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Papers by christopher masila
European journal of business and management research, Feb 24, 2024
The problem to be investigated was how agency banking has influenced customer satisfaction in Ken... more The problem to be investigated was how agency banking has influenced customer satisfaction in Kenya. The research involved coming up with ways on how banks that use agent banking models were able to satisfy their customers’ needs fully and solve problems as they arise. The specific objectives of the research were to find out the relationship between agency banking and on time delivery of customer banking services, find out the extent to which customers utilize agent banking services, to find out the relationship between agency banking and customer service quality assurance, to find out the relationship between agency banking and cost reduction on customer service delivery, and finally to find out whether banks fulfill customer expectation and reliability of agent banking services. The research design involved administering questionnaires to the target population. This target population was customers using agent bank services in the selected regions in Kenya. The target population wa...
East African Journal of Forestry and Agroforestry
The present thirty-one percent of overall forest cover is not enough to conserve biological diver... more The present thirty-one percent of overall forest cover is not enough to conserve biological diversity globally and so the need to conserve the last global forests (Powlen et al., 2021). Kenya has experienced significant degradation of forest resources in the last 40 years. In 2005, the government passed a forest legislation that allows communities adjacent to forests to co-manage forests. This paper evaluated the driving force of community involvement in participatory forest management. The paper adopted a descriptive research design targeting forest-adjacent communities. A questionnaire and interview schedule were used for data collection. A pilot study was conducted, and research tools were carefully revised to ensure the validity and reliability of the content. The paper used Taro Yamane’s sampling formula to extract 255 respondents from a total of 671 households surrounding the forest. Quantitative data were evaluated using inferential statistics. The results were presented in t...
The problem to be investigated was how agency banking has influenced customer satisfaction in Ken... more The problem to be investigated was how agency banking has influenced customer satisfaction in Kenya. The research involved coming up with ways on how banks that use agent banking models were able to satisfy their customers’ needs fully and solve problems as they arise. The specific objectives of the research were to find out the relationship between agency banking and on time delivery of customer banking services, find out the extent to which customers utilize agent banking services, to find out the relationship between agency banking and customer service quality assurance, to find out the relationship between agency banking and cost reduction on customer service delivery, and finally to find out whether banks fulfill customer expectation and reliability of agent banking services. The research design involved administering questionnaires to the target population. This target population was customers using agent bank services in the selected regions in Kenya. The target population was 250 agent banking customers. The research used stratified random sampling. It was divided into various strata of
European journal of business and management research, Feb 24, 2024
The problem to be investigated was how agency banking has influenced customer satisfaction in Ken... more The problem to be investigated was how agency banking has influenced customer satisfaction in Kenya. The research involved coming up with ways on how banks that use agent banking models were able to satisfy their customers’ needs fully and solve problems as they arise. The specific objectives of the research were to find out the relationship between agency banking and on time delivery of customer banking services, find out the extent to which customers utilize agent banking services, to find out the relationship between agency banking and customer service quality assurance, to find out the relationship between agency banking and cost reduction on customer service delivery, and finally to find out whether banks fulfill customer expectation and reliability of agent banking services. The research design involved administering questionnaires to the target population. This target population was customers using agent bank services in the selected regions in Kenya. The target population wa...
East African Journal of Forestry and Agroforestry
The present thirty-one percent of overall forest cover is not enough to conserve biological diver... more The present thirty-one percent of overall forest cover is not enough to conserve biological diversity globally and so the need to conserve the last global forests (Powlen et al., 2021). Kenya has experienced significant degradation of forest resources in the last 40 years. In 2005, the government passed a forest legislation that allows communities adjacent to forests to co-manage forests. This paper evaluated the driving force of community involvement in participatory forest management. The paper adopted a descriptive research design targeting forest-adjacent communities. A questionnaire and interview schedule were used for data collection. A pilot study was conducted, and research tools were carefully revised to ensure the validity and reliability of the content. The paper used Taro Yamane’s sampling formula to extract 255 respondents from a total of 671 households surrounding the forest. Quantitative data were evaluated using inferential statistics. The results were presented in t...
The problem to be investigated was how agency banking has influenced customer satisfaction in Ken... more The problem to be investigated was how agency banking has influenced customer satisfaction in Kenya. The research involved coming up with ways on how banks that use agent banking models were able to satisfy their customers’ needs fully and solve problems as they arise. The specific objectives of the research were to find out the relationship between agency banking and on time delivery of customer banking services, find out the extent to which customers utilize agent banking services, to find out the relationship between agency banking and customer service quality assurance, to find out the relationship between agency banking and cost reduction on customer service delivery, and finally to find out whether banks fulfill customer expectation and reliability of agent banking services. The research design involved administering questionnaires to the target population. This target population was customers using agent bank services in the selected regions in Kenya. The target population was 250 agent banking customers. The research used stratified random sampling. It was divided into various strata of