Factors influencing the quality of service offering in SACCO's : a case study of Afya SACCO
The cooperative movement in Kenya may be traced to the pre-independence times with accelerated development in the period immediately after the country attained independence. The study objectives was to determine if government regulations, government and technology were factors influencing the quality of service offering in SACCOs. The study narrowed its research activities on this factors which were addressed by the specific objectives of the study. The study used a descriptive research design and data was collected through the use of the questionnaire. The target population was 18, 500 respondents from all the selected levels of management and these involved three categories where respondents were selected using stratified random sampling techniques. The sample size was 185 respondents. Results from the study findings were then analyzed and presented in form of charts through the use of quantitative and qualitative techniques. Majority of respondents indicated the effect of government regulations on quality service in SACCO’s. Most respondents rated government regulations on quality service offering SACCO’s to be poor. Most respondents indicated the effect of information technology on quality service in SACCO’s. Most respondents rated information technology on SACCO’s to be fair. Government regulations put in place should ensure that the SACCO’s offer quality service to their customers. The government should provide an enabling environment for SACCO’s to offer quality services to the customers. The government should ensure that SACCO’s are properly governed so as to offer quality service to members. SACCO’s should invest in the modern information technology. The information technology invested should enable SACCO’s improve their quality service.