OPERATION MANAGEMENT ON SUCESSS OF PROJECTS IN COMMERCIAL BANKS IN NAIROBI COUNTY, KENYA

Brian Kamanu Kuira, Dr. Anastacia Musembi, Lorna Kerubo Nyamwaro

Abstract


Operations management functions enable banks to effectively deploy their operations and implement their projects successfully. The study therefore sought to investigate the influence of the operation management on success of projects in Nairobi County. The study objectives were to: establish the influence of expansion strategies on success of projects in commercial banks in Nairobi County, Kenya, and to establish the influence of customer satisfaction on success of projects in commercial banks in Nairobi County, Kenya. The study adopted descriptive survey design and mixed methods where both quantitative and qualitative data were used. The target population was 455 consisting of 44 operation managers, 44 customer service managers and 367 customers of the 44 duly registered commercial banks. The sample size of the study was 213 individuals which was calculated with the aid of Yamane Formula. Both stratified and simple random sampling was employed. Stratified sampling was used to stratify the sampling frame elements into three strata consisting of operation and customer service managers and the banks customer. The sample size was then proportionately allocated to the strata. Random sampling was used to pick the bank customers from the banking hall. Self-administered questionnaires were used to collect data from both the managers and customers. The quantitative data collected was analyzed with the help of SPSS. A good response rate of 63% was realized. The study concludes that expansion strategies have a significant effect on the success of projects in commercial banks in Nairobi County. The study also concludes that customer satisfaction has a significant effect on the success of projects in commercial banks in Nairobi County. In line with the findings, this study recommends that the management of commercial banks in Nairobi County should formulate and implement effective strategies aimed at improving the quality of services offered to customers. In addition, the management should ensure staff friendliness to the customers, timeliness of service delivery and personal attention from staffs.

Key Words: Operation Management, Expansion Strategies, Customer Satisfaction, Success of Projects, Commercial Banks, Nairobi County


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