Table 10 summary of respondents based on whether one

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

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

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