CHAPTER FIVE

SUMMARY, RECOMMENDATIONS AND CONCLUSIONS.

5.0 Introduction

This part of the study summarizes the research outcomes, recommendations and conclusion. The

outcomes are summarized in line with the variables of the study.

5.1 Summary of findings

5.1.1 Background information

It was noted from the findings that 91% of the respondents took part in the study while only 9%

did not participate. This was a reliable portion to deliver dep endable results about the entire

population. The study found that 7% of the respondents were below 25 years of age, 23% were

in the (26-30) age bracket, 44% were in the (31-35) category and those above 40 years were at

9%. The researcher also notes 53% of the respondents were male while 47% were female. Those

attained KCSE certificate of academic qualification were at 6%, certificate holders were at 15%,

diploma holders were at 28%, degree holders were at 46% while those at the post graduate level

were at 5%. The researcher also noted that 19% of the respondents have worked or banked with

the bank for 3 years and below, 38% of the have interacted with the bank for a period of 3 to 5

years while 43% of them have worked or banked with the bank for a period of above 5 years.

5.1.2 Influence of Automated Teller Machine on Customer Satisfaction

The researcher found out from the results that Automated Teller Machine have a direct

relationship with customer satisfaction. From the results of the coefficients of regression

analysis, it was found that coefficient of regression for Automated Teller Machine was
(β=0.817). This implies that when the standard deviation of Automated Teller Machine increases

b y 1 it will possibly lead to a 0.817 increase in the standard deviation of customer satisfaction.

Banks can ensure that their customers are highly satisfied by making thorough efforts to improve

the efficiency and convenience of ATM services.

5.1.3 Influence of Mobile banking on Customer Satisfaction

Mobile banking technology has really strived to meet customers financial needs, KCB bank

customers are now able to directly transfer funds from their bank accounts to their M-pesa

accounts and as well deposit to their bank accounts from their M-pesa accounts. The customers

can also transfer funds to other bank accounts as well as pay bills through mobile banking. All

the above services can be safely accessed through the *522# USSD code. As a result, mobile

banking has proven to have a positive relationship with customer satisfaction. The results of

multiple regression indicate the beta value for mobile banking as (β=0.631), hence implying that

an increase in the standard deviation of mobile banking by 1 possibly leads to an increase in the

standard deviation of customer satisfaction by 0.631. The implication of the study’s results is that

mobile banking’s convenience and effectiveness has improved customers satisfaction. However,

improvements need to be made in terms of service quality to attain maximum customers’

satisfaction.

5.1.4 Influence of Internet banking on Customer Satisfaction

With internet banking, customers have enjoyed convenient services, financial services have

become cost effective, security and safety of money has been improved. As a result, internet

banking has led to customer satisfaction. The results of the study indicate the coefficient of

regression for internet banking as (β=0.518), hence implying that an increase in the standard
deviation of internet banking by 1 possibly leads to an increase in the standard deviation of

customer satisfaction by 0.518. Banks should work towards fixing any gaps that may exist

between customers’ expectations on service quality and the actual quality of services offered by

internet banking.

5.1.5 Influence of Agency banking on Customer Satisfaction

Agency banking has come along with many benefits to customers; banking services can now be

accessed in remote areas. Customers can now make deposits to their accounts through bank

agents. Customers are happy that they no longer need to visit their main branches because they

can access various services from the bank agents. These have therefore proven that agency

banking is positively related to customer satisfaction. The results of the study indicate the

coefficient of regression for agency banking as (β=0.739), hence implying that an increase in the

standard deviation of agency banking by 1 possibly leads to an increase in the standard deviation

of customer satisfaction by 0.739. However, banks need to further improve on accessibility of

agency banking by registering more agents as well as targeting uncovered regions.

5.2 Conclusion

The researcher made a number of conclusions from the study findings. On the influence of

Automated Teller Machine on customer satisfaction which was the first objective of 59 the

study, the results have shown that there is a direct and significant relationship between

Automated Teller Machine and customer satisfaction. The researcher therefore draws a

conclusion that Automated Teller Machine is a very critical trend that has been witnessed in the

banking industry which affects customer satisfaction. This implies that banks should consider

giving more attention to the Automated Teller Machine element in their banking services by
ensuring they are convenient and efficient. By doing so, banks will enjoy customer loyalty and

satisfaction. The second goal of the study was to determine the influence of mobile banking on

customer satisfaction. The results show that respondents agreed that mobile banking enhances

high levels of customer satisfaction. For higher levels of customer satisfaction, banks should

concentrate on giving high quality mobile banking services. According to the research results,

mobile banking was the main contributor to customer satisfaction among the core themes of

automation of banking services, significantly influencing customer satisfaction. This can be

attributed to the improved money security and accessibility of KCB bank's mobile banking

services. The study’s third goal was to determine the influence of internet banking on customer

satisfaction. The research findings indicated that internet banking increases customer

satisfaction. The results indicate increased customer satisfaction with internet banking is due to

enhanced privacy and security as well as faster transactions. The fourth aim of the study was to

assess the influence of agency banking on customer satisfaction. The results indicated that

agency banking has improved accessibility of banking services hence leading to increased bank

deposits

5.3 Recommendations

Based on the study findings and recommendations from the previous studies it is clear that

automating of bank services highly meets various customer needs and as result leading to high

levels of customer satisfaction. Results have also indicated that banks should focus more on

effectiveness and reliability as far as automation is concerned. Therefore, the current study

makes the following recommendations. i. Commercial banks should partner with mobile network

companies to craft innovative services that suitably meet dynamic customer expectations. This is

necessitated by the huge population that has in access to mobile phones. ii. Banks should conduct
regular inspections of Automated Teller Machine to minimize the common breakdowns. They

should also improve security by employing guards so that customers can access the service at

night. iii. Banks should establish automated services which are user friendly to avoid the

complexities usually experienced by customers when using the automated bank systems.

Customers should find it easy to navigate the systems’ menus. iv. The relevant policy makers

should review and create policies that promote adoption of innovations and technology transfer.

The government should encourage adoption of new technologies in the financial sector hence

boosting profitability of organizations. v. The KCB bank management should establish a strong

system security to attract customers by building their trust as well as assuring them of the best

services. This will enhance customer confidence and loyalty. vi. Banks should consider

educating their customers before launching any technologies in the market. This is because many

customers may not be aware or 61 have little knowledge about the innovative services provided

by their respective banks.