Influence Of Service Quality On Customer Retention Among Deposit Taking Saccos In Kenya: A Case Of Mwalimu National Sacco In Nairobi

ABSTRACT SACCOs are on the forefront to offer financial services to their members; but they encounter with countless problems such as lack of customer care services, lack of good governance, weak member confidence, and inadequate use of technology, insufficient financial services, high registration costs and increasing interest rates among others. Therefore, there exists a gap in literature, which this study aims to fill by establishing the influence of service quality on customer retention among deposit taking Saccos in Kenya with key on Mwalimu National Sacco Nairobi. The study’s general ob…