SME's perception towards loan services offered by commercial banks in Kenya : a case of study of SMEs in Nairobi central business district

Abstract

This study was done to find the perception that SMEs have towards the loans service offered by commercial banks in Kenya. The research design was quantitative. Information was gathered from SMEs in the Nairobi Central Business District. A sample size of 277 firms was picked. The response rate 15% (40 firms). The data was collected using a questionnaire. The questionnaires were hand delivered to some firms and send via email to other firms. Since the research was qualitative the likert scale was used to quantify the data collected. The mode calculated was related to the factors that hinder SMEs from accessing formal financing. These factors were; the interest rate, collateral asked for by the banks, amount given by the banks, requirements other than collateral asked for by the banks and the customer care service offered by the bank. The major findings in this research are that the SMEs have a positive attitude towards the payback period allowed for by the banks. The SMEs are also indifferent towards interest rate offered by the commercial banks, the collateral asked for as security for the loans and any other requirements asked for by the bank. The SMEs have a negative attitude towards the amount given by the banks after the loans is processed and the customer care service offered by the banks. From the findings the researcher concluded that although the SMEs are taking advantage of the loans services offered they still do not have a positive attitude these services. The banks need to improve their services to cater fully to the SMEs needs.