Research papers and presentations

Permanent URI for this collectionhttp://197.136.59.112:4000/handle/123456789/13

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Start date: 2020End date: 2021

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    DETERMINANTS OF CUSTOMER LOYALTY IN ISLAMIC BANKING: A CASE STUDY OF GULF AFRICAN BANK.
    (2021-05-01) MOHAMED, HAMIDA
    The main cause of this study was to establish factors that determined customer loyalty rates at Gulf African Bank. To achieve this, the study sought to analyze the effect of service quality levels on customer loyalty, to investigate the effect of service or product delivery channels on customer loyalty and finally examined the effect of service cost on customer loyalty rates at Gulf African Bank. The study adopted a descriptive research design using a quantitative methodology using Gulf African Bank as the case of the study. The population of the study was drawn from Gulf African Bank customers with accounts that had been both active in May and June 2017. A Stratified random sampling and Questionnaires was used in ease of data collection and for purposes of explaining contents of the questionnaire to customers. Data was shown using tables and figure. Key findings of this study revealed that most of Gulf African Bank customers perceived customer service quality levels to be good. Consequently, this enhanced the bank’s customer loyalty rates. This study concluded that there exists a positive relationship between the levels of customer service as well as customer loyalty rates. The higher the customer service quality levels the higher the loyalty rate for Gulf African Bank customers. The study concluded that use of technology in delivery of banking products and services enhances customer loyalty rates. While technology use in service delivery is key, the use of branches remains vital for customer service delivery. This study recommended that Gulf African Bank should continually improve its customer service levels. In addition, the study recommended that Gulf African Bank continually invests in modern, new and innovative platforms to deliver banking products and services; multichannel delivery of services and products to enhance customer loyalty rates .
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    FACTORS INFLUENCING CUSTOMER CHOICE OF ISLAMIC BANKS IN KENYA
    (2021-06-01) ALI, FATMA
    The purpose of this study was to investigate factors influencing customer choice of Islamic banks in Kenya. The specific objectives were to evaluate the effects of quality of service, competition, information technology and managerial skills on customer choice of Islamic banks in Kenya The research is of significance to The Bank, Government of Kenya and other researchers. Descriptive research design was used whereby the researcher used primary and secondary data in the study as the primary data was collected through issuance of questionnaires. The questionnaire comprised both open and closed ended, which were distributed in top management, middle management and operational staff of the bank. Stratified random sampling techniques was conducted to obtain the sample size of the respondents. The target population for the study was 86 bank officials with a sample of 45 staffs. The findings were then analyzed quantitatively and presentation of data was by use of tables and figures. The findings of the study with 96% indicated that competition affects customer choice of Islamic banks in Kenya while 4% disagreed with the opinion. Respondent with 56% indicated that information technology do affect customer choice of Islamic banks in Kenya where us 44% disagreed with the idea. Respondents of 92% indicated that managerial skills affects customer choice of Islamic banks in Kenya while 8% denied. Respondents of 80% indicated that quality of service affects customer choice of Islamic banks in Kenya. The study recommends that competition should be encouraged through motivation amongst the bank’s staff to boost the quality of the service offered. Technological facilities and systems should be upgraded to solve complex scenes like queuing, quality service should be maintained at the highest level possible via putting more efforts like working overtime and managerial skills should be reviewed occasionally.
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    FACTORS AFFECTING CREDIT RISK IN FIRST COMMUNITY BANK
    (2021-05-17) NOOR, HAMDI AHMED
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    THE ROLE OF SHARIAH SCHOLARS IN THE GROWTH OF ISLAMIC BANKS IN KENYA: A CASE STUDY OF FIRST COMMUNITY BANK
    (2021-04-01) SIMIYU, EVANS WAFULA
    This study aims to investigate the roles that are played by shariah scholars that contribute on the growth of Islamic Banks in Kenya. The main objectives were to determine the impact of shariah governance on the growth of slamic Banks in Kenya, to establish the extent to which Educating the Public's influences the growth of IBS, to determine the Product approval by Shariah scholars influences the growth of Islamic banks in Kenya. The Bureaucracy and Growth theories contributed much in the study as they elaborated well how an organization can be brought up. Shariah governance, Educating the Publics on the benefits of financial products and services offered by Islamic banks and Product approval are the key roles of shariah scholars thus listed as independent variables as they were found to be the influencers of the growth of slamic banking which is the dependent variable. To achieve this, the research was conducted in the form of a descriptive study method because it identifies patterns and trends of events. The targeted population was the managers of FCB. A simple random sampling technique was used to identify the 10 sample size elements. Questionnaires were used to collect the primary data from 20 managers drawn from the banks because it’s cheap, saves time and man power to collect data from the field. Collected data were analyzed using Microsoft Excel and Statistical package for social scientists to compute descriptive statistics i.e. frequencies and ranges. Finally, the presentation of the results was done by use of graphs, charts, tables etc. For clarity and each of understanding of the findings. In conclusion the study found that it was Shariah Governance, Educating the Publics on Islamic financing products and Product approval were the key roles of Shariah Scholars that were 65.90% of factors that contributed to the growth of slamic Banks in Kenya. The study recommended the IBS should review, emphasis on training, advertising and create awareness of their services and products to a competitive level. About recommendations on Further study, the other studies to assess the factors that influence the growth of Islamic banks using the secondary data as the present study uses the primary data, Further study to be carried out to determine what other factors remaining 34.10% as the present study established 65.90% explained by Shariah governance, educating the Publics and product approval.