Influence of organizational strategies on customer satisfaction in selected commercial banks in Kisii town, Kenya Kerubo Ondari Josephine*, Milka Wafula*, Eunicares Lumumba** *School of Business & Economics, Kisii University, Kisii, Kenya **School of journalism, University of Nairobi, Nairobi, Kenya Online published on 12 May, 2017. Abstract The purpose of this was to establish the influence of organizational strategies on customer satisfaction in commercial banks. The specific objectives of the study were; to assess the benefits of organizational strategy on customer satisfaction in commercial banks, to investigate the challenges of organizational strategy on customer satisfaction in commercial banks and to establish factors affecting organizational strategy on customer satisfaction in commercial banks. The study used a case study research design. The target population was 60 customers banking in three selected commercial banks. Both stratified and simple random sampling was used in this study. The study used departments to form strata's of the study and simple random sampling was used to select individuals to participate in the study. Questionnaires were the research instruments employed to collect data from the study. Descriptive statistics was used to analyze data. The data analyzed was presented in form of frequency tables, percentages and pie-chart. It was concluded that organization strategies have influences on customer satisfaction. The results indicated that organizational strategies had various benefits. Despite the benefits of organization strategies, it also faces challenges such as; reducing bank revenues through lose of customers, destroying good relationship hence costly defect, customers defect to other banks and poor quality of service challenges that affected commercial banks performance. It was recommended that commercial banks should value for customer relationship in the bank, block customers from looking elsewhere and increase customers chance of staying in the to enhance customer satisfaction hence good performance of the bank. Top Keywords Organizational strategies, Customer satisfaction, balance sheet, trial balance. Top |