indicates that competency in customers care is vital and quite crucial in Sacco so as to
improve their image and attract more members into the co-operative movement. There is
therefore evidence that the involvement of team work creates effectiveness in the
performance of County SACO on growth of bodaboda industry. This finding supports the
great performance of County SACCO and that (72%) of the respondents would recommend a
friend to join the bodaboda County Sacco. There was finally a conclusion that County SACCO
enjoys a good number of clientele base with 72% ready to recommend products and
services to a friend which can be rated as very positive considering the competition level and
the few years the SACCO has been in operation.
5.3 Answers to Research Questions
5.3.1 In what manner does financial adequacy effects role of Sacco on growth of
bodaboda industry?
The study revealed respondents agreed that financial stability affects the role of Sacco's to a
very great extent. This is so because if there are liquidity challenges the organization ends up
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losing its clients. (59%) of the respondents contends that financial stability of an organization
greatly affects loan disbursement to members on timely basis which leads to less defaults
rate since one is advanced at the right time hence putting the cash to the intended purpose
of the loan. This also reveals that County Sacco’s encourages mobilization of savings by
introducing cash collection as a product for them to be sound and meet the threshold of
capital adequacy ratios which is a requirement by SASRA as the regulator.
5.3.2 Does there survive relationship between services and performance of
County Sacco?
The study revealed that (66%) of the respondents highly recommend the services of County
Sacco compared to the competitors. This shows that County Sacco has done through
research on product mix hence availing customer demanded products and services. Hence
for any business that provides services to members the art of obtaining new members and
retaining the existing ones should be given the priority for the organization to remain afloat
and relevant. Just as [CITATION Riell \l 1033 ]postulated that product development will help
the organization to be relevant as it shall be providing customized products and services. The
study found that the products and services developed used to influence the role of Sacco on
growth of bodaboda
5.3.3 To what extent does customer care affects the role of Sacco on growth of
bodaboda?
Customer care desk of the SACCO affects its image positively. This usually helps customers
understand and appreciate how everyone’s and the organizations performance are in the
provision of impeccable customer service delivery and deepening market size for the Sacco
in terms of more customers and increased profitability. The ability of staff to provide prompt
service to customers without keeping customers waiting in the event of service failure, the
ability to recover quickly and continue with the provision of quality service. Customer
service starts with you and ends with you. Ones attitude to work and customers determines
