Welcome to Scribd, the world's digital library. Read, publish, and share books and documents. See more
Download
Standard view
Full view
of .
Save to My Library
Look up keyword
Like this
20Activity
0 of .
Results for:
No results containing your search query
P. 1
Impact of Technological Innovation in Commercial Banks in Kenya.... an Evaluation of Customer Satisfaction

Impact of Technological Innovation in Commercial Banks in Kenya.... an Evaluation of Customer Satisfaction

Ratings:

5.0

(1)
|Views: 7,831|Likes:
Published by Stanley Ngache

More info:

Published by: Stanley Ngache on Nov 02, 2011
Copyright:Attribution Non-commercial

Availability:

Read on Scribd mobile: iPhone, iPad and Android.
download as DOC, PDF, TXT or read online from Scribd
See more
See less

06/28/2014

pdf

text

original

 
IMPACT OF TECHNOLOGICAL INNOVATION IN COMMERCIALBANKS IN KENYA: AN EVALUATION OF CUSTOMER SATISFACTIONPRESENTEDBYFAITHSUPERVISOR:A MANAGEMENT RESEARCH PROPOSAL SUBMITED IN PARTIALFULFILMENT OF THE REQUIREMENT FOR THE AWARD OF ADEGREE IN MASTER OF BUSINESS ADMINISTRATION (MBA),SCHOOL OF BUSINESS, UNIVERSITY OF NAIROBISEPTEMBER, 2011
 
DECLARATION
This research project is my original work and has not been submitted for any award in any other university.Faith This project has been submitted with my approval as University Supervisors.Lecturer 
ii
 
TABLE OF CONTENTS
DECLARATION ............................................................................................................. ii LIST OF ABBREVIATIONS ............................................................................................. vCHAPTER ONE ............................................................................................................. 1INTRODUCTION ........................................................................................................... 11.1 Background to the Study ................................................................................... 11.2 Measuring Customer Satisfaction ..................................................................... 31.3 Understanding Customer Delight and Outrage .................................................. 31.4 Information technology and IT innovations in banking sector ........................... 41.5 Common Forms of Technological Innovations and their effects on servicedelivery ................................................................................................................... 51.5.1 Automated Teller Machines (ATMs) .............................................................51.5.2 Telephone Banking ...................................................................................... 61.5.3 Personal Computer Banking ........................................................................ 71.5.4 Internet Banking .......................................................................................... 71.5.5 Branch Networking .................................................................................... 81.5.6 Electronic Funds Transfer at Point of Sale (EFTPoS) ................................... 81.6 Technological innovations in Kenya banking sector .........................................91.7 Statement of the problem ................................................................................. 91.8 Purpose of study .............................................................................................. 111.9 Importance of the study .................................................................................. 12CHAPTER TWO .......................................................................................................... 15LITERATURE REVIEW ................................................................................................. 152.1 Introduction ..................................................................................................... 152.2 Information Technology ................................................................................... 152.3 Customer Satisfaction ..................................................................................... 16iii

Activity (20)

You've already reviewed this. Edit your review.
1 hundred reads
1 thousand reads
Rahul Moondra liked this
Diana Mutua liked this
Okoth Wesley added this note
send me a copy at akothshaz@yahoo.com
James Maina Muiruri added this note
This is a nice document
Maurice Wekesa added this note
SMART. send me a copy at robert.odek@yahoo.com
smuteke1 liked this
Sigombe Richard liked this

You're Reading a Free Preview

Download
/*********** DO NOT ALTER ANYTHING BELOW THIS LINE ! ************/ var s_code=s.t();if(s_code)document.write(s_code)//-->