Tag Archives: Responsiveness

Organizational Mindfulness and Responsiveness: A Conceptual Review (Published)

The purpose of this paper was to examine the relationship between organizational mindfulness and responsiveness. The paper is designed as a conceptual paper. Its focus was on conceptualizing and identifying the relationship between organizational mindfulness and responsiveness. The paper therefore draws on the arguments and theories presented by previous studies as it affirms that organizational mindfulness is critical to the development of responsive capabilities – conceptual and instrumental responsiveness. In conclusion it was stated that the collective sense of awareness and consciousness applied in the daily functions and activities of the organization go a long way in ensuring that the organization is able to effectively respond and address the changing and growing expectations of its environment. It was thereafter recommended that organizations should on a consistent basis, assess their dispositions and the applicability of their systems and technologies within their various contexts. The applicability of such features determines their effectiveness and also impacts on their responsiveness.

 

Keywords: Conceptual, Organizational mindfulness, Responsiveness, Threats, instrumental, opportunities

Perceived Service Quality and Customer Loyalty in Retail Banking in Kenya (Published)

The main aim of this study is to examine the effect of service quality dimensions on customer loyalty to the providers of retail banking services. It investigates the relationship between service quality dimensions and customer loyalty. To achieve this purpose, data was collected from a sample of 384 current customers of commercial banks on the five dimensions of service delivery: tangibility, reliability, responsiveness, assurance and empathy. The results indicate that all the dimensions of service quality have a positive and significant influence on customer loyalty in retail banking .This finding reinforces the need for bank managers to place an emphasis on the underlying dimensions of service quality in order to create and maintain customer loyalty

Keywords: Assurance, Customer loyalty, Empathy, Reliability, Responsiveness, Service Quality, Tangibility