Influence of service quality improvement strategies on performance of deposit taking savings and credit co-operatives in Kenya
Samuel Kuria
Jomo Kenyatta University of Science &Technology
Dr. Patrick Ngugi
Jomo Kenyatta University of Science &Technology
Dr. Joyce Nzulwa
Jomo Kenyatta University of Science &Technology
Keywords: Service quality, performance, cooperative, service delivery, Customer expectations
Abstract
Quality in a service organization is a measure of the extent to which a delivered service meets the customer’s expectation. The general objective of this study will be to establish the influence of service quality improvement strategies on performance of deposit taking savings and Credit Co-operative. This study is based on a review of recent literature relating to performance and service quality in Savings and credit cooperatives. The results of the study are a set of recommendations based on the reviewed literature.
Author Biographies
Samuel Kuria, Jomo Kenyatta University of Science &Technology
School of Business, Jomo Kenyatta University of Agriculture & Technology
Dr. Patrick Ngugi, Jomo Kenyatta University of Science &Technology
School of entrepreneurship, Jomo Kenyatta University of Agriculture & Technology
