FACTORS DETERMINING CHOICE OF A BANKING SERVICE PROVIDER BY SMALL SCALE ...

[Pages:64]FACTORS DETERMINING CHOICE OF A BANKING SERVICE PROVIDER BY SMALL SCALE BUSINESSES IN HOMA BAY TOWN, KENYA

BY RASTUS ODHIAMBO OSARE

(MBA/BE/06023/2014)

ARESEARCH PROJECT SUBMITTED IN PARTIAL FULFILLMENT OF THE REQUIREMENTS FOR THE DEGREE OF MASTER OF BUSINESS ADMINISTRATION SCHOOL OF BUSINESS AND ECONOMICS

MASENO UNIVERSITY

?2017

Declaration by the Candidate

DECLARATION

I declare that this research project report is my original work and has not been presented anywhere for award of any degree.

Name: RASTUS ODHIAMBO OSARE A dm No : (MBA/BE/06023/2014)

Sign........................ Date........................

Supervisor: This research project has been submitted with my approval as the university supervisor.

Name: DR. ODONDO JUMA ALPHONCE (PhD) Sign..................... ............................... Date........................ Department of Economics Maseno University

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ACKNOWGEMENT

I owe my deep gratitude to my project supervisor Dr Alphonce Odondo ,who took keen interest on my project work and guided me all along till the completion of my project work by providing all the necessary information for developing this wonderful project

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DEDICATION

I dedicate my dissertation work to my wife Tabitha Osare, my eldest son Tim, and my friends. A special feeling of gratitude to my loving parent Damaris Ayuo whose words of wisdom aspired me towards the completion of this project

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ABSTRACT The business environment is complex and dynamic in nature. In Kenya, this characterized by stiff competition among the players, and banking industry is not exceptional. To address the competition attributed to long queues in the banking hall, banks have adopted agency banking through third parties under strict guidelines from central bank in May 2010. It's also worth noting that in per suit of cheaper deposits the percentage increase of bank branches in 2012 was higher than the percentage increase of bank agents meaning that banks side stepped agency banking to open more branches despite the cost associated with the agency banking. This approach is to help commercial banks increase their outreach to the un-banked population without incurring additional costs and also to minimize long queues in the banking hall. But contrary, the queues are on the rise in the banking hall. The purpose of this study was to establish factors determining choice of a banking service provider by small scale businesses in Homa bay town, Kenya. Specifically, the study sought to establish relationship between banking service provider characteristics and the choice service provider by small scale businesses in Homabay town, to assess the relationship between a banking service providers operating hours and choice of banking service providers by small scale businesses in Homa bay town, to establish influence of banking service providers location and choice of banking service products by small scale businesses in Homa-bay town and to establish relationship between banking service products and choice of a banking service provider. This study was anchored on rational choice theory. Correlation research design was also used. Reliability was established using test-retest method, which revealed an overall coefficient value of 0.834 which is above the threshold value of 0.7, while validity was established through expert judgments. Logistic regression model was used. The target population of this study was 988 of small scale business operators with bank accounts. A sample of 276 respondents was taken. Stratified random sampling technique was used to select individual respondents. Primary data was collected through semi-structured questionnaires. While Secondary data was sourced from the documents of small scale business operators. Findings of the study indicated that for bank characteristics had an influence on choice of banking services (Exp(B)=0.797); operating hours had an effect on the choice of services for (Exp(B)=0.665); banking service provider location (Exp(B)=0.819) influenced choice of banking services and bank product (Exp(B)=0.817).The three factors thus significantly determine choice of banking service provider by small scale businesses in Homa bay town. The study recommends that three factors be enhanced by the service provider to increase the chances of customers choosing them. The study may help commercial bank managers and banking agents to know the determinants of choice of banking service provider, the small scale business to know more about agency banking services, the Government to formulate the banking policies concerning agency banking and researchers will also use the findings as a source of literature for their studies.

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TABLE OF CONTENTS

TITLE.......................................................................................................................i DECLARATION ..........................................................................................................................................ii ACKNOWGEMENT ...................................................................................................................................iii DEDICATION ............................................................................................................................................. iv ABSTRACT.................................................................................................................................................. v TABLE OF CONTENTS............................................................................................................................. vi Appendix I: Sample letter of introduction......................................................................................... x Appendix II : Questionnaires SMEs.............................................................................................. x Appendix III: List of Small Scale businesses in Homabay town............................................................... x Appendix X: conceptual framework modified............................................. .................................. x CHAPTER ONE: INTRODUCTION ....................................................................................................... 1 1.1 Background of the study ......................................................................................................................... 1 1.2 Statement of the problem ........................................................................................................................ 4 1.3 Objectives of the study............................................................................................................................ 5 Specific Objectives ....................................................................................................................................... 5 1.4 Research hypothesis................................................................................................................................ 5 1.5 Justification of the study ......................................................................................................................... 6 1.6 Scope of the study ................................................................................................................................... 6 1.7 Conceptual frame work........................................................................................................................... 7 CHAPTER TWO: LITERATURE REVIEW .......................................................................................... 9 2.1 Theoretical framework............................................................................................................................ 9 2.1.1 Rational choice theory ......................................................................................................................... 9 2.1.1.1 Relevance of the theory................................................................................................................... 10 2.3 Empirical literature ............................................................................................................................... 10 2.3.1 Relationship between banking service provider's characteristics and choice of the service provider by small scale businesses in Homa bay town ............................................................................................. 10 2.3.2 Relationship between banking service provider's operating hours and choice of banking service provider by small scale business in Homa bay town .................................................................................. 12 2.3.3 Influence of banking service provider's location on choice of banking service provider by small scale business in Homa bay town ............................................................................................................... 13 2.3.4 Relationship between banking service products and choice of banking service provider by small scale businesses in Homa bay town ............................................................................................................ 16 CHAPTER THREE .................................................................................................................................. 18 RESEARCH METHODOLOGY ............................................................................................................ 18

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3.1 Research Design.................................................................................................................................... 18 3.2 Study Area ............................................................................................................................................ 18 3.3 Target population .................................................................................................................................. 18 3.4 Sample Size and Sampling Procedures ................................................................................................. 18 3.4.1 Sample size ........................................................................................................................................ 19 3.4.2 Sampling procedure ........................................................................................................................... 19 3.5 Data Type.............................................................................................................................................. 19 3.6 Data collection procedure ..................................................................................................................... 20 3.7 Data analysis techniques ....................................................................................................................... 20 3.7.1 Model specification.......................................................................................................................... 20 3.7.1 Data presentation Technique.............................................................................................................. 21 3.7.2 Validity of research instruments ........................................................................................................ 21 3.7.3 Reliability of Research Instruments ................................................................................................... 22 CHAPTER FOUR..................................................................................................................................... 22 RESULTS AND DISCUSSION ............................................................................................................... 22 4.3.1: Relationship between banking service providers characteristics and choice of banking services .... 24 4.3.2: Relationship between banking service providers' operating hours and choice of banking services 27 4.3.3: Influence of baking service provider's location and choice of banking service provider................. 30 4.3.4: Relationship between banking service provider products and choice of banking service provider.. 34 CHAPTER FIVE ...................................................................................................................................... 37 SUMMARY, CONCLUSIONS AND RECOMMENDATIONS........................................................... 37 5.1 Summary of Findings............................................................................................................................ 37

5.2 Conclusions....................................................................................................................................... 38 5.3 Recommendations................................................................................................................................. 39 5.4 Limitations of the Study........................................................................................................................ 39 5.5 Suggestions for Further Studies ............................................................................................................ 40 REFERENCES ........................................................................................................................................... 41 APPENDICES ............................................................................................................................................ 45 Appendix I: Sample letter of introduction .................................................................................................. 45

Appendix II : Questionnaires SMEs ......................................................................................................... 46 Demographic Information................................................................................................................... 46 Characteristics of Small business operators ........................................................................................ 46

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Banking service Provider's operating hours. ...................................................................................... 47 Banking service provider location ...................................................................................................... 48 Banking products ................................................................................................................................ 48 Appendix III: List of Small Scale businesses in Homabay town. ............................................................... 50 Appendix IV: Descriptive Statistics Results ............................................................................................... 51 Appendix X: conceptual framework modified............................................................................................ 53

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