Strategies to Improve Customer Service in International Money Transfer Companies: A Case of PoaPay Kenya Ltd

Abstract

The purpose of this study was to look at strategies that can be employed to improve the level of customer service in international money transfer institutions. This research focused on the importance of customer service, gaps in customer service and strategies that can be used to bridge these gaps. The research methodology employed in this study was descriptive research design which was chosen due to its ability to use various fonns of data and incorporate human experience. It also provides a bigger overview of the subject in question. The population of this study was made up of the staff and clients of PoaPay Kenya Ltd. The clients of the organization were in two categories, local and international. In addition, staff members participated. Primary data collection method was used in this study and data was collected using an interview guide (questiom1aire) that had been developed by the researcher on the basis ofresearch questions. The study was guided by three research questions importance of good customer service, gaps in customer service in international money transfer companies and the strategies that would be employed to bridge these gaps. The goal of this study therefore was to answer the research questions posed. The research findings of the first research question, which sought find out what the respondents thought of the importance of good customer service showed that majority of the respondent s, agreed that customer service was important in the money transfer industry. This research question also looked into loyalty, professionalism, speed of service delivery and knowledge of the business by employees and in all these areas the findings exhibited that there was room for improvement. The research findings of the second research question that sought to find out the gnps in customer service, showed that some respondents strongly agreed that they were generally satisfied with the customer service at PoaPay, while others felt the gaps and a few were neutral. This research question also covered specific areas which consisted of speed of telephone and e­ mail responses, quick resolution of problems and freedom to air views and the results showed that there were gaps in each area. The Jast research objective looked at strategies for improving customer service and most of the respondents agreed that the proposed strategies, which included introduction of a 24-hour call center will go a long way in raising customer service standards as clients in different time zones would be able to access the services of these companies at any time. In addition, these companies should be sure to employ qualified and competent employees who are knowledgeable about the business and presentable. The business locations should be convenient, safe, easy to locate and the service time should be improved to accommodate more clients. TI1e conclusion of the sh1dy was that strategies were needed to improve the level of customer service in Money transfer companies. The strategies proposed included a 24 hour call center, hiring and retaining quality employees and ensuring they were knowledgeable about the organization’s business. In addition, the service time should be improved and there was need for additional modes of payment. 1twas therefore recommended that the proposed strategies of improving customer service be implemented to bridge the existing gaps. Further studies were also necessary as the needs of customers change over time to ensure that their expectations are exceeded.