IDEAS home Printed from https://ideas.repec.org/a/hur/ijarbs/v6y2016i4p1-22.html
   My bibliography  Save this article

Influence of Entrepreneurial Customer Experience on Savings Mobilization among Micro and Small Enterprises

Author

Listed:
  • Fred Gichana Atandi
  • Henry M. Bwisa
  • Maurice Sakwa

Abstract

The study results from various researchers have highlighted mixed findings on the influence of customer experience on savings mobilization among MSEs who mobilize their financial resources in diverse financial institutions at their respective financial institutions, whereas it has generally been argued that satisfying customer experience greatly influences customers repurchase intentions, dissatisfaction has been viewed as the primary reason for customer’s intention to switch to competitors. The current research used mixed research design to conduct the study among 339MSEs who are registered with KNCCI Trans Nzoia county. Stratified sampling was used to categorize MSEs into three strata’s; service manufacturing and commerce or trade, then random sampling used to select the study sample. Pilot study was conducted to test the research instruments reliability and validity and were found to meet the threshold 0.70.The study conducted correlation among customer experience factors which were found to be significant . The main findings of this study showed that customer experience influences savings mobilization among the MSE’s. The financial institutions clients want to feel recognized and valued by the employees of the financial institution when seeking products and services from them. The entrepreneurs expect high quality saving products and services meeting their unique needs, they also need to receive feedback and updates on time from their financial institutions whenever they make enquiries at their respective financial institutions.

Suggested Citation

  • Fred Gichana Atandi & Henry M. Bwisa & Maurice Sakwa, 2016. "Influence of Entrepreneurial Customer Experience on Savings Mobilization among Micro and Small Enterprises," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 6(4), pages 1-22, April.
    • Handle: RePEc:hur:ijarbs:v:6:y:2016:i:4:p:1-22
    as

    Download full text from publisher

    File URL: http://hrmars.com/hrmars_papers/Influence_of_Entrepreneurial_Customer_Experience_on_Savings_Mobilization_among_Micro_and_Small_Enterprises.pdf
    Download Restriction: no
    File URL: http://hrmars.com/hrmars_papers/Influence_of_Entrepreneurial_Customer_Experience_on_Savings_Mobilization_among_Micro_and_Small_Enterprises.pdf
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Sara Pinto & Fernando Ferreira, 2010. "Technological Dissemination in the Portuguese Payments System: An Empirical Analysis to the Region of Santarém," International Journal of Human Capital and Information Technology Professionals (IJHCITP), IGI Global, vol. 1(4), pages 55-75, October.
    2. Nava Ashraf, 2009. "Spousal Control and Intra-household Decision Making: An Experimental Study in the Philippines," American Economic Review, American Economic Association, vol. 99(4), pages 1245-1277, September.
    3. Ucbasaran, Deniz & Westhead, Paul & Wright, Mike & Flores, Manuel, 2010. "The nature of entrepreneurial experience, business failure and comparative optimism," Journal of Business Venturing, Elsevier, vol. 25(6), pages 541-555, November.
    4. Schumpeter, Joseph A., 1947. "The Creative Response in Economic History," The Journal of Economic History, Cambridge University Press, vol. 7(2), pages 149-159, November.
    5. Emiel L. Eijdenberg & Enno Masurel, 2013. "ENTREPRENEURIAL MOTIVATION IN A LEAST DEVELOPED COUNTRY: PUSH FACTORS AND PULL FACTORS AMONG MSEsIN UGANDA," Journal of Enterprising Culture (JEC), World Scientific Publishing Co. Pte. Ltd., vol. 21(01), pages 19-43.
    6. Jonathan Robinson, 2012. "Limited Insurance within the Household: Evidence from a Field Experiment in Kenya," American Economic Journal: Applied Economics, American Economic Association, vol. 4(4), pages 140-164, October.
    7. Pascaline Dupas & Jonathan Robinson, 2013. "Savings Constraints and Microenterprise Development: Evidence from a Field Experiment in Kenya," American Economic Journal: Applied Economics, American Economic Association, vol. 5(1), pages 163-192, January.
    8. Garry D. Bruton & David Ahlstrom & Han–Lin Li, 2010. "Institutional Theory and Entrepreneurship: Where Are We Now and Where Do We Need to Move in the Future?," Entrepreneurship Theory and Practice, , vol. 34(3), pages 421-440, May.
    9. World Bank, 2009. "World Development Indicators 2009," World Bank Publications - Books, The World Bank Group, number 4367.
    10. Klapper, Leora & Panos, Georgios A., 2011. "Financial literacy and retirement planning: the Russian case," Journal of Pension Economics and Finance, Cambridge University Press, vol. 10(4), pages 599-618, October.
    11. Flory, Jeffrey A., 2011. "Micro-Savings & Informal Insurance in Villages: A Field Experiment on Indirect Effects of Financial Deepening on Safety Nets of the Poor," 2011 Annual Meeting, July 24-26, 2011, Pittsburgh, Pennsylvania 103905, Agricultural and Applied Economics Association.
    12. Jeffrey A. Flory, 2011. "Micro-Savings & Informal Insurance in Villages: How Financial Deepening Affects Safety Nets of the Poor, A Natural Field Experiment," Working Papers 2011-008, Becker Friedman Institute for Research In Economics.
    13. Xu, Lisa & Zia, Bilal, 2012. "Financial literacy around the world : an overview of the evidence with practical suggestions for the way forward," Policy Research Working Paper Series 6107, The World Bank.
    14. Frese, Michael, 2009. "Towards a Psychology of Entrepreneurship — An Action Theory Perspective," Foundations and Trends(R) in Entrepreneurship, now publishers, vol. 5(6), pages 437-496, November.
    15. Mwalughali, Obed Gilbert Fredrick, 2013. "The Impact Of Community Savings And Investment Promotion Program On Household Income And Credit Market Participation In Kasungu District, Central Malawi," Research Theses 157595, Collaborative Masters Program in Agricultural and Applied Economics.
    16. Noelia Camara & Ximena Pena & David Tuesta, 2014. "Factors that Matter for Financial Inclusion: Evidence from Peru," Working Papers 1409, BBVA Bank, Economic Research Department.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Fred Gichana Atandi & Henry M. Bwisa & Maurice Sakwa, 2016. "Technological Innovation as entrepreneurial Determinant affecting Savings Mobilization among Micro and Small Enterprises in Kenya," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 6(3), pages 178-199, March.
    2. Dean Karlan, Aishwarya Lakshmi Ratan, Jonathan Zinman, 2013. "Savings by and for the Poor: A Research Review and Agenda-Working Paper 346," Working Papers 346, Center for Global Development.
    3. Dean Karlan & Aishwarya Lakshmi Ratan & Jonathan Zinman, 2014. "Savings by and for the Poor: A Research Review and Agenda," Review of Income and Wealth, International Association for Research in Income and Wealth, vol. 60(1), pages 36-78, March.
    4. Suresh De Mel & Craig McIntosh & Ketki Sheth & Christopher Woodruff, 2018. "Can Mobile-Linked Bank Accounts Bolster Savings? Evidence from a Randomized Controlled Trial in Sri Lanka," NBER Working Papers 25354, National Bureau of Economic Research, Inc.
    5. Fred Gichana Atandi & Henry Bwisa & Maurice Sakwa, 2017. "Exploring the Effect of Entrepreneurial Savings Incentives as Determinant of Savings Mobilization among Micro and Small Enterprises," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 7(2), pages 404-422, February.
    6. Fred Gichana Atandi & Henry Bwisa & Maurice Sakwa, 2017. "Improving Savings Mobilization of Micro and Small Enterprises through Entrepreneurial Financial Literacy," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 7(2), pages 386-403, February.
    7. Jörg Peters & Jörg Langbein & Gareth Roberts, 2018. "Generalization in the Tropics – Development Policy, Randomized Controlled Trials, and External Validity," The World Bank Research Observer, World Bank, vol. 33(1), pages 34-64.
    8. Peters, Jörg & Langbein, Jörg & Roberts, Gareth, 2016. "Policy evaluation, randomized controlled trials, and external validity—A systematic review," Economics Letters, Elsevier, vol. 147(C), pages 51-54.
    9. Beck, T.H.L. & Pamuk, H. & Uras, R.B., 2014. "Entrepreneurial Saving Practices and Business Investment : Theory and Evidence from Tanzanian MSEs," Other publications TiSEM b2b04b64-d3cf-4c78-9bbe-0, Tilburg University, School of Economics and Management.
    10. Thorsten Beck & Haki Pamuk & Burak R. Uras, 2017. "Entrepreneurial Saving Practices and Reinvestment: Theory and Evidence," Review of Development Economics, Wiley Blackwell, vol. 21(4), pages 1205-1228, November.
    11. Girum Abebe & Biruk Tekle & Yukichi Mano, 2018. "Changing Saving and Investment Behaviour: The Impact of Financial Literacy Training and Reminders on Micro-businesses," Journal of African Economies, Centre for the Study of African Economies, vol. 27(5), pages 587-611.
    12. Fenella Carpena & Shawn Cole & Jeremy Shapiro & Bilal Zia, 2019. "The ABCs of Financial Education: Experimental Evidence on Attitudes, Behavior, and Cognitive Biases," Management Science, INFORMS, vol. 65(1), pages 346-369, January.
    13. Lasse Brune & Xavier Giné & Jessica Goldberg & Dean Yang, 2016. "Facilitating Savings for Agriculture: Field Experimental Evidence from Malawi," Economic Development and Cultural Change, University of Chicago Press, vol. 64(2), pages 187-220.
    14. Masino, Serena & Niño-Zarazúa, Miguel, 2014. "Social service delivery and access to financial innovation. The impact of Oportunidades’ electronic payment system in Mexico," MPRA Paper 53430, University Library of Munich, Germany.
    15. Masino, Serena & Niño-Zarazúa, Miguel, 2014. "Social service delivery and access to financial innovation. The impact of Oportunidades’ electronic payment system in Mexico," MPRA Paper 53430, University Library of Munich, Germany.
    16. Pascaline Dupas & Sarah Green & Anthony Keats & Jonathan Robinson, 2014. "Challenges in Banking the Rural Poor: Evidence from Kenya's Western Province," NBER Chapters, in: African Successes, Volume III: Modernization and Development, pages 63-101, National Bureau of Economic Research, Inc.
    17. Leanne Roncolato & Alex Roomets, 2020. "Who will change the “baby?” Examining the power of gender in an experimental setting," Review of Economics of the Household, Springer, vol. 18(3), pages 823-852, September.
    18. Jacob Hörisch & Jana Kollat & Steven A. Brieger, 2017. "What influences environmental entrepreneurship? A multilevel analysis of the determinants of entrepreneurs’ environmental orientation," Small Business Economics, Springer, vol. 48(1), pages 47-69, January.
    19. Alfredo Monte & Sara Moccia & Luca Pennacchio, 2022. "Regional entrepreneurship and innovation: historical roots and the impact on the growth of regions," Small Business Economics, Springer, vol. 58(1), pages 451-473, January.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:hur:ijarbs:v:6:y:2016:i:4:p:1-22. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Hassan Danial Aslam (email available below). General contact details of provider: http://hrmars.com/index.php/pages/detail/IJARBSS .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.