International Journal of Science and Research (IJSR)

International Journal of Science and Research (IJSR)
Open Access | Fully Refereed | Peer Reviewed

ISSN: 2319-7064


Downloads: 131

Research Paper | Business Management | Kenya | Volume 7 Issue 5, May 2018


Effect of Electronic Banking on Customer Retention in Commercial Banks in Nakuru Town

Mecha N. Jairus


Abstract: Banks can attract customers on a daily basis. However, they have not been able to retain most of their customers as noted by the high numbers of reduced customers. This study sought to assess the effect of electronic banking on customer retention in commercial banks in Nakuru. The target population for the study was 66 customer relationship officers and managers from commercial banks in Nakuru Town. A census strategy was adapted for the study where survey research design was used. Data for the study was collected by administering questionnaires to the selected relationship managers and officers. The data was then analyzed using descriptive statistics such as frequency counts, percentages, means and standard deviation. Further, Pearson correlation analysis was done between customer relation strategies and customer retention. The study revealed a statistically significant correlation between the level of use of electronic banking and customer retention in commercial banks in Nakuru Town. The study, therefore, recommended that owing to the impact of electronic banking on the performance of commercial banks, it was important that banks enhance their investment in more innovative customer service technologies. It is hoped that the study will give meaningful insight on different customer relationship strategies to enhance their retention


Keywords: Customer Retention, Commercial banks, E-banking, Internet banking


Edition: Volume 7 Issue 5, May 2018,


Pages: 1354 - 1358


How to Cite this Article?

Mecha N. Jairus, "Effect of Electronic Banking on Customer Retention in Commercial Banks in Nakuru Town", International Journal of Science and Research (IJSR), https://www.ijsr.net/get_abstract.php?paper_id=ART20182454, Volume 7 Issue 5, May 2018, 1354 - 1358

How to Share this Article?

Enter Your Email Address


Similar Articles with Keyword 'Customer Retention'

Downloads: 133

Research Paper, Business Management, Zimbabwe, Volume 8 Issue 1, January 2019

Pages: 1460 - 1463

Impact of Switching Costs on Reducing Customer Churn in Commercial Banks

Ropafadzo Mhizha, Dr Kudakwashe Zvitambo

Share this Article

Downloads: 140

Research Paper, Business Management, Somalia, Volume 8 Issue 1, January 2019

Pages: 2061 - 2062

The Effect of Customer Relationship Management and Organizational Performance in Mogadishu Somalia

Mohamed Dahir Mohamud

Share this Article

Similar Articles with Keyword 'Commercial banks'

Downloads: 96

Research Paper, Business Management, Kenya, Volume 6 Issue 10, October 2017

Pages: 1256 - 1262

Factors Affecting the Adoption of Mobile Banking by Deposit Taking Saccos in Kenya

Munyambu Veronica Gathoni, Dr. Joseph Obwogi

Share this Article

Downloads: 133

Research Paper, Business Management, Zimbabwe, Volume 8 Issue 1, January 2019

Pages: 1460 - 1463

Impact of Switching Costs on Reducing Customer Churn in Commercial Banks

Ropafadzo Mhizha, Dr Kudakwashe Zvitambo

Share this Article

Similar Articles with Keyword 'Customer'

Downloads: 21

Research Paper, Business Management, India, Volume 10 Issue 3, March 2021

Pages: 1597 - 1600

Motivation Theories and their Application

Dr. Arunesh Kumar Gupta

Share this Article

Downloads: 33

Case Studies, Business Management, Madagascar, Volume 10 Issue 2, February 2021

Pages: 1570 - 1576

Does the Purchase Method Influence Customer Satisfaction? A Case Study of Online and Direct Sales in Madagascar

Solofomiarana Rapanoel Tsirinirina, Ramanankonenana Tamby Misaina, Rakotovao Manovosoa Finaritra, Rakotomahenina Pierre Benjamin

Share this Article

Similar Articles with Keyword 'Retention'

Downloads: 33

Case Studies, Business Management, Madagascar, Volume 10 Issue 2, February 2021

Pages: 1570 - 1576

Does the Purchase Method Influence Customer Satisfaction? A Case Study of Online and Direct Sales in Madagascar

Solofomiarana Rapanoel Tsirinirina, Ramanankonenana Tamby Misaina, Rakotovao Manovosoa Finaritra, Rakotomahenina Pierre Benjamin

Share this Article

Downloads: 126

Review Papers, Business Management, Kenya, Volume 8 Issue 8, August 2019

Pages: 2106 - 2112

Promotion Practice Opportunity and Employee Retention in Selected Beverage Processing Firms in Kenya

Chumo Sylvia Chepkosgey, G. S. Namusonge, Elizabeth Nambuswa Makokha

Share this Article

Similar Articles with Keyword 'Commercial'

Downloads: 82 | Monthly Hits: ⮙2

Case Studies, Business Management, Saudi Arabia, Volume 9 Issue 12, December 2020

Pages: 396 - 401

BP Evaluation and Re-engineering: Case Study Acquiring Travel Plan Quotations

Asma AL Zahrani, Reham Al Wadai, Redha AL Sulami, Zinah Matar, Salma Mahgoub

Share this Article

Downloads: 89

Research Paper, Business Management, Ethiopia, Volume 9 Issue 9, September 2020

Pages: 1006 - 1009

Prospects and Challenges of Foreign Banking Entry to Ethiopian Financial Market

Matiwos Ensermu

Share this Article

Similar Articles with Keyword 'banks'

Downloads: 89

Research Paper, Business Management, Ethiopia, Volume 9 Issue 9, September 2020

Pages: 1006 - 1009

Prospects and Challenges of Foreign Banking Entry to Ethiopian Financial Market

Matiwos Ensermu

Share this Article

Downloads: 96

Research Paper, Business Management, Kenya, Volume 6 Issue 10, October 2017

Pages: 1256 - 1262

Factors Affecting the Adoption of Mobile Banking by Deposit Taking Saccos in Kenya

Munyambu Veronica Gathoni, Dr. Joseph Obwogi

Share this Article
Top