done in analysis of the data. Where descriptive included tables, graphs, frequency distribution tables and percentages and regression model for inferential analysis using SPSS. The findings revealed that there was a significant association between quality in service, service culture employee engagement and performance of chosen banks in Nairobi County, which led to the conclusion that service quality, service culture, employee engagement and consumer loyalty have a positive and a significant effect on performance of chosen banks in Nairobi County. The study recommended that quality service in the business industry is crucial to its overall performance especially in the long run, despite the dynamic shifts in the current global market, the business has to deliver quality over and above its competitors in order to stay relevant in the quest to satisfy the wants and needs of their customers. The findings revealed that there was a significant association between service quality, service culture, employee engagement, consumer loyalty and performance of chosen banks in Nairobi County. Based on the findings above the study concluded that service quality, service culture, employee engagement and consumer loyalty have a positive and a significant effect on performance of chosen banks in Nairobi County. The study recommends better organizational culture since the focus has now shifted from leverage to standards, values and culture both inside and outside the banking industry. Banks are recommended to value the impression they give to the customer and value their opinion since the customer forms the base of all the operations and establishes the longevity of the firm.
