FACTORS INFLUENCING CUSTOMER CHOICE OF ISLAMIC BANKS IN KENYA

Abstract

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.