Jomo Kenyatta University of Agriculture and Technology

Dr. William Sakataka (PhD)

Jomo Kenyatta University of Agriculture and Technology

Mr. Robert Wamalwa Wandera

Jomo Kenyatta University of Agriculture and Technology

CITATION: Sakataka W, Wandera R.W (Oct, 2015), Effect of business realignment practices on service delivery in co-operative bank, Kimilili branch: International Journal of Economics & Finance volume 1 (4), 123-138. ISSN 2105 6008.


In today’s fast-moving world, change has become a way of life. However, alongside change we must also consider efficiency and effectiveness, which leads to the question: How do we improve if things are always changing in a strategic manner? Organizations must balance management of their current service offerings with a provision for future strategic changes. A commitment to an ongoing strategic business re-alignment practice will yield results in the long term more consistently. The objectives of this study were;

          (i) To establish/examine service delivery practices and policies by Co-operative Bank,

         (ii) To identify the level of relationship between strategic service delivery and customer retention, and

         (iii) To assess optional strategic customer satisfaction strategies to enhance customer retention.

The study adopted descriptive research design to support and meet the research objectives. The study employed a questionnaire with both structured and semi-structured questions in relation to the study objectives as a key instrument for primary data collection. Both quantitative and qualitative data analysis method was used. Qualitative data was collected from the open-ended responses from the respondents and thereafter analyzed using content analysis and SPSS. The study found out that corporate governance, strategic customer retention, outsourcing and quality affect Business Realignment Practices on Service Delivery in Co-operative Bank-Kimilili Branch. The study recommends that policy and practice for business realignment strategies should be carefully evaluated and the results of that evaluation fed back into improved approaches.

Keywords: customer satisfaction, customer retention, service delivery and strategic business re-alignment

View Full PDF Version