...GROWTH AND RISK FOR COMPANIES LISTED AT THE NSE | MURIITHI ERIC | THE RELATIONSHIP BETWEEN CORPORATE GOVERNANCE PRACTICES AND FINANCIAL AND FINANCIAL PERFORMANCE OF INVESTMENT BANKS IN KENYA | NICHOLAS KIPYEGOMEN CHEPKOIWO | FACTORS AFFECTING THE DEVELOPMENT OF EMERGING CAPITAL MARKETS. THE CASE OF NAIROBI STOCK EXCHANGE | KIPKURUI KIMOSOP | THE RELATIONSHIP BETWEEN CORPORATE GOVERNANCE AND FINANCIAL PERFORMANCE OF INSURANCE COMPANIES IN KENYA | OMENDA CHRISTOPHER ODHIAMBO | EFFECT OF STOCK SPLITS ON STOCK LIQUIDITY OF COMPANIES QUOTED AT THE NSE | GEORGE MARTIN NZIVE KASYOKA | THE USE OF STRATEGIC POSITIONING TO ACHIEVE SUSTAINABLE COMPETITIVE ADVANTAGE AT SAFARICOM LIMITED | MUTIE PETER KIOKO | RELATIONSHIP BETWEEN PRIOR PERIOD DIVIDENDS AND FINANCIAL PERFORMANCE OF FIRMS LISTED AT THE NSE | EVANS ODHIAMBO OYIEYO | BALANCE SCORE CARD AS A STRATEGIC MANUFACTURING INDUSTRY IN KENYA | SAMBA STEPHEN MIDEGA | INVESTIGATION OF CAPACITY MANAGEMENT STRATEGIES AND THEIR INFLUENCE ON SERVICE QUALITY: CASE OF NAIROBI SUPERMARKETS. | LUCY MUTHEU KIILU | CAUSES OF INDUSTRIAL DISPUTE IN GARMENT FACTORIES AT THE ATHI RIVER EXPORT PROCESSING ZONES, KENYA | JENIFFER N. MULI | THE RELATIONSHIP BETWEEN HOUSE PRICES AND MORTGAGE CREDIT IN KENYA | LOISE KINYUA WANJIRU | STRATEGIC RESPONSES OF EQUITY BANK TO FRAUD RELATED RISKS | DOMSIANA ANYANGO ONYANGO | THE RELATIONSHIP BETWEEN FINANCIAL PERFORMANCE AND INVESTMENT STRATEGIES OF PENSION FUNDS IN KENYA | MARGARET W. GICHANE...
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...The chapter analyzed the literature related to Sacco’s in Kenya. It briefly established the background of the Co-operative Movement market environment in which Afya Sacco Society operates and the impact of those factors that influenced on its financial capacity in service delivery. Here are some of the selected factors that were found to impact on the financial capacity of Saccos and investigated; poor corporate governance, innovation and technology, dwindling membership, competition from mainstream banks and government policies. 2.2 Theoretical background Customer retention and customer retention marketing are key components in maintaining a profitable business. The goal of customer retention marketing is to convert first-time or occasional buyers into loyal, long term customers. And to accomplish this, a business needs to understand what it is that converts the occasional or first-time buyer into a loyal customer. Through customer retention marketing, businesses are able to uncover what it is that makes this conversion happen. Customer retention marketing is more than just an important consideration; it is often the difference between loyalty and defection. Businesses and in this case Afya must have the most up-to-date and useful information on customer retention marketing (Duggan 2006). For any organization to compete favorable it must constantly reinvent itself and also adopt new ways and technology of doing things. Innovation could be in the form of new products which...
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...Value of Customer Loyalty Yang, 2004 mentioned that the customer loyalty can be generated through improving customer satisfaction and offering high product or service value. He further suggested that the firms may focus on five key dimensions to identify the customer loyalty by providing quality customer services, performing the service correctly by executing transactions accurately, providing an appropriate range and offering features to target customers and ease of use and security or privacy. Previous studies Service Quality in the banking sector: the impact of technology on service delivery (Joseph, McClure and Joseph, 1999). The study examined the role that technology plays in Australian banking and its effect on the delivery of the perceived...
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...Independent University, Bangladesh A Research Proposal on Factors Influencing the Adoption of Internet Banking Prepared By Shawkat Zaman ID: 1130260 An Internship Report Presented In Partial Fulfillment Of The Requirements of the Degree Bachelor of Business Administration INDEPENDENT UNIVERSITY, BANGLADESH JANUARY 2015 A Research Proposal on Factors Influencing the Adoption of Internet Banking Prepared By Shawkat Zaman ID: 1130260 Has been approved January 2015 _______________ Mr. Parvez Ahmed Sharif Lecturer School of Business Independent University, Bangladesh Letter of Transmittal Mr. Parvez Ahmed Sharif Department of MIS Faculty of Business Studies Independent University, Bangladesh. Subject: Letter regarding submission of Internship Report on Factors Influencing the Adoption of Internet Banking. Dear Sir, Here is the report on “Factors Influencing the Adoption of Internet Banking” you asked me to conduct on the beginning of the Internship. In this assignment, I have tried to focus some key aspects of Internet Banking Services. While preparing this report, I tried my level best to follow your instructions and the instructions that have given to me by my organization supervisor. I appreciate having this assignment. I prepared this assignment with sincerity and serious effort. Thank you for providing me the opportunity to prepare this. I am really grateful to you for giving me the scope to prepare this report...
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...Discussion Paper No. 109 CUSTOMER SATISFACTION: A STUDY OF BANK CUSTOMER RETENTION IN NEW ZEALAND David Cohen1 Christopher Gan2 Hua Hwa Au Yong3 and Esther Choong4 March 2006 1 Commerce Division, PO Box 84, Lincoln University, Canterbury, New Zealand, Tel: 64-3-3252811, Fax: 64-3-325-3847, cohend@lincoln.ac.nz Corresponding Author, Commerce Division, PO Box 84, Lincoln University, Canterbury, New Zealand, Tel: 64-3-325-2811, Fax: 64-3-325-3847, ganc1@lincoln.ac.nz Department of Accounting and Finance, Faculty of Business and Economics, Monash University, Victoria 3800, Australia, Tel: 61-3-9905-5178, Fax: 61-3-9905-5475, Email: HueHwa.AuYong@BusEco.monash.edu.au Standard and Chartered Bank, Kuala Lumpur, Malaysia, Email: mcc9999@gmail.com 2 3 4 Commerce Division Discussion Paper No. 109 CUSTOMER SATISFACTION: A STUDY OF BANK CUSTOMER RETENTION IN NEW ZEALAND David Cohen Christopher Gan Hua Hwa Au Yong and Esther Choong March 2006 Commerce Division PO Box 84 Lincoln University CANTERBURY Telephone No: (64) (3) 325 2811 extn 8155 Fax No: (64) (3) 325 3847 E-mail: ganc1@lincoln.ac.nz ISSN 1174-5045 ISBN 1-877176-86-9 Abstract Customer retention is an important element of banking strategy in today’s increasingly competitive environment. Bank management must identify and improve upon factors that can limit customer defection. These include employee performance and professionalism, willingness to solve problems, friendliness, level of knowledge...
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...successful venture customer relationship management (CRM) is to recognized as a widely acceptable concept. In simple words to understand CRM we can consider it another name for the banker customer relationship. Macro-economic factors like globalization, liberalization and modernization has given it a new form. Today’s CRM requires real time interaction than that of the earlier times. Focus of various banks has changed from attracting customers to retaining as well as attracting new customers. Ensuring safety and at the same time efficiently utilizing resources is need of hour.The report presented is an initiative to address the issues and status of CRM with focus on evolution and background of this concept. How the technology has helped CRM in new age banking is also discussed here. | CRM IN NEW AGE BANKING | VIVEK SHARMA 10BSPHH011019 SECTION: C CONTENTS 1. Abstract 2 2. Introduction 3 3. Evolution of CRM 4 4. Customer relationship management 5 5. Overview of Indian banking sector 7 6. CRM in new age 12 7. Role of IT in CRM implementation 14 8. Present scenario 18 9. Conclusion 20 Abstract The pulse of this era says that for a successful venture customer relationship management (CRM) is to recognized as a widely acceptable concept. In simple words to understand CRM we can consider it another name for the banker customer relationship. Macro-economic factors like globalization...
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...The Effect Of Customer Relationship Management (CRM) On Customer Satisfaction In Banking Sector by Abdelmenam Ahmed Deghady Supervisor : Dr. Ashraf Labib Table of Content CHAPTER 1 : INTRODUCTION................................................................................................3 1.1 Introduction..........................................................................................................................................................4 1.2 Research Problem.............................................................................................................................................5 1.3 Study Hypothesis................................................................................................................................................5 1.4 The study variables.............................................................................................................................................6 1.4.1 Independent variables.............................................................................................................................6 1.4.2 Dependent variables................................................................................................................................6 1.5 Research Objectives...........................................................................................................................................6 CHAPTER 2 : Research Methodology...
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...Customer loyalty is widely accepted by marketers as being something that's worth nurturing, with many renowned analysts and researchers repeatedly showing the value of loyalty programmes in terms of greater spending and satisfaction, more profitable customer behaviour, reduced defection levels, and unique competitive advantages. But what are the main business factors that directly influence the loyalty of your customers? According to Peter Clark, co-editor of The Wise Marketer and co-author of The Loyalty Guide report series, there are six major factors that play key roles in influencing the loyalty and commitment of customers: In this article, we've drawn guidance from many of the 36 chapters of The Loyalty Guide Volume II, to offer practical insights into the workings of customer loyalty programmes and the ways in which they can positively influence shoppers' behaviour toward the company. The result is that customer retention is not only increased but customer lifetime value and profitability are also likely to increase significantly thanks to longer-lasting and more relevant customer relationships. This article is copyright 2007 TheWiseMarketer.com). Factors influencing loyalty Looking in more detail at the major factors that influence consumers' loyalty - not only to retailers but also to suppliers in all sectors, including business to business (B2B) - the six key areas of focus identified in the report can be summarised as follows: 1. Core offering The companies that...
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...CURRICULUM VITAE [pic] [pic] P.O. BOX 62000 - 00200, NAIROBI KENYA e-mail: wguyo@jkuat.ac.ke PHONE: +254-722-593525 warioguyo@gmail.com PERSONAL INFORMATION Sex: Male Date of birth: 11th.May.1975 Nationality: Kenyan ID No. 12754448 Marital Status: Married Religion: Muslim CAREER OBJECTIVE To work in a challenging and dynamic position in an area of Professional Human Resources training, development and Knowledge management, with a view of integrating creativity, team work and research to provide practical way forward that will map comprehensive strategies for human capacity development PERSONAL PROFILE • Good communication and interpersonal skills with ability to relate to people at all levels. • Ready to learn and take instructions. • Strong team leadership character, trustworthy and reliable personality. • Excellent endurance and ability to work under pressure and dead lines. • Able to mix and socialize quickly with people of diverse cultures and background. • Strong ambitions for success with equally focused determination and stamina to achieve. EDUCATIONAL BACKGROUND Date Institution/Award 2007 – 2012 Jomo Kenyatta University of Agriculture and Technology, School for Human Resource Development. Doctor of Philosophy in Human Resource Management 2005 – 2007 Jomo Kenyatta University of Agriculture and...
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...Date: 18 August 2014 Title: Factor that influence services quality in the Islamic banking system in Malaysia Student name: Tai Yen Ying Doris Student ID: Scm-014993 Course: Bachelor In Business Management Content Pages 1. Cover pages 1 2. Content 2 3. Abstract 3 4. 1.0 Introduction 3 5. 1.1 Research Background 3 6. 1.2 Problem statement 5 7. 1.3 Research Question 5 8. 1.4 Research objectives 6 9. 1.5 Significance of study 6 10. 1.6 Scope of study 7 11. 1.7 Dissertation Outline 8 12. 2.1 Introduction 8 13. 2.2 Defining topic 9 14. 2.3 Defining element in the framework 15. 2.3.1 Customer satisfaction 12 16. 2.3.2 Customer loyalty 14 17. 2.3.3 Customer perception 15 18. 2.3.4 Switching cost 16 19. 2.4 Theories 17 20. 2.5 Proposed Framework 19 21. 3.1 Introduction 20 22. 3.2 Research hypothesis 20 23. 3.3Research Equation 20 24. 3.4 Operational Definition 21 25. 3.5 Measurement 22 26. 3.6 Data collection 25 27. 3.7 Data analysis 27 28. Conclusion 28 29. References 29 Abstract This research is to determine the factors explaining the service quality in the...
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...REVIEW The researcher will review existing literatures on customer service in the banking industry of Ghana. This chapter takes a look at the various variables that may influence important customer service amid fierce competition from the perspective of some writers and researchers. It starts with profile of the banking industry under study through to the importance and nature of the customer practices, Customer Satisfaction, Retention and Customer Loyalty, Customer Relationship Building and its practical implications for the study. THE BANKING INDUSTRY During the past decade, the financial sector in Ghana has undergone major changes mainly through the financial sector structural adjustment programme as part of the economic recovery programme. Moreover, globalisation, mergers and acquisitions, and the emergence of new technologies have contributed dramatically to stiffer competition and pressures on profitability (Amoako 2012) Before the 1950s, the number of bank accounts in Ghana was very few and what mattered most was the personal contact between the Bank Manager and his customers. There was hardly any urgent demand for information because of the low volumes of transactions. This made it possible to satisfy customers with manually kept records. Thus the majority of banking services were performed using manual operations and personal contact with customers without much information transfer and handling of customer data. As commercial activities increased and people developed...
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...By: Ernest Halili | Customer Relationship Management in Banking Industry and its Implementation Issues | For: Research Methods: Literature Review | Words: 1016 | Abstract The war between companies for customers is getting tougher every day. Companies need to find other ways and methods in order not only to attract new customers but more importantly to retain the existing ones. In order to do so, companies are always looking for the best alternatives than can be offered to their customers; thus trying to engage customers to long-term relationships through offering them products and services that they need the most. One of the best ways to achieve that is by starting to implement the Customer Relationship Management (CRM) strategy. Through this strategy companies will be able to acquire long term benefits, bigger customer base and a safe business future and this is exactly what this paper will show us. Here we are going to talk about CRM issues (barriers) and its implementation ways in banking industry. Many banks try to implement it; some of them fail to do it because they fail to execute its process correctly or lack management cooperation. The others that succeed construct a clear plan and train their employees effectively in order to execute it. More details about this research topic, how it works and how it fails, will be discussed. Table of Contents Abstract 2 Table of Contents 3 Introduction 3 Literature Review 4 CRM in Banking Industry 4 ...
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...Factors influencing Adoption of Mobile Banking in India Business Research Methods By, Group 5 Section B Sr. No 1 2 3 4 5 6 7 Name Raagul S N Viswanathan Muthu Ritesh Jain Karan Daga Anshul Gupta Debajib Das Ankur Bordoloi Roll Number 12DM-108 12DM-181 12IT-015 12FN-61 12HR-04 12DM-49 12IB-11 Group 5, Section B, Institute of Management Technology, Ghaziabad, PGDM 12-14 Page 1 Executive Summary: This study was conducted with the aim of identifying the factors affecting the adoption of mobile banking by the mobile users. It has been identified that variables like speed of the transaction through mobile, Mobility access, functions provided by mobile banking, ability to learn, perceived cost, perceived utility, perceived Risk etc play important role in the adoption rate of mobile banking. With the convergence of banking services and mobile technologies, users are able to conduct banking services at any place and at any time through mobile banking. The increasing ownership of smartphones in India and rest of the world has made this service accessible to large masses. For banks, mobile banking vis a vis other traditional forms of banking is a highly preferred channel as it cuts down on costs in the long run. Also it provides a highly convenient option to customers as they can carry out their banking transactions at a click of a button wherever they like. To realize this win-win situation, it becomes highly important to identify the key factors affecting the adoption of...
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...Life time value of a customer: Concept and Application Introduction In today’s dynamic business world of changing face of customers is a challenge to reckon with. Companies are increasingly faced with the task of keeping track of their customers, maintaining consistency within the organization and satisfying needs so as to enjoy continued patronage. It’s requirement to build and maintain successful individual-level customer relationships in order to maximize profitability and ensure customer loyalty for future profitability. Relationships with customers are not always secure. It is difficult to predict for how long the customer is going to stay with a firm in a non-contractual setting. Customer management strategies are aimed at addressing the needs of every customer and by developing a one-on-one relationship with them Companies’ outlook can be broadly categorized into two types namely, Product-centric and Customer-centric. Product-centric firms concentrate more on their product line and therefore on increasing the product line for customers. In marketing, the economic value of a customer during the life of the customer's association with a business. An estimate of customer lifetime value allows a business to determine the amount of money that can be spent on acquiring and retaining a customer .The shareholder value and the customer lifetime value approach are conceptually and methodically analogous. Both concepts calculate the value of a particular decision unit by discounting...
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...SURVEY OF THE FACTORS INFLUENCING CUSTOMER SATISFACTION IN ORGANIZATIONS WITHIN THE BANKING SECTOR IN KENYA ONE: INTRODUCTION 1.1 Background to the study Customer satisfaction within the banking institution is measured by many factors, which may or may not be quality related and is the key determinant as to whether a customer will be loyal to the baking service provider (Taylor and Baker, 1994). Satisfied customer will refer other to the same services by word of mouth. In the contrary, unsatisfied customers will seek better service elsewhere, give negative reference to the poor service provider, and blame their former service providers. Therefore, banks must aim at fostering long-term relations with their customers (File and Prince, 1992). Banks need to proposition their services from the operational to marketing aspects such as retail, business and corporate banking, insurance and investment. In order to satisfy each type of customer segments, the banks prefer to subdivide the tasks in different divisions. The Commercial bank of Africa and Barclays banks are examples of diversified banking institution which have been successful in satisfying customer needs even during current global market adjustments (Qin & Prybutok, 2009). In Kenya, customer satisfaction is a bank’s strategy for increasing revenues, since it signifies the retention of customers which is much economical than drawing new customers. There are varied views about what satisfies a customer, given the...
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