indicates that competency in customers care is vital and quite crucial in Sacco

Indicates that competency in customers care is vital

This preview shows page 45 - 47 out of 57 pages.

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 34
Image of page 45
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
Image of page 46
Image of page 47

  • Left Quote Icon

    Student Picture

  • Left Quote Icon

    Student Picture

  • Left Quote Icon

    Student Picture