EFFECT OF BANKING AGENCES ON CLIENT CONTENTMENT: A CASE STUDY ON EQUITY BANK OF KENYA NAIROBI CITY AGENTS

Abstract

This research looks into how consumer satisfaction in Kenya's banking industry is affected by banking agencies. banking agencies enables banks to expand their services through third-party agents, such as retail stores and mobile money providers. It was established to increase convenience and improve client happiness. By offering basic banking services to the unbanked and underbanked people, this strategy is critical for boosting inclusion of finances, especially in neglected and rural areas. The research commences stating a historical perspective on banking agencies and its relevance by exploring how it had come to be, the level of accessibility as well efficiency in terms of reaching out to clients. They examine the theoretical and empirical landscape in more detail while identifying areas requiring further work and providing a conceptual structure for guiding inquiry. A complete an explanation of the research method including design, target population, sampling strategies, data collection tools and processes as well as analytic techniques to guarantee a scientific methodology conducted according to established ethical standards. The findings of the research also highlight key factors that impact client contentment such as reliability in transactions, ease of access to BANK personnel, and standard for service quality. The research uncovered patterns and trends that expose the benefits and challenges of banking agencies. The results discussion aims to understand the reason for acting as agent banking in the Kenyan baking sector compared with the findings of prior studies. The report ends with doable suggestions for improving banking agencies' efficacy for banks, legislators, and other stakeholders. It makes recommendations for enhancing security protocols, agent training, and service delivery. Proposed research areas aim to bridge the identified knowledge gaps and enhance comprehension of the transformative effect of banking agencies on enhancing client contentment. Considering all, this research provides useful knowledge about the effectiveness of banking agencies in Kenya and how it leads to greater client satisfaction. The advice and recommendations are intended to help the banks in consolidating their products, promoting financial inclusion as well reinforcing a wide-spread expansion and sustainability of the banking sector within Kenya.