Journal Articles
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Item Relationship between Debt Collection Practices and Customer Satisfaction in Financial Institutions in Somalia(Reviewed Journal International of Business Management,, 2023-06) Sultan, Ahmed Ali Ahmed; Senaji,Thomas Anyanje; Omanwa, Clemence NikiyizaCustomer satisfaction is crucial for performance of financial institutions hence the need to understand the factors that influence it. The relationship between debt collection strategy and customer satisfaction in financial institutions in Somalia was investigated through a cross sectional survey of 215 respondents from whom data was collected using a structured questionnaire. Specifically, the effect of reactive and proactive debt collection strategy as well as that of debt collection behavior on customer satisfaction in financial Institutions in Somalia was examined. Both descriptive and inferential statistics were used to analyze data and all hypotheses were tested at 5% significance level where reactive debt collection strategy and debt collector behaviour had a significant positive relationship with customer satisfaction. However, proactive debt collection strategy did not significantly influence customer satisfaction. It was recommended that financial institutions in Somalia should focus on enhancing their reactive debt collection strategies and debt collector behaviour to improve overall performance through customer satisfaction.Item Influence of Knowledge Acquisition on Customer Satisfaction in Four and Five Star Hotels in Nairobi County, Kenya(International Journal of Research and Scientific Innovation, 2022-10) Wekesa, Emmah Namwenya; Moguche, Abel; Muchai, PeterThe study investigated the influence of knowledge acquisition on customer satisfaction in four and five star hotels in Nairobi. In conducting the study the researcher was guided by the knowledge based view of the firm. The theory was greatly favored by the research because it considers firms as sources, assimilators, developers and exploiters of different types of knowledge. The study adopted a descriptive research design. Stratified random sampling was used to arrive at the sample size. The target population comprised of 28 four and five star hotels in Nairobi County. A sample size of three hundred and twenty four employees (324) and four hundred and fifteen boarding customers (415) was selected. The study employed a descriptive research design that examined how knowledge acquisition influences customer satisfaction in four and five-star hotel establishments in Nairobi County, Kenya. The findings indicated that there was a positive correlation (R=0.688, p-value of 0.000) between knowledge acquisition and customer satisfaction. The findings further indicated that knowledge acquisition had significant influence on customer satisfaction. The study recommended that hotels should come up with measures to identify and adopt knowledge acquisition practices in order to enhance customer satisfaction.