IJSRP, Volume 5, Issue 5, May 2015 Edition [ISSN 2250-3153]
Asaph Ngetha Kamau, Moses Kimani Wafula
This paper investigates the effects of strategic positioning of service delivery on customer satisfaction a case of Fina Bank Mombasa. Several publications, reference materials as well as some unpublished literature are used to compile the literature review with discussion on the topic under study. At the time of study, the population comprised of customers and the staff totaling to 250 respondents. The researcher issued out 250 questionnaires and received 67. Respondents were grouped into strata’s under their departments. Data collection was through questionnaires. Both qualitative and quantitative techniques were used to analyze the data collected. Majority the respondents agreed that strategic positioning of service delivery within an organization has a positive impact on customer satisfaction.