Abstract: The objective of this study was to establish how customer perspective affect performance management of the banks. The following theories supported this study which include stakeholder theory, competence theory, diffusion of innovation theory and budgeting theory. The descriptive design was used with questionnaire as the instrument used in data collection. E-Questionnaires were emailed to the banks. The target population was 44 branches of KCB Bank Group and Consolidated Bank. The unit of observation was one operations manager, branch manager and human resource manager from each bank. The study conducted a census on all the branches. Data collected was analyzed using SPSS version 25 to present data in form of frequencies, descriptive and inferential statistics which were used to derive conclusions. The study conducted a multiple regression analysis to determine the relationship between the variables. The study presented findings in form of tables and figures. The results indicated that there was a positive and significant relationship between customer perspective and performance management.
Keywords: Customer Perspective, Performance, Performance Management.
Title: EFFECT OF CUSTOMER PERSPECTIVE ON PERFORMANCE MANAGEMENT OF KCB BANK GROUP AND CONSOLIDATED BANK LIMITED
Author: Lucieta Wangari Ngure, Antony Sije
International Journal of Social Science and Humanities Research
ISSN 2348-3156 (Print), ISSN 2348-3164 (online)
Vol. 11, Issue 2, April 2023 - June 2023
Page No: 66-71
Research Publish Journals
Website: www.researchpublish.com
Published Date: 19-April-2023
