Background of the Study
Launched in 2010, agency banking aims to enhance access to banking services by delivering financial solutions beyond traditional bank branches This innovative model utilizes non-bank retail outlets and leverages technology, such as point of sale (POS) terminals and mobile phones, to facilitate real-time processing of transactions.
The agency banking model was created to enhance financial accessibility for bank customers, particularly in response to competition among commercial banks This has led to innovative service delivery methods that cater to low-income and rural populations As a result, branchless banking, which utilizes alternative delivery channels like mobile banking and agent banking, is gaining popularity among commercial banks in Kenya and other developed nations.
Agency banking was introduced in May 2010 to enhance access to banking services in Kenya, following the Central Bank of Kenya's prudential guidelines that authorized 13 commercial banks to utilize third-party agents Since its inception, 21,816 agents have been contracted, facilitating over 69.2 million transactions valued at Ksh 366.8 million Notably, the number of banking transactions at agency outlets surged from 10.2 million in the quarter ending September 2013.
Banking Agents can be located in any convenience stores, pharmacies, lottery outlets, post offices and many more according to Central Bank of Kenya, July 2013.
Equity Bank of Kenya, established in October 1984, initially focused on providing mortgage financing to the low-income population Over the years, it has diversified its services and now operates 152 branches and 7,720 agents across the country, making it a key player in the Kenyan banking sector.
Statement of problems
Banking services have historically been marked by long queues, machine malfunctions, reduced human interaction, and slow turnaround times, particularly at institutions like the National Bank of Kenya, Post Bank, and Kenya Commercial Bank.
Inefficient operations in the banking sector have led to increased costs and resource wastage due to excessive paperwork and bureaucracy, leaving customers dissatisfied To address these issues, Amy's proposal for improvement through the adoption of innovative strategies is highly welcomed, as it aims to enhance customer satisfaction.
Agency banking, introduced in Kenya in 2010 by the Central Bank of Kenya (CBK), is a strategic initiative adopted by many commercial banks to expand their market share This approach enhances customer satisfaction by providing banking services in diverse locations, making it more accessible for clients.
The implementation of the agency banking model is centered around three key elements: accessibility of banking agencies, efficient service delivery, and a strong focus on maximizing customer satisfaction.
Agency banking has been the subject of numerous studies; however, these investigations are not comprehensive due to the continuous developments in the sector In Kenya, the Central Bank of Kenya regulates agency banking, and agents are currently restricted from providing a full range of banking services to consumers This study aims to explore the impact of agency banking on customer satisfaction.
Purpose of study
This study is intended to establish the impact of Agency banking on customer satisfaction more specifically by Equity bank of Kenya Eldoret Branch.
Research Objectives
To determine the effects of accessibility of bank agents on customer satisfaction
To determine the efficiency in service delivery on customer satisfaction
To determine the reliability of Agency banking on customer satisfaction.
Research Questions
Does the accessibility of bank agents lead to customers satisfaction?
Are bank agents accessible to all?
Do bank agents deliver reliable financial products and services?
Are banking agents effective in customer services?
Does effective customer services of bank agencies impact customer satisfaction?
Research Hypothesis
The hypothesis in this research can be viewed in both null and alternative perspectives
First, accessibility of bank agents increases customers satisfaction or has no effect on customer satisfaction
Secondly, Reliability of bank agents services determine the level of customer satisfaction Finally, bank agents deliver efficient customer services.
Significance of Study
This study aims to evaluate the efficiency of banking services provided by agents and determine if their accessibility contributes to customer satisfaction The findings will serve as a valuable reference for future research and improvements in banking services.
The study will also enable me to understand in a clear manner the impact of Agency banking on customer satisfaction
Introduction
Customer satisfaction refers to the feelings of pleasure or disappointment experienced by a consumer when comparing a product's perceived performance to their expectations It is a key business metric that measures how well a company's products and services meet or exceed customer expectations Ultimately, customer satisfaction is determined by the quality and service of goods provided in relation to the price paid, highlighting the importance of aligning offerings with customer needs.
Customer satisfaction in the banking industry is influenced by both subjective factors, such as customer emotions and needs, and objective factors, like product features It plays a crucial role in determining the future success of banking organizations, as their revenue generation heavily depends on customer relationships Understanding key success factors related to customer satisfaction is essential, especially given the growing market and fierce competition Satisfaction is defined by a customer's feelings of pleasure or disappointment when comparing a product's performance to their expectations; if performance meets or exceeds expectations, satisfaction increases Measuring customer satisfaction involves multiple perspectives: organizations assessing their service quality, agencies gathering customer feedback, and evaluating product accessibility, reliability, and service efficiency This study focuses on how these parameters impact customer satisfaction, specifically through a case study of Equity Bank's Eldoret Town branch agents.
Agency Banking
Agency banking involves partnerships between banks and nonbank entities, such as retail outlets like pharmacies, supermarkets, and post offices, to enhance the distribution of financial services An agency bank operates on behalf of a traditional bank but cannot independently appraise or extend loans Instead, transactions are conducted by the retail outlet owner or their employees, allowing clients to deposit, withdraw, transfer funds, pay bills, and check balances The agent performs specific transactions for customers, facilitating access to banking services in a convenient manner.
The agency banking model has gained traction in developing countries like Kenya, driven by technological advancements, leading many banking institutions to adopt this strategy for geographic expansion Notable banks approved by the Central Bank of Kenya (CBK) to offer agency banking services include Equity Bank with its Equity Mashinani initiative, Kenya Commercial Bank with KCB Mtaani, Post Bank with Benki Yangu, and Cooperative Bank with Co-op Kwa Njirani, all of which received CBK approval in 2010 The Central Bank maintains regulatory oversight over the implementation and operations of the agency model, requiring banks to obtain annual approvals by submitting details of their agents, including names, locations, and sample contracts.
In the competitive banking industry, the integration of third-party services has become essential for enhancing customer satisfaction Today, customer satisfaction in agency banking is a key factor for banks seeking to gain a competitive edge By focusing on product accessibility, ensuring agent reliability, and maximizing efficiency in customer service delivery, banks are effectively improving their service offerings and fostering stronger relationships with their clients.
Accessibility of Agency Banking on Customer Satisfaction
Accessibility is the ability to access and benefit from systems or entities, encompassing both direct access—unassisted access—and indirect access, which ensures compatibility with assistive technologies like screen readers This concept prioritizes access for individuals with disabilities or special needs while highlighting the broader advantages of accessibility in research and development, ultimately benefiting everyone.
Accessibility in terms of agency banking services
Banking agents have many financial products accessible to their customers, these include
The Central Bank of Kenya (CBK) has made banking services available through all banking agents, enabling customers to avoid visiting bank branches for many transactions However, certain essential services remain unavailable at these agents The CBK is actively reviewing regulations to expand access to these products, leveraging advancements in technology to enhance consumer offerings.
Perform and carry out transactions when the networks and communication failure is experienced The transaction must have acknowledgement or receipt.
Carrying out agency banking business when agent is no longer a going concern
Offer its own banking services apart from the sponsoring bank
En-cashing and depositing of cheques
Provision of cash advances and loans
Subcontracting to any business to run its agency banking
Any banking Agents that offers prohibited transactions is at risk of having it's contract terminated
Accessibility in terms of location.
Kenya's commercial banks have seen a significant rise in the adoption of agency banking models, strategically placing agents in both urban and rural areas This widespread accessibility allows customers to access financial products and services closer to home, effectively reducing barriers to financial inclusion, particularly in terms of cost and accessibility.
Consumers can easily access banking agents for assistance with financial issues, enhancing their overall satisfaction with banking services In today's fast-paced world, customers prefer convenient access to goods and services, making it essential for service providers to bring agents closer to them Key indicators of customer satisfaction with banking agencies include consistent use of agency banking, convenience in distance, and the availability of suitable financial products.
Efficient Customer Service Delivery on Customer Satisfaction in Agency Banking
Cronin and Taylor's analysis highlights the causal relationship between service quality, customer satisfaction, and purchase intention, demonstrating that high service quality drives consumer satisfaction, which in turn significantly influences purchase intentions Wolfson, Tavor, and Mark (2012) emphasize that the essence of service lies in the value it provides to stakeholders, with sustainability comprising two core dimensions: fundamental value and super value, where the latter replaces existing solutions with more suitable alternatives For instance, Equity Bank of Kenya enhances customer experience through agent banking by ensuring confidentiality of customer information, employing skilled professionals, and fostering a sense of belonging among clients.
Despite companies' efforts to ensure satisfactory service delivery, failures can occur, resulting in negative consequences such as adverse word-of-mouth, customer loss, and reduced profits To mitigate these issues, banks have implemented service recovery systems that enable them to rectify service errors, protecting customers from losses and enhancing their trust in the service provider Notably, many customers report heightened satisfaction following service recovery efforts, benefiting both the service provider and the parent bank.
Product Reliability on Customer Satisfaction in Agency Banking
Reliability refers to the capability of an item—whether a component, subsystem, or system—to perform its required functions under specific environmental and operational conditions for a defined duration This "item" can encompass various entities, and the required function may involve either a single task or a combination of tasks essential for delivering a particular service.
Reliability in agency banking hinges on agent float, liquidity management, and network availability Agent float refers to the cash on hand and bank balances allocated for banking operations For customers to successfully deposit or withdraw funds, agents must maintain sufficient bank credit for deposits and adequate cash for withdrawals Many bank agents face challenges in balancing cash holdings and often lack adequate capital, particularly remote agents who experience critical float shortages When agent float diminishes, the reliability of agency banking declines significantly, failing to meet customer needs.
Establishing an efficient and reliable network system poses significant challenges for banks and their agents, particularly in addressing customer complaints Issues such as customers being debited for cash they did not receive, urgent deposits failing to reach the intended accounts, or errors in account number entries can lead to serious repercussions, including stranded commuters, unpaid school fees, and disconnected utility services According to Bindra (2007), satisfied customers share their positive experiences, while dissatisfied ones are likely to spread negative feedback Therefore, enhancing the reliability of agency banking is crucial, as it directly impacts the consistency, accuracy, security, and availability of financial solutions, ultimately leading to higher customer satisfaction.
THEORITICAL VIEW
AGENY BANKING MODEL
Agency theory is a management and economic framework that elucidates the dynamics between principals and agents within business organizations, focusing on self-interest and delegation of control It posits that principals (those who delegate authority) define tasks while agents (those who execute decisions) act on their behalf, as highlighted by Jensen and Meckling (1976) and Schroeder et al (2011) The theory emphasizes that agents often possess more information than principals, which can hinder the latter's ability to effectively monitor whether their interests are being met, as noted by Brigham and Gapenski (1993) Furthermore, it assumes that both parties act rationally, utilizing contracts to maximize their wealth In its simplest form, agency theory presents two key roles: the principal, who provides capital, assumes risk, and creates incentives, and the agent, who makes decisions and shares in the risk (Lambert, 2002).
Providing financial services to low-income individuals through traditional banking channels faces significant challenges due to high operational costs Commercial banks struggle to serve customers with small balances and transactions profitably Additionally, the lack of nearby branches discourages customers from using banking services However, in countries like Brazil, banks have successfully expanded their reach by employing local agents or correspondents to deliver services This agent banking model utilizes retail points as cash merchants, allowing banks and telecom companies to offer savings services more affordably while reducing fixed costs Consequently, this approach enhances customer engagement and opens up new revenue streams The use of bank agents can greatly improve financial access for underserved populations, facilitating a variety of formal financial services, including savings, payments, transfers, and insurance Agents may perform various roles based on regulations and agency agreements, with some focusing solely on cash transactions while others provide a broader range of banking services.
The agency banking model, introduced in Kenya in 2010, has significantly enhanced access to banking services nationwide Currently, Equity Bank operates 152 branches across the country, supported by a network of 7,720 agents.
THEORY OF CUSTOMER SATISFACTION
Customer satisfaction is primarily determined by comparing expected outcomes with the actual performance of a product or service This evaluation process, known as confirmation, is central to understanding how customers form their satisfaction judgments.
The disinformation process begins when customers form expectations prior to purchasing a product Their consumption and experience with the product then shape their perceived quality, which is influenced by these initial expectations When a product's performance exceeds these expectations, customer satisfaction rises, although this increase occurs at a diminishing rate Additionally, satisfaction is influenced by both subjective factors, such as customer needs and emotions, and objective factors, including the features of the product and service.
Assimilation theory, rooted in Festinger’s (1957) dissonance theory, suggests that consumers evaluate products by comparing their expectations with actual performance This cognitive process influences post-usage satisfaction, as noted by Anderson (1973), who highlighted that consumers often adjust their perceptions to align with their expectations, thereby avoiding dissonance To mitigate the discomfort caused by discrepancies between expected and actual performance, consumers may either modify their expectations or downplay the significance of the disconfirmation This theory is particularly relevant in the context of financial products, where banks aim to present offerings that align with customer expectations to enhance satisfaction and service delivery.
Contrast theory, as defined by Dawes et al (1972), suggests that individuals tend to exaggerate the differences between their own attitudes and those expressed in opinion statements Unlike assimilation theory, which asserts that consumers aim to reduce the gap between expectations and actual performance, contrast theory indicates that unexpected outcomes can amplify this discrepancy This theory is particularly relevant in the context of agency banking, where customers may face incomplete transactions, resulting in perceived inconsistencies in service delivery and subsequent dissatisfaction.
Cognitive dissonance refers to the discomfort experienced when an individual holds two conflicting beliefs or ideas at the same time This psychological theory, introduced by Festinger, suggests that people are motivated to alleviate this dissonance by altering their attitudes, beliefs, or behaviors, or by finding justifications for their conflicting views.
In 1957, cognitive dissonance was introduced as a concept in consumer behavior research, highlighting a psychologically uncomfortable state caused by conflicting beliefs or attitudes This phenomenon, described by Festinger, effectively explains the discomfort many buyers experience after making a purchase, showcasing its significant role in understanding consumer decision-making.
SUMMARY OF LITERATURE REVIEW
This chapter reviews existing literature on customer satisfaction, highlighting that customers form performance expectations based on their overall experiences with products rather than solely on brand reputation It also discusses the regulatory framework of agency in relation to these concepts.
Efficacy of customer service delivery
This article examines customer satisfaction in banking, focusing on laws implemented since 2010 that regulate the sector It evaluates various agency models and discusses theoretical frameworks, including assimilation theory, contrast theory, and cognitive dissonance theory, while also illustrating the conceptual framework for the study.
INTRODUCTION
This chapter outlines the research methodology employed in this study, covering essential aspects such as research design, target population, sample size, data collection methods, questionnaire development, data analysis techniques, and ethical considerations.
RESEARCH DESIGN
Research design is the framework guiding an investigation to answer specific research questions, and this study focused on a case study of Equity Bank agents in Eldoret A case study involves an in-depth examination of an individual, institution, or phenomenon The research utilized a descriptive research design, characterized by systematic inquiry without direct control over independent variables, as these have already occurred This approach is aligned with the study's goal of exploring factors influencing customer satisfaction at the Equity Bank Eldoret branch Descriptive research is beneficial as it allows for the collection of original data from a large population that is impractical to observe directly, facilitating generalization Additionally, it is efficient and economical, gathering data in a single instance, and is well-suited for methods like questionnaires and interviews used in this research.
TARGET POPULATION
The study population comprised of 5 Equity agents each with an approximate Daily average of
30 customers served because they are in a highly populated Therefore 5 equity agents together with 30 customers made as the target population of 150 respondents.
SAMPLE SIZE AND SAMPLING TECHNIQUES
Sample size
The sample consisted of 5 agents with 150 respondents but only 132 respondents gave back their responses The response rate was 88% which is adequate to carry an investigation.
Sampling Techniques
In this study, a total of 5 agents and 150 customers were chosen through cluster sampling, a probability method suitable for agents situated across various streets and rural locations For each selected agent, 30 customers they served were also included, utilizing a convenience sampling technique, which is a non-probability method This approach was implemented because agents distributed questionnaires only to customers who visited them within a week Convenience sampling, often referred to as accidental or opportunity sampling, involves selecting participants who are readily available, ensuring that the sampling process is efficient and practical.
DATA COLLECTION INSTRUMENTS
The researcher employed two data collecting methods in the study These entailed
I Researcher developed questionnaires, and ii Interview schedule.
When studying human behavior, relying on a single source of information is inadequate due to inherent biases and varying perspectives Therefore, employing multiple data collection methods is essential to enhance the reliability and validity of the research findings (Smith, 1975; 2005).
Utilizing a combination of data sources and collection methods enhances the validation of information by allowing for cross-checking By integrating various approaches, such as interviews and questionnaires, the overall validity and reliability of the data are improved, as the strengths of one method can offset the weaknesses of another.
The study primarily utilized questionnaires, allowing respondents ample time to complete them According to Mugenda and Mugenda (2003), questionnaires are easier to administer than interviews and maintain respondent confidentiality since identities are not disclosed This method was favored for its ability to cover a broad range of topics, reach a large number of participants at a lower cost, and save significant time.
DATA COLLECTION PROCEDURE
The study involved the preparation and approval of a project proposal by the supervising lecturer, followed by the distribution of questionnaires to selected agents for their customers During the data collection process, each customer received a questionnaire to complete and return in sealed envelopes to ensure confidentiality The researcher collected the completed forms after three days The questionnaire included questions designed to measure customer expectations, articulated as statements reflecting desired service quality attributes Additionally, other questions assessed customer perceptions, asking respondents to rank statements based on their experiences with the service attributes at the Equity Bank agents in the Eldoret Branch.
DATA ANALYSIS TECHNIQUES
Frequency counts of responses were conducted to provide descriptive insights into the study's participants and to highlight general trends across various investigated variables Utilizing percentages and tables facilitated the summarization of extensive data, enhancing the report's readability (Mugenda & Mugenda, 2003) The interview data was meticulously reviewed, with responses edited for grammatical accuracy, coherence, and clarity, and presented as quotations to triangulate findings from the close-ended instruments, which were qualitative in nature The responses were systematically organized, coded, and analyzed using descriptive statistics, including tables, frequencies, and percentages.
ETHICAL CONSIDERATIONS
Throughout the research process, the researcher maintained integrity and high ethical standards by obtaining permission from agents prior to distributing questionnaires The researcher demonstrated respect for respondents by adhering to timelines, valuing their feedback and decisions, and ensuring that all information provided was treated with strict confidentiality.
INTRODUCTION
This chapter presents a comprehensive analysis of data, focusing on the characteristics of respondents based on their backgrounds It evaluates agency services regarding product reliability and efficiency in customer delivery, while also examining the accessibility of these services Additionally, the chapter assesses customer satisfaction with Equity Bank of Kenya's agency banking offerings.
BACKGROUND CHARASTERISTIC OF RESPONDENTS
The study focused on a sample of 150 respondents, achieving a response rate of 88% with 132 completed surveys, which is sufficient for conducting an investigation and data analysis This research examines the impact of agency banking on customer satisfaction, specifically through a case study of Equity Bank agents in Eldoret town.
The study sought to examine the background information of respondents in terms of gender,education, age, marital status, client history and income level.
DISTRIBUTION OF RESPONDENTS BY GENDER
Table 4.1: Distribution of Respondents by Gender.
A study on gender characteristics revealed that a significant majority of respondents accessing Equity Bank agents were female, accounting for 63% with 83 respondents, while males constituted only 37% with 49 respondents This suggests that women may experience greater satisfaction with Agency Banking compared to their male counterparts.
DISTRIBUTION OF RESPONDS BY AGE
Table 4.2: Distribution of Responds by Age.
Age bracket frequency Valid percentage % Cumulative percentage %
The age distribution reveals that individuals aged 26-35 constitute the largest group, with 64 respondents, indicating a higher satisfaction level with agency banking services among young people Conversely, those aged 50 and above represent the smallest percentage, highlighting a disparity in satisfaction across different age groups.
DISTRIBUTION BY MARITAL STATUS
Table 4.3: Distribution by Marital Status
Marital status frequency Valid percentage Cumulative percentage
A recent study revealed that 70% of respondents utilizing agency services were married, while 30% identified as single or unmarried This indicates that married individuals favor agency banking due to its efficiency in saving both time and costs.
DISTRIBUTION BY EDUCATION LEVEL
Table 4.4: Distribution by Education Level
Education level frequency Valid percentage
The research revealed the education levels of agency service users, indicating that 35% hold a degree (including undergraduates and graduates), while another 35% possess a diploma Additionally, 30% have attained a postgraduate education, and only 3% have certificates from primary, secondary, or technical education Furthermore, 5% reported having other forms of education This data suggests that the majority of agency service users are educated, highlighting their understanding of the value and familiarity with agency banking.
DISTRIBUTION BY INCOME LEVELS
Table 4.5: Distribution by Income Levels.
Salary range Frequency Valid percentage Cumulative percentage
The income distribution analysis reveals that the majority of respondents, 30%, are low-income earners with a monthly income of less than 5,000 This is followed by 27% of respondents earning between 10,001 and 15,000, while 23%, 9%, 6%, and 5% fall into higher income brackets The findings suggest that individuals with high incomes are less inclined to utilize agency banking services, potentially due to issues related to agent float.
CLIENT’S HISTORY DISTRIBUTION
Months Frequency Valid percent Cumulative percentage
The table shows that new entrants to Equity bank prefer using agent services This is because
According to recent data, 39% of clients have a history of 7-12 months, making this group the largest, while 20% are new clients with a history of 1-6 months In contrast, only 8% of clients have been with the service for over 37 months This disparity may be attributed to the fact that many customers are seeking a wider range of financial products, such as loans, which are often not available through bank agents.
PRODUCT RELIABILITY ON CUSTOMER SATISFACTION BY AGENCY BANKING23
Table 4.7: Distribution on Product Reliability
Item Frequency Valid percentage Cumulative percentage
The table shows that most people affirmed that the reliability of agency services was good at 39
Customer satisfaction regarding agency services shows a mixed but generally positive sentiment While 27% rated reliability as excellent and 24% as very satisfactory, a small portion, only 9%, found it less satisfactory This indicates that, despite some complaints related to agent floats, network failures, and incomplete transactions, a majority of customers are content with the reliability of the services provided.
EFFICIENCY OF AGENCY CUSTOMER SERVICES ON CUSTOMER SATISFACTION
Table 4.8: Distribution of Efficacy Agency Services
Item frequency Valid percentage Cumulative percentage
This received a very strong response that 56% found the customer services supper Efficient, 21
% moderate efficiency, 14 %efficient and only 9% rating the services less efficient.
DISTRIBUTION ON ACCESSIBILITY OF AGENCY SERVICES
Table 4.91; Distribution on Accessibility of Agency Services
Item frequency Valid percentage Cumulative percentage
Accessibility of agency banking services received a notable 63% positive response, indicating that customers find these services easily accessible This high rating may stem from the strategic distribution of agent outlets in commercial and retail locations, ensuring accessibility even in remote areas While only 7% of respondents rated the services as hardly accessible, 30% confirmed their accessibility, with no respondents indicating that the services were not accessible at all.
CHAPTER FIVECONCLUSIONS AND RECOMMENDATIONS.
CONCLUSIONS
Our research indicates that customer satisfaction is significantly influenced by the accessibility of agency banking services Specifically, there is a direct correlation between accessibility and satisfaction: the easier it is to access these services, the higher the level of customer satisfaction.
Product reliability is not an effective measure of customer satisfaction, as indicated by a low approval rating of only 39% among respondents This dissatisfaction may stem from issues such as inadequate network systems, mismanagement of agent float, incomplete transactions, incorrect data entries, and a lack of effective service recovery strategies.
Customers expressed a favorable view of the efficiency of bank agents, with 56% rating their services as highly efficient The banking sector has embraced this approach to boost financial transactions and cater to low-income individuals However, customer satisfaction remains crucial, as it is reflected in consistency, a sense of belonging, and an increase in transaction volume To enhance accessibility, service efficiency, and product reliability, banks are implementing new changes through advanced technology.
RECOMMENDATIONS
With regards to the conclusion above I hereby recommend Equity bank to encourage their bank agents to market the product and services of agency.
To enhance customer security and address network failures, Equity Bank should modernize its technology and implement stable systems Additionally, the Central Bank of Kenya must establish regulations that ensure confidentiality at agent locations It is crucial for Equity Bank to educate customers and the public about the advantages of agency banking Furthermore, the bank should conduct regular inspections to reduce fraud and mismanagement of agent floats.
I also suggest further studies on network system that will improve the network to prevent incomplete transactions and failures
Acharya, A S Prakash, A Saxena, P & Nigam, A (2013) Sampling: Why and How of
It?.Indian Journal of Medical Specialties, 4(2), 330-333 Doi:10.7713/Ijms.2013.0032
Ayuma D., Mwirigi M.F.,( 2013)The Role Of Agency Banking In Enhancing Financial
Sector Deepening In Emerging Markets: Lessons From The Kenyan Experience
European Journal of Business And Management www.iiste.orgISSN 2222-1905(Paper) ISSN 2222-2839 (Online) Vol.5, No.21
Anderson, Eugene W., & Sullivan, Mary W (1993) “The Antecedents and Consequences
Of Customer Satisfactionfor Firms,”Marketing Science, Spring, P 129
Anderson (1973), “Consumer Dissatisfaction: The Effect of Disconfirmed Expectancy On
Perceived Product Performance” Journal of Marketing Research: Vol.10 (2), Pp.38-44
Bitner, M (1987) “Contextual Cues and Consumer Satisfaction: The Role Of Physical
Surroundings and Employee Behavioursin Service Settings Unpublished Doctoral Dissertation,
University of Washington Bryman, A and Bell, E (2013) Fửretagsekonomiska forskningsmetoder 2nd edition.
Stockholm : Liber AB Translation : Business Research Methods
Chang, R (2009) Consumer Control Brings Brand Loyalty.Advertising Age, 80(11), 26. Campbell CS Maglio PP ,Davis M, (2011) "From Self-Service To Super-Service: How To Shift
The Boundary Between Customer And Provider",Information Systems &EBusiness
Christoper, W (2002), Interfirm Relationships And Informal Credits In Vietnam, The Quarterly Journal Of Economics Vol.114 No.4, P 153-170.
Chahal, H., & Kumari, N (2011) Consumer Perceived Value And Consumer Loyalty In
The Healthcare Sector Journal Of Relationship Marketing ,10, 88–112
CGAP (2011c).Delivering Government Payments In The Wilds Of Northern
Kenya:http://technology.cgap.org/2011/05/04/delivering-government-payments-in-The Wilds-of-
Cooper D and Schindler, P S (2003).Business Research Methods,(8th Ed) New Delhi: Tata Mcgraw-Hill Publishing Company India Convenience Trumps All Factors For Bank
Cronin, J.J And Taylor, S.A,(1992), Measuring Service Quality: A Rexamination And
Extension, Journal Of Marketing, Vol 56,Pp.55-68
Cheng, Chun Hung, Madan ,Manu S Motwani,Jaideep, (1996),Total Quality
Management: Implementing Quality Management In The Banking Services Sector, Vol 7,Issue 4
Dias, Denise, and Katharine Mckee (2010) “Protecting Branchless Banking
Consumers: Policy Objectivesand Regulatory.” Focus Note 64 Washington, D.C.: CGAP.
Dupas, Pascaline and Jonathan Robinson (2009) “Savings Constraints and
Dubey, S (2011) Service Quality Perceptions: A Case Study of Banking Services.International Transactions in Applied Sciences, 3(2), 221-236.
Questionnaire Cover Letter
QUESTIONARES ON: IMPACT OF AGENCY BANKING ON CUSTOMER SATISFACTION. Dear respondent,
Kariuki Nyakio Maryfaith, a bachelor student at Moi University, is conducting a survey on the impact of agency banking on customer satisfaction as part of her degree requirements She kindly requests your assistance in completing the questionnaire, which primarily consists of multiple-choice questions that are easy to answer Your prompt response would be greatly appreciated, as every response is crucial for her research.
Instructions: Please respond to the following questions and where applicable, mark the relevant box with a tick (√)
Confidentiality: The responses you provide will be strictly confidential No reference will be made to any individual(s) in the report of the study
1 In which of the following age brackets do you belong?
3 What is your education level (state the highest level?)
4 What is your marital status?
5 What is your income levels?
6 For how long have you been equity bank agent client? [ ] answer in months.
1 How can you rate the reliability of agency banking products?