Challenges of Customer Retention in the Kenyan Banking Sector: A case Study of KCB Treasury Square Branch, Mombasa
Keywords:
Customer retentionAbstract
This study is about the analysis of the challenges of customer retention in the Kenyan banking sector. The main objective of the study is to analyze the challenges that affect customer retention and how to overcome them in the banking sector. To achieve this, 40 respondents were selected from the 40 employees of KCB Bank, Treasury Square branch in Mombasa County. These employees were from the following departments: Finance, Customer Service, Compliance, Sales and Marketing, Control and Strategic Management. Data was collected and administered using a structured questionnaire to the respondents. The researcher requested the respondents to fill the questionnaire as they are served. The study incorporated descriptive data analysis tools and the likert scale to determine the weight of the factors.
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