4.3.4 Employment Population The Table 4.5 indicates the data about Employment status of respondents of the research questionnaire. It shows that unemployed respondents in both gender is 14 in number and 20% in percentages. Employed respondents number was 26 and 37.2% in percentages of the respondents which it seems to be the highest number of responses to the research questionnaire. The Owners are second in participation on response on questionnaire with 18 in number and 25.7% of the respondents and the student’s number who responded to questionnaire was 9 and 12.3% of respondents. The minority groups of responses was Retired people who are all customers of CRDB Bank which was three in number and were 4.3% of the respondents (see Table 4.5). Table 4.5: Employment Data Employment Data Employment data Female Male Gender Percentage % Unemployment 5 5 10 14.3 Employment 4 10 14 20 Student 6 8 14 20 Retired 6 8 14 20 Owner 8 10 18 25.7 Total 29 41 70 100 Source: Field Data (2013) 4.2.5 Number of Years Using the Bank of CRDB by Respondents In the Table 4.6 show that how many years the respondents have been as customers of the bank. Its seems that the customers who have been using the CRDB Bank between 1 to 3 years is the largest number of 22 which was 31.4% and followed by
Source: Data (2013) Moreover, the issue concerning about the bank whether the customer will choose CRDB Bank among other Banks the Figure 4.6 indicate that respondents are highly agreeing to choose the CRDB bank over other banks because customers felt satisfied toward their service quality. This is because the average score was 4.3 which is more than 4.0. 4.4.1 Summary of Results on Percevied Variables The results indicated that most of variables returned an overall mean score of 4.0 points out of 5.0 points. Customers felt that the tangibility and assurance of the bank services quality returned an overall mean score greater than 4.0 points which was 4.1 points and 57 respondent claim to be satisfied. This result indicates that customers are satisfied with assurances and tangibility of the bank services quality. While the results indicated that customers returned a mean score of 4.0 points which is responsiveness and reliability respectively. This result indicated that customers are moderately satisfied from the services quality of reliability and response of the bank staffs. However, the services quality of the empathy variable returned an overall mean score of 3.8 which less than mean of 4.0, thus, results to moderate satisfaction in the attention of the bank toward customers. Also, there are results that indicated in general the satisfaction of customers towards the services of banks seem to be more than 4.0 points. Whereas, the overall mean score of 4.1 points which indicates that there are customers who are moderately satisfied As shown in Table 4.7.
4.5 Qualitative Analysis This section presents the results and analysis of section C from the questionnaire, the results are generated from the interview conducted with 70 respondents. “In the additional questions for respondents were asked what are the types of services does bank of crdb render to them and if there are satisfy or not with the services rendered to them”? In response of which all the hundred percent (100%) of the respondents seem to be the knowing the services they receive from the bank such as: Saving, Withdraw, Deposti Deposit, ATMs Machines Service, Internet Bank, Insurance, Loan and Sim Banking. The eigthy two percent (82%) of respondents agree that they are actually satisfied with the services received from the bank which was 58 respondents out of 70 respondents. The reasons for them to be satisfied with services are: firstly it was the speed of service from ATMs machines which catches the attention of customers. Secondly it for the respondents satisfaction with some of the bank services it was from the simplification of their business in the issue of their transactions. Thirdly customers seem to have fewer complains than of other banks and trust and assurrances of their money. Twelve percent (12%) of the respondents disagreed that services quality received from the bank which lead to unsatisfactory by 23 respondents out of 70 respondents. The reasons behind for them not to be satisfied with the services are as follows: firstly, the reliability of the bank services through ATMs machine seems to serve very few in number which leads customers to find it difficult to get services. But also the shortage of branches seems to be very few which also are located only in
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