Table 10 Summary of respondents based on whether one would recommend the

Table 10 summary of respondents based on whether one

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Table 10: Summary of respondents based on whether one would recommend the bodaboda Sacco services to a friend Respondents Frequency % Definitely will 32 71 Probably will 11 25 Might not 1 2 Will not 1 2 Totals 45 100 . Table 11 indicates that (71%) of the respondents would recommend a friend to buy the Sacco services which has been catalysed by its able staff who often attends to local bodaboda riders and show case their services with objective to lure more of them. Their knowledge ability and friendliness contributing to satisfied customers With Only (2%)stating that they might or will not recommend a friend triggering the organization to segment the market and identify a target to focus on positioning their products. 29
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Table 11: Summary of respondents based on to what extent does staff motivation positively affects performance of Sacco Respondents Frequency % To great extent 26 58 To a moderate extent 14 31 To a little extent 3 7 To no extent 2 4 Total 45 100 Above table indicates that (58%) of the respondents agrees that motivated staff impacts positively to the performance of the Sacco. 31% also contends that motivation also affects the performance to a moderate extent. This clearly confirms the customer retention in the organization and loyalty actually starts at the top, with the motivated staff cultivating a customer-focused culture. How employees are treated reflects to how they relate to the customer and more importantly is the way employees treat each other also affects the customer service. To conclude customer retention starts from inside the organization Table 12: Summary of respondents based on to what extent staff motivation denies the Sacco some business opportunity to venture in affecting role of Sacco to the growth of bodaboda. Respondents Frequency % To great extent 24 54 To a moderate extent 18 40 To a little extent 2 4 To no extent 1 2 Total 45 100 Above table indicates that (24) of the respondents agrees that demotivated staff denies the Sacco some business opportunity to venture hence affecting its role on growth of bodaboda. With (2) of the respondents stating that staff motivation may not deny the organization business opportunity it is worth concurring that success is the sum of small efforts repeated daily Table 13: Summary of respondents based on to the implication of staff productivity in their role on growth of bodaboda industry . Respondents Frequency % High 27 60 Moderate 10 22 Medium 5 11 30
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Low 3 6 Totals 45 100 Table 14 indicates that (60%) of the respondents agrees that staff productivity has high implication on Sacco performance leading to a business thriving. This is clearly exhibited in 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 Table 14: Summary of Respondents Based on how Customer Care Skills will of great influence on role of Sacco on growth of bodaboda industry Respondent Frequency % Courteous language 15 33 Listening skills 7 16 Telephone skills 12 27 Non-verbal communication 11 24 Totals 45
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  • Spring '19
  • Cooperative, SACCOs

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