52 summary of major findings male respondents

5.2 Summary of Major Findings
Male respondents represented 68% and the female were 32%. The majority 37% of the
respondents had certificate qualifications while only 17% had university qualification. 34% of
the respondents stated that courteous language really affects performance of Sacco’s hence
positive attitude when handling customers should be embraced always. (84%) of the
respondent stated that they needed training to polish up their customer care skills level.
Therefore, this indicates that when one is competent he will be able to provide impeccable
customer service delivery hence deepening market size for the Sacco in terms of more
customers and increased profitability. Customers as the core vehicles of every business
demands high quality service which acts as stumbling block of the competitive perspective
of the business environment. This therefore indicates that competency in customers care is
vital and quite crucial in Sacco to improve their performance and attract more customers
into the co-operative movement. 24% of the respondents felt that non-verbal
communication like by initiating the introduction with a hand shake or a nod and equalizing
conversation participation enables to reduce conflicts and assist in obtaining information or
complete task. A high response rate of (59%) felt financial stability affects members loan
demands being attended on time affecting role of Sacco's handling of members complains
has more effect on performance, hence the staff must perform their tasks accurately, e.g.
33

postings in savings and loan accounts. Customers feel cheated when they are given wrong
balances in savings, loans, shares, etc The respondents stated that the extent to which staff
motivation positively affects performance of Sacco was 59% of very great extent and on staff
motivation denying the Sacco some business opportunity to venture in affecting
performance of Sacco was rated at 54% high and whether one would not recommend the
products to a friend was only at 2%. This explains why performance has been shown to
enhance effectiveness of customer relations at County SACCO. The most (61%) of the
respondents agrees that staff productivity has high implication on Sacco role on growth of
bodaboda industry. This well exhibited by giving an example of Nokia Company which failed
to innovate fast enough in the era of Smartphone leading losing business to competitors.
Hence the Sacco should put up measures to improve staff productivity which will in turn lead
to improved performance in general. Only (5%) of the respondents stated that staff
motivation may not deny the organization opportunity to thrive, (84%) of the respondent
felt that they needed training to polish up their customer care skills level, this indicates that
when one is competent he will be able to provide impeccable customer service delivery
hence deepening market size of the Sacco in terms of more members joining and increased
profitability. members as the core vehicles of every business demands high quality service
which hurdles the competitive perspective of the business environment. This therefore