An Investigation Into The Marketing Strategies Used By Commercial Banks In Managing Service Breakdown Among Sme Customers. Some Experiences In Kenya

AN INVESTIGATION INTO THE MARKETING STRATEGIES USED BY COMMERCIAL BANKSIN MANAGING SERVICE BREAKDOWN AMONG SME CUSTOMERS. SOME EXPERIENCES IN KENYAABSTRACTThis study sought to establish the strategies used by ccommercial banks in Kenya in Managing Service Breakdown among SME Customers. The study focused on five commercial banks namely Barclays, Kenya Commercial Bank, Standard Chartered, Equity and Fina  bank which currently offer services to SME customers. A self-administered open and closed ended questionnaire was utilized in collecting primary data from the field. Data collected was ana…