International Journal of Business and Social Science

ISSN 2219-1933 (Print), 2219-6021 (Online) DOI: 10.30845/ijbss

The Effect of Service Quality and Government Role on Customer Satisfaction: Empirical Evidence of Microfinance in Kenya
Mohammad Sharif Bashir, Muslichah Mohammad Machali, Abdulrahman Mohamed Mwinyi

Increasing access to credit for the poor has always remained at the core of a country fighting against the poverty. In many developing countries, like Kenya, microfinance has been used as a tool to enhance the living standard of poor people. The aim of this paper is to examine the effect of service quality and government role on customer satisfaction. The data were gathered from clients of microfinance institutions in Kenya. The survey covered Thirty six (36) respondents from K-rep and KWFT branches in Kenya’s second largest city, Mombasa. The findings of this study show that the effect of service quality on customer satisfaction is positive and significant. It also confirms that the government role on customer satisfaction is insignificant. This study contributes not only to the research literature but also to help government to develop strategies toward improving the role of MFIs in mitigating the poverty.

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