MBA Theses and Dissertations (2020)

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Browsing MBA Theses and Dissertations (2020) by Subject "Banking"

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    Competitive strategies and the financial sustainability of commercial banks in Kenya
    (Strathmore University, 2020) Owaga, Beatrice
    There is a limited examination of the effect of competitive strategies on the financial sustainability of commercial banks which created an empirical gap that this research was premised. The current study sought to establish the effect of competitive strategies on the financial sustainability of registered banks in Kenya. The focussed on the effect of innovative strategies, differentiation, and marketing strategies on financial sustainability. The study was anchored on the theory of competitive advantage and the innovation diffusion theory. The study adopted an explanatory research design with the unit of analysis being the 41 registered commercial banks in Kenya. The sample respondents were 94 respondents drawn from the commercial banks. The study utilized a structured questionnaire in the data collection with the collected data being analyzed using descriptive and inferential statistics. The findings of the study indicated that there is a positive relationship between competitive strategies and the financial sustainability of commercial banks. The study results show there is a significant association between innovative strategies, marketing strategies, and the financial sustainability of commercial banks. The study found an insignificant positive effect of diversification strategies on the financial sustainability of commercial banks. The study recommends that commercial banks should invest more in technological infrastructure to drive digital banking. The research further recommends that commercial banks should foster customer relationship building and market positioning strategies. The study also recommends that commercial banks should review their operating environment to ensure that diversification efforts undertaken by the bank meet the customer gaps existing in the institutions.
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    Examining customer perception of employee demographics and its effects on customer satisfaction: the case of HFC bank in Nairobi County
    (Strathmore University, 2020) Muganda, Imelda
    This study sought to establish how employee demographics can be utilized to satisfy the new, more extensive customer base being targeted by the commercial bank. The research specifically sought to examine the effects of service experience, personality factors, and employee educational attainment on customer satisfaction. The research was grounded on the tricomponent theory and human capital theory. A descriptive research design was adopted with the aim of determining the relationship between the research variables, with the unit of analysis being HFC Customers within Nairobi County. The population of the research was 59,926. The sample respondents were calculated using the Yamane formula. The sample size for the research was 397 respondents. Data were collected using structured questionnaires using the drop and pick technique. The research instrument was pretested among 10% of the sample respondents. Descriptive and inferential statistical methods were used in data analysis. The relationship of the variables was tested using regression analysis. The results of the investigation were presented graphically using bar graphs and tables. The study was able to obtain a 66% response rate. The findings indicate there is a positive correlation between employee service experience, employee personality factors, employee educational attainment, and customer satisfaction. The study established that 51.1% of the variations in customer satisfaction within the bank are determined by employee demographics. The study concludes that improving the competencies of the employees, their professional expertise, empathy in service provision, and educational attainment are vital to improving customer satisfaction. The study recommends that commercial banks should support employees through delegation of decision making, training opportunities, and professional development to support better customer experience within the bank.