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Effect of Customer Information on Consumer Satisfaction: A Case of the NIC Bank Limited

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dc.contributor.author Mwangi, Christopher
dc.contributor.author Katuse, Paul
dc.date.accessioned 2019-01-22T11:56:33Z
dc.date.available 2019-01-22T11:56:33Z
dc.date.issued 2017
dc.identifier.uri http://erepo.usiu.ac.ke/11732/4200
dc.description Journal Article en_US
dc.description.abstract The purpose of the study was to establish the effect of customer information on consumer satisfaction, a case of the NIC bank limited. The descriptive survey research design was preferred for the study. The population of the study was over 10,000 credit card holders in NIC Bank. Snow balling sampling technique was appropriate for this study because credit card customers were not keen on cooperating because of the sensitivity of information gathered and only cooperated on referral from friends. Fishers‟ formula was used for calculating the sample size of an infinite population which amounted to 384 but for the purpose of improving the response rate, the study added 16 more respondents to total up to 400. The study used primary data. The study used a questionnaire as the preferred data collection tool. Information was sorted, coded and input into the statistical package for social sciences (SPSS) for production of descriptive statistics. The results were presented using tables and pie charts to give a clear picture of the research findings. Based on the findings, the study concluded that the organization did not provide enough information to enable the customers use credit cards wisely. Results also led to conclusion that Consumers should take credit cards with sufficient information on the credit terms. Results also concluded that that Consumers‟ should have attitudes and perceptions towards credit cards. Results concluded that the proliferation of credit cards and their ease of access had given consumers increased opportunities for making credit purchases. Results also concluded that the organization should consider leveraging information on social sites with regard to finding a customer’s most recent location. Based on the findings, the study recommends that banks should emphasize on leveraging information on social sites with regard to finding a customer’s most recent location. In addition the study recommends that the banks should adopt sending credit card information through twitter and Facebook. In addition, banks should invest in consumer groups to sensitive customers on credit card issues. en_US
dc.language.iso en en_US
dc.publisher AJPO en_US
dc.relation.ispartofseries IJBS Vol.2, Issue 1 No.2, pp20-38, 2017;
dc.subject Customer Information en_US
dc.subject Consumer Satisfaction en_US
dc.subject NIC Bank Limited en_US
dc.title Effect of Customer Information on Consumer Satisfaction: A Case of the NIC Bank Limited en_US
dc.type Article en_US


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