52 Summary of Major Findings Male respondents represented 68 and the female

52 summary of major findings male respondents

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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
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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
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  • Fall '15
  • Dr.Peach
  • Cooperative, SACCOs

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