Role of training staff in customer satisfaction in the banking sector : (Record no. 86493)

MARC details
000 -LEADER
fixed length control field 02328nam a22002057a 4500
003 - CONTROL NUMBER IDENTIFIER
control field KE-MeUCS
005 - DATE AND TIME OF LATEST TRANSACTION
control field 20240308121233.0
008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION
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020 ## - INTERNATIONAL STANDARD BOOK NUMBER
International Standard Book Number
022 ## - INTERNATIONAL STANDARD SERIAL NUMBER
Source
040 ## - CATALOGING SOURCE
Transcribing agency KE-MeUCS
Modifying agency KE-MeUCS
050 ## - LIBRARY OF CONGRESS CALL NUMBER
Classification number HF5415.5.G5 2015
100 ## - MAIN ENTRY--PERSONAL NAME
Personal name Githinji, Daniel Wachira
245 ## - TITLE STATEMENT
Title Role of training staff in customer satisfaction in the banking sector :
Remainder of title a case of Equity Bank in Central Rift region, Kenya/
Statement of responsibility, etc Daniel Wachira Githinji
260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT)
Place of publication, distribution, etc Meru:
Name of publisher, distributor, etc Daniel Wachira Githinji,
Date of publication, distribution, etc 2015.
300 ## - PHYSICAL DESCRIPTION
Extent xi,73p.
500 ## - GENERAL NOTE
General note Includes Reference and Appendix
520 ## - SUMMARY, ETC.
Summary, etc The study was set to find out the impact of training on customer satisfaction. Regulatory change slow economic growth and tightened margins, banks today are increasingly focused on their most important stakeholders (their customers). The study aimed to identify the gaps in training on four objectives which entailed, adequacy customer satisfaction training, timeliness of customer satisfaction training, relevance of customer satisfaction training and perception of employees towards customer satisfaction training.The study involved collecting data from sampled employees and finally comparing all of them. Data collected was analyzed using quantitative nature and qualitative nature using S.P.SS.(Statistical package for social science).Qualitative data analysis was based on the open ended questionnaire to reveal in-depth information about the research variables.The findings were presented using tables and graphs. The study found that the training offered was inadequate . It was found that the training timeliness of customer satisfaction training was based on the bank needs which the bank closely connected to evaluation of employees instead of looking at the performance appraisal of employees.It was also realized that incentives and co curriculum activities during customer satisfaction training changed the mindset on a positive way towards customer satisfaction training. Lastly the banks ought to invest heavily in customer satisfaction training through funding so as to improve individual and organization performance. The study therefore recommends another study be done with an aim to investigate the explored role of training on customer satisfaction in Kenya Banks.
942 ## - ADDED ENTRY ELEMENTS (KOHA)
Source of classification or shelving scheme Library of Congress Classification
Koha item type Thesis
Cataloguer -
Holdings
Withdrawn status Lost status Source of classification or shelving scheme Damaged status Not for loan Home library Current library Shelving location Date acquired Source of acquisition Cost, normal purchase price Cataloger Total Checkouts Full call number Barcode Date last seen Price effective from Koha item type
    Library of Congress Classification     Meru University Meru University Short Loan 10/12/2018 - 0.00 -   HF5415.5.G5 2015 18-32387 10/12/2018 10/12/2018 Thesis

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