Open AccessDynamic Capabilities and Customer Satisfaction in Stock Investment Firms, Nairobi City County, Kenya
Author(s) -
Hussein Stanley Mutiso,
Janesther Karugu
Publication year - 2021
Publication title -
international journal of business management, entrepreneurship and innovation
Language(s) - English
Resource type - Journals
ISSN - 2707-8027
DOI - 10.35942/jbmed.v3i3.203
Subject(s) - kenya , business , customer satisfaction , nonprobability sampling , stratified sampling , population , investment (military) , stock exchange , profit (economics) , marketing , industrial organization , finance , economics , microeconomics , statistics , politics , political science , law , demography , mathematics , sociology
An investment firm is expected to bring profit and benefits to the investors. If the investment firm remain to be true and to bring in consistent benefits that are risks free over time then the investors are confident to invest more financial assets in the firm. This means that the clients or customers are satisfied with the services of the firm. But in Kenya, there is a low level of customer satisfaction with the investment companies. The low level of customer satisfaction has grown tremendously in Kenya. This has affected the firms and also the economic growth of Kenya, for investment firms is a strong backbone of Kenyan economic growth. Dynamics capabilities are expected to improve customer satisfaction. On this background this study endeavored to establish the influence of dynamic capabilities on customer satisfaction of Investment Firms in Kenya. The specific objectives of the study were; to establish the effect of learning capabilities, integration capabilities, innovation capabilities and strategic alliances on customer satisfaction. The study utilized an explanatory research design to determine how the identified dynamic capabilities affect customer satisfaction in investment firms in Nairobi city county, Kenya. The study was explained by the theory of dynamic capabilities and resource based view. The target population in the study included 135 investment firms that are registered under Nairobi Security Exchange. Stratified random sampling and purposive sampling were used to select the sample size of 56 investment firms from the target population and 168 target respondents respectively. This research employed both primary and secondary data. Primary data was gathered with the help of semi-structured questionnaires. These included both closed and open ended questions. This study used both quantitative and qualitative methods. Quantitative data was analyzed by use of both descriptive and inferential statistics by use of statistical package for social sciences (SPSS version 22). The study findings showed that learning capabilities, integration capabilities, innovation capabilities and strategic alliances have a positive and significant influence on customer satisfaction. It was concluded that encouraging participative decision making between among all staff leads to improved customer satisfaction. It was also concluded that having open forums during which staff share ideas is important as it enhances customer satisfaction. Moreover, it was concluded that having both the senior and subordinate staff involved in setting organizational goals leads to customer satisfaction. It was further concluded that having all stakeholders are invited on board to take part in strategic planning improves customer loyalty. The study recommended that Investment firm’s management should encourage participative decision making between among all staff to enhance customer loyalty. It was further recommended that firms should implement open forums during which staff share ideas to enhance customer satisfaction. The management should be aggressive in revision of firm goals and activities.