Service Delivery

Only available on StudyMode
  • Download(s) : 142
  • Published : January 9, 2013
Open Document
Text Preview
TABLE OF CONTENTS

DECLARATION…………………………………………………………………..….i

APPROVAL………………………………………………………………………..iii

DEDICATION……………………………………………………………………...iv

ACKNOWLEDGEMENT………………………………………………………….v

TABLE OF CONTENTS………………………………………………………….vi .
LIST OF TABLES……………………………………………………………….…ix

LIST OF FIGURES………………………………………………………………...x

ABSTRACT…………………………………………………………………..…….xi

CHAPTER ONE

INTRODUCTION
1.0 Background of the study………………………………………………………....1 1.1 Statement of the problem…………………………………………………….…..2 1.2 The purpose of the study………………………………………………………....2 1.3 Specific objectives of the study…………………………………………………..3 1.4 Research questions…………………………………………………………….…3 1.5 Significance of the study…………………………………………………………3 1.6 The scope of the study……………………………………………………………4 1.7 Conceptual framework…………………………………………………………..5

CHAPTER TWO

LITERATURE REVIEW
2.0 Introduction………………………………………………………………………6 2.1 Definition of concepts…………………………………………………………….6 2.2 Relationship between service delivery and performance…………………….......6 2.3 Effect of service delivery on performance……………………………………....7 2.4 Forms of services offered by banking institutions……………………………...7 2.5 Research limitations……………………………………………………...……..12

CHAPTER THREE
METHODOLOGY
3.0 Introduction……………………………………………………………………...12 3.1 Research design………………………………………………………………....12 3.2 The study population…………………………………………………………...12 3.3 Sample framework…………………………………………………………….12 3.3.1Sample size…………………………………………………………………….12 3.3.2Sample techniques……………………………………………………………..12 3.4 Research instruments……………………………………………………….….13 3.4.1Questionnairre……………………………………………………………….....13 3.4.2Interviews……………………………………………………………...……….13 3.4.3Observation………………………………………………………...…………..13 3.5 Data analysis…………………………………………………………...……..…13

CHAPTER FOUR

PRESENTATION OF FINDINGS, INTERPRETATION AND ANALYSIS
4.0 Introduction……………………………………………………………………14 4.1 Relationship between service delivery and performance of Equity Bank….....14 4.2 Effect of service delivery on performance of Equity Bank…………………...16 4.3 Services delivered by Equity Bank…………………………………………...17

CHAPTER FIVE
SUMMARY OF FINDINGS, CONCLUSIONS AND RECOMMENDATIONS
5.0 Introduction ………………………………………………………………….…26 5.1 Summary……………………………………………………………………...…26 5.2 Conclusion…………………………………………………………………….....27 5.3 Recommendations………………………………………………………….…....28 5.4Areas for further studies…………………………………………………..……..29

References…………………………………………………………………………...30 Appendix A. questionnaire……………………………………………...……….….32 Appendix B. interview guide……………………………………………..….……..35 Appendix C. Time schedule………………………………………………….….....36 Appendix D. budget of the study……………………………………………….…37

LIST OF TABLES
Table 4.1 Perceptions of Equity Bank Services………………………………….14 Table 4.2Determination of Service Efficiency……………………………………15 Table4.3 How Service Delivery Affect Performance…………………………….16 Table 4.4How Customers Cope up with Service Delivery……………………….17 Table 4.5Services offered by Equity Bank according to the customers…...…….18

LIST OF FIGURES
Figure 1.Perception of Equity Bank Services……………………………………..14 Figure 2.Determination of Service Efficiency…………………………………….15 Figure 3.How Service delivery affect performance………………………………16 Figure 4.How Customers cope up with service delivery…………………………17

A research project submitted to Jomo Kenyatta University of Agriculture and Technology in partial fulfilment for the award of a degree in Bachelor of Commerce and Business Administration. JULY 2012

ABSTRACT
The research topic was chosen due to the fact that there has been an intense global competition in the service sectors and more so in the finance and banking sectors whereby some of the institutions in the industry do not believe that the various services they provide and the way...
tracking img