Abstract: Customer satisfaction represents a modern approach for quality in enterprises and organizations invest in developing a truly customer-focused management and culture. Measuring a customer satisfaction offers an immediate, meaningful and objective feedback about client’s preferences and expectations i.e. Influence of bank products and services, influence of credit card charges, transaction fees, and influence of loan requirements. The purpose of this study was to establish the effects of bank information disclosure on customer preference of bank, bank managers who disclose information to customers are likely to attract and retain customers. The study was based on a descriptive survey design. The study targeted bank customers drawn from Bomet County. Random sampling technique was used to select sample size of two hundred and ninety respondents. Data was collected by use of questionnaires. The validity of the instrument was established by having the supervisor review the questions in the questionnaire. A pilot study was done in order to ensure the validity of the instruments. Data was analyzed through descriptive statistics technique such as frequency distribution and percentages. The study concludes that customers were attracted to bank due to information disclosed to them pertaining the bank services and products, credit repayment plan and business loan. It has also been established that information on credit card charges affected customers’ preferences in commercial banks in Bomet County. It has also been established that customers were being informed about ATM fee, withdrawal fee and electronic fund transfer. The study recommends that there should be proper maintenance of the system used by the bank in order to ensure smooth flow of information that is of vital importance to the customers and the organizations concerned. The findings of the study may be useful the bank management in ensuring that bank realize increased market capitalization. The findings may also supplement the existing literature on the effects of information disclosure on customers’ preference in commercial banks in Kenya.
Keywords: Customer satisfaction represents, customers’ preference, commercial banks.
Title: Effects of Banking Information Disclosure on Customers’ Preferences in Commercial Banks in Kenya: A Case of Selected Commercial Banks in Bomet County
Author: Chepkirui Agnes Orwasa, Dr. Kepha Ombui
International Journal of Management and Commerce Innovations
ISSN 2348-7585 (Online)
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