The Role of Queue Management System in Creating Competitive Advantage at KCB Bank Kenya Limited

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dc.contributor.authorChemai, Ndiema Diana
dc.date.accessioned2024-10-14T06:59:42Z
dc.date.available2024-10-14T06:59:42Z
dc.date.issued2016-06
dc.descriptionMASTER OF BUSINESS ADMINISTRATION in Strategic Management
dc.description.abstractThis study aimed at establishing the role of queue management system in creating competitive advantage at KCB Bank Kenya Limited. The objectives of the study were to assess the queue management system that was being used in KCB, establish the role the queue management system played in creating competitive advantage at KCB, establish the challenges KCB faced in employing the queue management system and evaluate the customer satisfaction levels with the queue management system. The study was guided by queuing theory and Kuklin model. The research employed descriptive research design and simple stratified sampling. The population comprised 73 employees and 55 customers from four branches in Nairobi. Data was collected using questionnaires and analyzed using SPSS version 21. The key findings of the study were: KCB had a queue management system in place. The QMS had brought about a competitive edge which was portrayed by increased staff productivity, customer satisfaction and strategic planning of the queues. The QMS had major challenges such as system failure, serving illiterate customers and express counters. The study recommended the training of customers on using the QMS, developing backup systems and allocation of express counters. A further study can be carried out on the role of queue management system in creating competitive advantage on other financial institutions.
dc.description.sponsorshipDaystar University, School of Business and Economics
dc.identifier.citationChemai, N. D. (2016). The Role of Queue Management System in Creating Competitive Advantage at KCB Bank Kenya Limited. Daystar University, School of Business and Economics
dc.identifier.urihttps://repository.daystar.ac.ke/handle/123456789/5402
dc.language.isoen
dc.publisherDaystar University, School of Business and Economics
dc.subjectqueue management system
dc.subjectcompetitive advantage
dc.subjectcustomer satisfaction levels
dc.titleThe Role of Queue Management System in Creating Competitive Advantage at KCB Bank Kenya Limited
dc.typeThesis

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