The Effect of Customer focus Strategies on performance of Cooperative Bank of Kenya
Keywords:
Change Management Practices, Customer Focus, Cooperative Bank of Kenya.Abstract
Strategic management practice has gained significance in recent years, particularly in the Kenyan banking industry. Players in banking industry are continuously under intense pressure to profoundly change the manner in which they do business to remain competitive and ensure their survival. The objective of this study was to determine the effect of Customer focus Strategies on performance of Cooperative Bank of Kenya. The study adopted a primary research methodology, which involved use of closed questionnaires to collect data from a sample of 65 employees selected from among the staff and board members of Cooperative Bank of Kenya. Data collected was analysed using Statistical Package for Social Sciences (SPSS) Version 22.0 software. Findings from the study revealed that customer focus strategies (p=0.028; p<0.05) have a significant influence on performance of Cooperative Bank of Kenya. Customer focus strategies are part of strategic change management practices that influence the performance of Cooperative Bank of Kenya. It was recommended that Cooperative Bank of Kenya should engage in continuous improvement through maintaining focus on customers in order to sustain performance.
Key words: Change Management Practices, Customer Focus, Cooperative Bank of Kenya.
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