Customer satisfaction in Kenyan banking is a measure of how well a bank’s products, services, and overall experience meet or exceed customer expectations. It is shaped by both core service quality, like reliability and security, and the quality of relationships built on trust and communication.
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………These programs are especially valuable in the financial industry, where customers have a wide array of options from traditional banks to emerging fintechs.
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Customer segmentation in banking refers to the process of dividing a bank’s broad customer base into smaller groups based on shared characteristics such as income, demographics, location, or financial needs
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