Influence of Entrepreneurial Customer Experience on Savings Mobilization among Micro and Small Enterprises
Journal Title: International Journal of Academic Research in Business and Social Sciences - Year 2016, Vol 6, Issue 4
Abstract
The study results from various researchers have highlighted mixed findings on the influence of customer experience on savings mobilization among MSEs who mobilize their financial resources in diverse financial institutions at their respective financial institutions, whereas it has generally been argued that satisfying customer experience greatly influences customers repurchase intentions, dissatisfaction has been viewed as the primary reason for customer’s intention to switch to competitors. The current research used mixed research design to conduct the study among 339MSEs who are registered with KNCCI Trans Nzoia county. Stratified sampling was used to categorize MSEs into three strata’s; service manufacturing and commerce or trade, then random sampling used to select the study sample. Pilot study was conducted to test the research instruments reliability and validity and were found to meet the threshold 0.70.The study conducted correlation among customer experience factors which were found to be significant . The main findings of this study showed that customer experience influences savings mobilization among the MSE’s. The financial institutions clients want to feel recognized and valued by the employees of the financial institution when seeking products and services from them. The entrepreneurs expect high quality saving products and services meeting their unique needs, they also need to receive feedback and updates on time from their financial institutions whenever they make enquiries at their respective financial institutions.
Authors and Affiliations
Fred Gichana Atandi, Henry M. Bwisa, Maurice Sakwa
Keywords
Related Articles
- EP ID EP184621
- DOI 10.6007/IJARBSS/v6-i4/2067
- Views 152
- Downloads 0
Effects of Change of Mazhab (School Of Thought) on Waqf in Malaysia and Other Muslim Countries
Islam, being the religion of Allah and the way which covers all aspects of human life, is able to interact and provides best solutions for all human issues, whether it involves Muslim community or otherwise. Ijtihad (per...
Corporate Governance and Climate Change Reporting in Malaysia
Climate change is real. It is real risks affecting all economies in the world. Many efforts have been taken by multilateral organizations and governments to minimise the impact of climate change and making all of us, esp...
Does Flexibility affect the NPD Performance? A Malaysian Electrical and Electronics (E&E) Industry Perspective
Main objective of the research is to develop the field of organizational performance by incorporating a wider scope of flexibility (MFD) aspects than is normally established in the NPD performance (NPP) literature. This...
Creative and Innovative Management Culture
Malaysia's efforts as a developing country in preparing its citizens to become a useful human capital that is innovating and has high creativity is an indispensable requirement to be used in the development of administra...
Comparison of Serum Uric Acid and Gamma-Glutamyltranspeptidase (GGT) Level in Obese Individuals and Non-Obese Individual
Obesity is usually accompanied by excess presence of adipose tissue in the body which could cause excess xanthine oxidoreductase (XOR) production. Uric acid levels can increase with an excess of XOR production. Increased...