Published February 28, 2018 | Version v1
Publication Open

EFFECT OF CUSTOMER FOCUS STRATEGY ON THE PERFORMANCE OF SACCOS IN KENYA

Creators

  • 1. Jomo Kenyatta University of Agriculture and Technology
  • 2. University of Nairobi

Description

Purpose: To examine the effect of customer focus strategy on the Performance of SACCOs in KenyaMethodology: The study was a cross-sectional survey with a descriptive research design. This design is appropriate because it is considered suitable for gathering information and generating appropriate conclusions with respect to the research questions. The target population of this study was the 181 authorized deposit taking SACCOs in Kenya that have been in existence for at least the last 5 years SASRA (2014). The firms which have been there for 5 years are considered to have adequate knowledge and have deposit mobilization strategies in place. The number of respondents was 181 CEOs and Business development managers, who are in charge of strategies. The study used questionnaires as the main data collection instrument that contained both open and closed ended questions. Questionnaires were preferred because they are effective data collection instruments that allow respondents to give much of their opinions pertaining to the research problem. Primary data was collected through administering of questionnaires to Members of the SACCOs, senior staff of the SACCOs and Cooperative Ministry/regulatory officials. The study employed descriptive analysis technique on the collected data. Multiple regression analysis was used to establish the relationship between the dependent and independent variables. Results were presented using frequency tables and figures.Results: Correlation analysis showed that customer focus strategy and performance of Saccos are positively and significantly associated. Regression analysis indicated that customer focus strategy has a positive and significant effect on performance of Saccos in Kenya. The hypotheses results indicated that there is a significant relationship between customer focus strategy and performance of Saccos in Kenya. Unique contribution to theory, practice and policy: The study recommended that Saccos should ensure that they provide quality services to customers. This will create customer confidence in the firms' ability to deliver. Further, it was recommended that the firms should develop a friendly customer-management relationship. In addition, the firms should adjust their pricing to ensure that they charge their customers reasonable charges.

⚠️ This is an automatic machine translation with an accuracy of 90-95%

Translated Description (Arabic)

الغرض: دراسة تأثير استراتيجية التركيز على العملاء على أداء SACCOs في منهجية كينيا: كانت الدراسة عبارة عن مسح مقطعي مع تصميم بحث وصفي. هذا التصميم مناسب لأنه يعتبر مناسبًا لجمع المعلومات وتوليد الاستنتاجات المناسبة فيما يتعلق بأسئلة البحث. كان السكان المستهدفون من هذه الدراسة هم 181 من الودائع المصرح بها التي تأخذ SACCOs في كينيا والتي كانت موجودة منذ ما لا يقل عن 5 سنوات على الأقل SASRA (2014). تعتبر الشركات التي كانت موجودة لمدة 5 سنوات لديها معرفة كافية ولديها استراتيجيات لتعبئة الودائع. وكان عدد المجيبين 181 من الرؤساء التنفيذيين ومديري تطوير الأعمال، المسؤولين عن الاستراتيجيات. استخدمت الدراسة الاستبيانات كأداة رئيسية لجمع البيانات تحتوي على أسئلة مفتوحة ومغلقة. تم تفضيل الاستبيانات لأنها أدوات فعالة لجمع البيانات تسمح للمستجيبين بإبداء الكثير من آرائهم المتعلقة بمشكلة البحث. تم جمع البيانات الأولية من خلال إدارة الاستبيانات لأعضاء SACCOs وكبار موظفي SACCOs ومسؤولي الوزارة التعاونية/المسؤولين التنظيميين. استخدمت الدراسة تقنية التحليل الوصفي على البيانات التي تم جمعها. تم استخدام تحليل الانحدار المتعدد لتحديد العلاقة بين المتغيرات التابعة والمستقلة. تم تقديم النتائج باستخدام جداول وأرقام التكرار. النتائج: أظهر تحليل الارتباط أن استراتيجية التركيز على العملاء وأداء Saccos مرتبطان بشكل إيجابي وكبير. أشار تحليل الانحدار إلى أن استراتيجية التركيز على العملاء لها تأثير إيجابي وهام على أداء ساكوس في كينيا. أشارت نتائج الفرضيات إلى وجود علاقة كبيرة بين استراتيجية التركيز على العملاء وأداء ساكوس في كينيا. مساهمة فريدة في النظرية والممارسة والسياسة: أوصت الدراسة بأن تضمن ساكوس تقديم خدمات عالية الجودة للعملاء. سيؤدي ذلك إلى خلق ثقة العملاء في قدرة الشركات على التسليم. علاوة على ذلك، أوصي بأن تقوم الشركات بتطوير علاقة ودية بين العملاء والإدارة. بالإضافة إلى ذلك، يجب على الشركات تعديل أسعارها لضمان فرض رسوم معقولة على عملائها.

Translated Description (English)

Purpose: To examine the effect of customer focus strategy on the Performance of SACCOs in KenyaMethodology: The study was a cross-sectional survey with a descriptive research design. This design is appropriate because it is considered suitable for gathering information and generating appropriate conclusions with respect to the research questions. The target population of this study was the 181 authorized deposit taking SACCOs in Kenya that have been in existence for at least the last 5 years SASRA (2014). The firms which have been there for 5 years are considered to have adequate knowledge and have deposit mobilization strategies in place. The number of respondents was 181 CEOs and Business development managers, who are in charge of strategies. The study used questionnaires as the main data collection instrument that contained both open and closed ended questions. Questionnaires were preferred because they are effective data collection instruments that allow respondents to give much of their opinions pertaining to the research problem. Primary data was collected through administering questionnaires to Members of the SACCOs, senior staff of the SACCOs and Cooperative Ministry/regulatory officials. The study employed descriptive analysis technique on the collected data. Multiple regression analysis was used to establish the relationship between the dependent and independent variables. Results were presented using frequency tables and figures. Results: Correlation analysis showed that customer focus strategy and performance of Saccos are positively and significantly associated. Regression analysis indicated that customer focus strategy has a positive and significant effect on performance of Saccos in Kenya. The hypotheses results indicated that there is a significant relationship between customer focus strategy and performance of Saccos in Kenya. Unique contribution to theory, practice and policy: The study recommended that Saccos should ensure that they provide quality services to customers. This will create customer confidence in the firms' ability to deliver. Furthermore, it was recommended that the firms should develop a friendly customer-management relationship. In addition, the firms should adjust their pricing to ensure that they charge their customers reasonable charges.

Translated Description (French)

Objectif : Examiner l'effet de la stratégie de concentration du client sur la performance des SACCO au KenyaMéthodologie : l'étude a été une enquête transversale avec une conception de recherche descriptive. This design is appropriate because it is considered suitable for gathering information and generating appropriate conclusions with respect to the research questions. The target population of this study was the 181 authorized deposit taking SACCOs in Kenya that have been in existence for at least the last 5 years SASRA (2014). The firms which have been there for 5 years are considered to have adequate knowledge and have deposit mobilization strategies in place. The number of respondents was 181 CEOs and Business development managers, who are in charge of strategies. The study used questionnaires as the main data collection instrument that contained both open and closed ended questions. Questionnaires were preferred because they are effective data collection instruments that allow respondents to give much of their opinions pertaining to the research problem. Les données primaires ont été collectées par l'intermédiaire de l'administration des questionnaires aux membres du SACCO, du personnel principal du SACCO et du ministère de la coopération/des officiers de réglementation. The study employed descriptive analysis technique on the collected data. Multiple regression analysis was used to establish the relationship between the dependent and independent variables. Results were presented using frequency tables and figures.Results : Correlation analysis showed that customer focus strategy and performance of Saccos are positively and significantly associated. L'analyse de régression indique que la stratégie de mise au point du client a un effet positif et significatif sur la performance des sacs au Kenya. Les hypothèses de résultats indiquent qu'il existe une relation significative entre la stratégie et les performances de Saccos au Kenya. Contribution unique à la théorie, à la pratique et à la politique : l'étude recommande que Saccos garantisse qu'ils fournissent des services de qualité aux clients. This will create customer confiance in the firms' ability to deliver. Further, it was recommended that the firms should develop a friendly customer-management relationship. In addition, the firms should adjust their pricing to ensure that they charge their customers reasonable charges.

Translated Description (Spanish)

Propósito: Para examinar el efecto de la estrategia de enfoque del cliente sobre el rendimiento de los SACCO en KeniaMethodology: The study was a cross-sectional survey with a descriptive research design. This design is appropriate because it is considered suitable for gathering information and generating appropriate conclusions with respect to the research questions. The target population of this study was the 181 authorized deposit taking SACCOs in Kenya that have been in existence for at least the last 5 years SASRA (2014). The firms which have been there for 5 years are considered to have Adecuate knowledge and have deposit mobilization strategies in place. The number of respondents was 181 CEOs and Business development managers, who are in charge of strategies. The study used questionnaires as the main data collection instrument that contained both open and closed ended questions. Questionnaires were preferred because they are effective data collection instruments that allow respondents to give much of their opinions pertaining to the research problem. Primary data was collected through administering of questionnaires to Members of the SACCOs, senior staff of the SACCOs and Cooperative Ministry/regulatory officials. The study employed descriptive analysis technique on the collected data. Análisis de regresión múltiple que se utiliza para establecer la relación entre las variables dependientes e independientes. Results were presented using frequency tables and figures.Results: Correlation analysis showed that customer focus strategy and performance of Saccos are positively and significantly associated. El análisis de regresión indica que la estrategia de enfoque al cliente tiene un efecto positivo y significativo sobre el rendimiento de Saccos en Kenia. The hypotheses results indicated that there is a significant relationship between customer focus strategy and performance of Saccos in Kenya. Contribución única a la teoría, la práctica y la política: el estudio recomendado que Saccos debe garantizar que proporcionan servicios de calidad a los clientes. This will create customer confidence in the firms' ability to deliver. Further, it was recommended that the firms should develop a friendly customer-management relationship. En adición, los firmes deben ajustar sus precios para asegurar que sus clientes cobren cargos razonables.

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Additional details

Additional titles

Translated title (Arabic)
تأثير استراتيجية التركيز على العملاء على أداء SACCOS في كينيا
Translated title (English)
EFFECT OF CUSTOMER FOCUS STRATEGY ON THE PERFORMANCE OF SACCOS IN KENYA
Translated title (French)
EFFECT OF CUSTOMER FOCUS STRATEGY ON THE PERFORMANCE OF SACCOS AU KENYA
Translated title (Spanish)
EFFECT OF CUSTOMER FOCUS STRATEGY ON THE PERFORMANCE OF SACCOS IN KENYA

Identifiers

Other
https://openalex.org/W2806134996
DOI
10.47672/ijbs.317

Is supplement to
https://openalex.org/W2802700406 (Other)
https://openalex.org/W2333921428 (Other)
https://openalex.org/W2330074134 (Other)
https://openalex.org/W2330033385 (Other)
https://openalex.org/W2328773836 (Other)
https://openalex.org/W2323905228 (Other)
https://openalex.org/W2323453316 (Other)
https://openalex.org/W2060314480 (Other)
https://openalex.org/W1990589763 (Other)
https://openalex.org/W182432352 (Other)

GreSIS Basics Section

Is Global South Knowledge
Yes
Country
Kenya

References

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