The Influence of Service Quality on Customer Satisfaction of KCB Bank South Sudan
DOI:
https://doi.org/10.70619/vol5iss4pp1-15Keywords:
Service Quality, Customer Satisfaction, KCB Bank, South SudanAbstract
The study sought to establish the influence of service quality on customer satisfaction with KCB Bank South Sudan. This study employs a descriptive and correlational research design to investigate and analyze the connections between service quality and consistency across touchpoints. The population of this study consisted of 48,000 active account holders who had interacted with KCB Bank South Sudan. Given that the total population exceeds 10,000, using the Krejcie and Morgan (1970) formula, the proper sample size was determined with a 5% margin of error and a 95% confidence level. Based on this method, the minimum representative sample size was determined to be N = 381. In order to collect data for this study, self-administered questionnaires were given to customers at all sixteen KCB branches across South Sudan. The data analysis for this study employed both descriptive and inferential statistical approaches to assess the relationships between service quality and customer satisfaction. Regarding customer interaction, the study observed distinctions between physical and digital experiences. In-branch elements such as queue management, teller efficiency, and personalized service were rated highly, with an average mean score = 4.11, SD = 0.97, CV = 0.24, indicating a very large extent of satisfaction. Conversely, interaction through mobile banking platforms and telephone support services had moderate perceptions, averaging mean score = 3.25, SD = 1.12, CV = 0.34, which corresponds to satisfaction to a moderate extent. Some respondents noted delays in system responsiveness and customer care, especially during high-volume periods. The study discovered a statistically significant and favorable correlation between customer satisfaction and service quality using linear regression analysis. In a highly dynamic banking sector, customers increasingly expect innovative, reliable, and seamless service delivery across all channels, including physical branches, digital platforms, and third-party providers such as agents and payment partners. To meet these expectations, KCB in South Sudan should adopt a comprehensive service quality framework consistently applied across all service touchpoints, encompassing branch operations, mobile and online banking, and agent networks. Continuous staff training and development programs are essential to maintaining high service standards and building customer trust, especially regarding security and privacy.
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Copyright (c) 2025 Roba Waqo Jaldesa, Dr. Nancy Rintari, PhD, Fredrick Mutea
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