Browsing by Author "Njuguna, Mary Wairimu"
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The Effect of Quality of Service on Customers’ Loyalty to Financial Institutions: A Survey of Financial Institutions in Nyahururu Town, Kenya
Makokha, Elizabeth N.; Njuguna, Mary Wairimu; Gichuhi, M.David (Journal of Marketing and Consumer Research, 2016)The financial institutions in Nyahururu have experienced a scenario in which customers shift loyalty to different institutions over time, a situation that has led to managers’ complaints on matters of customers’ retention. ...