Debt Management And Customer Satisfaction In Kenya Case Study Quest Holdings Ltd
By Osoro Mercyline
Organizations depend on sufficient and sustaining profitability to survive in global business world. Customers are the main source of organizations` profitability hence it is obvious that customers are important stakeholders in organizations ant their satisfaction is a priority to management. Studies have established a link between satisfactions an variables such as profitability, retention, and share of wallet. The intention of this study was to investigate if there is a relationship between professionalism, management, regulatory framework and customer satisfaction in debt management. The research was a case study of Quest Holdings Ltd as a representative of debt management firms in business. It was assumed that the results would be generalized to represent Kenya. In order to achieve this aim, stratified and simple random sampling techniques were used to get a sample size from the customers of Quest Holdings Ltd. Questionnaires were used to 53 head of recoveries of customers of Quest Holdings Ltd. Head of recoveries were chosen to be respondents because they are the ones in charge of outsourcing and recalling debts. Data collected was analyzed using statistical tools of Microsoft excel. The statistical results were presented in graphical form with detailed descriptions. Results of this research were useful to debt management institutions, the central bank and researchers.