Factors for customer satisfaction and customer dissatisfaction in commercial banks

Abstract

The banking industry is a key player in ensuring economic development as a result of customer satisfaction. This article investigates the satisfaction trends of 403 respondents in the banking industry in Kenya. The research results were acquired through administration of questionnaire and processed using SPSS 22.0, with special emphasis on descriptive statistics. Based on the research results, the overall level of customer satisfaction is above 50%. Besides, women are more satisfied than men. In addition, presence of bank branches is the most important factor of satisfaction and preferred more by people with university education. High bank charges is the most important factor of dissatisfaction in Kenyan commercial banks. The most important factor of dissatisfaction is favored by more than 50% of the respondents in all the social groups. © 2015, Mediterranean Center of Social and Educational Research. All rights reserved.