Influence of Entrepreneurial Customer Experience on Savings Mobilization among Micro and Small Enterprises
The study results from various researchers have highlighted mixed findings on the influence of customer experience on savings mobilization among MSEs who mobilize their financial resources in diverse financial institutions at their respective financial institutions, whereas it has generally been argued that satisfying customer experience greatly influences customers repurchase intentions, dissatisfaction has been viewed as the primary reason for customer’s intention to switch to competitors. The current research used mixed research design to conduct the study among 339MSEs who are registered with KNCCI Trans Nzoia county. Stratified sampling was used to categorize MSEs into three strata’s; service manufacturing and commerce or trade, then random sampling used to select the study sample. Pilot study was conducted to test the research instruments reliability and validity and were found to meet the threshold 0.70.The study conducted correlation among customer experience factors which were found to be significant . The main findings of this study showed that customer experience influences savings mobilization among the MSE’s. The financial institutions clients want to feel recognized and valued by the employees of the financial institution when seeking products and services from them. The entrepreneurs expect high quality saving products and services meeting their unique needs, they also need to receive feedback and updates on time from their financial institutions whenever they make enquiries at their respective financial institutions.
Volume (Year): 6 (2016)
Issue (Month): 4 (April)
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- Pascaline Dupas & Jonathan Robinson, 2013.
"Savings Constraints and Microenterprise Development: Evidence from a Field Experiment in Kenya,"
American Economic Journal: Applied Economics,
American Economic Association, vol. 5(1), pages 163-192, January.
- Robinson, Jonathan & Dupas, Pascaline, 2009. "Savings Constraints and Microenterprise Development: Evidence from a Field Experiment in Kenya," Santa Cruz Department of Economics, Working Paper Series qt34w0w53t, Department of Economics, UC Santa Cruz.
- Pascaline Dupas & Jonathan Robinson, 2009. "Savings Constraints and Microenterprise Development: Evidence from a Field Experiment in Kenya," NBER Working Papers 14693, National Bureau of Economic Research, Inc.
- Noelia Camara & Ximena Pena & David Tuesta, 2014. "Factors that Matter for Financial Inclusion: Evidence from Peru," Working Papers 1409, BBVA Bank, Economic Research Department.
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