Customer retention is an important element of any banking strategy in today's increasingly competitive environment. Due to its importance, this study examined factors that affecting customer retention in commercial banks a case of Azania bank, Arusha. The study adopted a case study research design, where data was collected from 132 customers using questionnaires and conducted interviews with employees. The collected data were analyzed using descriptive and inferential statistics mainly frequencies, percentages and mean. One sample t-test, independent t-test, ANOVA, correlation and regression techniques were used to examine the relationships between customer satisfaction, service quality, customer trust, customer commitment, switching barrier factors and customer retention. Correlation results show a positive relationship between service delivery and customer retention, as is the case with customer relationships and customer retention. Therefore, the majority the respondents were ready to continue being a customer at Azania Bank due to the way services are delivered and customer relationships. In addition, regression analysis show that customers treated with respect by bank staff, latest electronic products, and access to banking services anywhere in the country, staff responding promptly to inquiries and valuing customer feedback are significantly influencing customer retention. Therefore, the study concludes that service quality, service delivery, customer relationships and customer satisfaction are positively related to customer retention.
This study sought to determine the influence of the internal organizational context on strategy implementation among cooperative societies in Nairobi, Kenya. The study adopted a survey research design to collect data and a quantitative design for data analysis. The study covered a sample of 291 primary cooperative societies selected using a random sampling method from a population of 2,149 societies. Data was analyzed using descriptive and inferential statistics. Out of a sample of Two hundred and ninety-one sets of research instruments two hundred were filled and returned; representing a significant response rate of 68.73%. Out of the 200 respondents, only 180 responding societies had formulated strategic plans and these were the only ones covered by the variable analysis (61.85%). The study found a strong positive correlation between the internal organizational context and strategy implementation (r =.674, n=180, p <.001). The study concludes that the major milestones of strategy implementation had not been achieved in most societies. Successful implementation of strategic plans in cooperative societies requires its organizational structure to be aligned to its strategic plan. It must also be flexible enough to be responsive to any environmental changes. The leadership must be strategic in their outlook, able to not only guide the people but also motivate them towards strategy implementation. Finally, the culture of the organization must be conducive to the strategy being implemented.
Youth participation in leadership activities is a continuous discussion to emphasize in our Tanzanian community. There are limited research findings on factors contributing to youth participation in leadership in secondary schools. This results in a lack of confidence, communication skills, leadership skills, team working, and social participation among the students. Therefore, the study examined the factors influencing youth participation in leadership in secondary schools in Iringa Municipality. The study researcher adopted an explanatory research design to conduct the study. The covered a sample of 300 respondents drawn from a target population of 1400 students of secondary schools in Iringa Municipality. Data analysis was done by use of descriptive and inferential statistics; frequencies, percentages, correlation, and multiple regression. The study revealed that; social influence, social media, and civic education have a positive but weak relationship with youth participation in leadership in secondary schools in Iringa Municipality. This is because the correlation coefficients (r) on the relationship between social influence, social media and civic education with youth leadership participation were 0.159, 0.139, and 0.099 respectively which shows positive significance but weak. This is because in estimating the required relationship the results yielded p values greater than 0.05 which justify insignificant contributions. The practical implication is that these constructs should be improved in their application in order to provide a significant contribution to youth leadership in Iringa Municipality. Based on these results, the researcher recommends advanced policies and division of resources to address youth marginalization in the distribution of opportunities for leadership participation. The resources to be addressed should cover both financial and non-financial resources. The study also recommends that schools should encourage leadership skills, mentoring, and trainings across all activities and programming to advance youth’s self-confidence, agency, and voice to advocate for their issues and engage in civic discussions.
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