The study was set to find out the impact of training on customer satisfaction. Regulatory change, slow economic growth and tightened margins, banks today are increasingly focused on their most important stakeholders (their customers). The study aimed to identify the gaps in training on customer satisfaction and address the challenges during need assessment. The study was based on two objectives which entailed adequacy customer satisfaction training and timeliness of customer satisfaction training. The study involved collecting data from sampled employees and finally comparing all of them. Data collected was analyzed using quantitative nature and qualitative nature using S.P.S.S. (Statistical package for social science).Quantitative data was analyzed using percentages and measure of central tendency. Qualitative data analysis was based on the open ended questionnaire to reveal in-depth information about the research variables. The findings were presented using tables and graphs. The study found that the training offered was inadequate. It was found that the training timeliness of customer satisfaction training was based on the bank needs which the bank closely connected to evaluation of employees instead of looking at the performance appraisal of employees. Lastly the banks ought to invest heavily in customer satisfaction training through funding so as to improve individual and organization performance. The study therefore recommends another study be done with an aim to investigate the explored role of training on customer satisfaction in Kenya Banks.

Key Words: Training, Customer Satisfaction, Banking Sector

Full Text:



Armstrong (2014).A Handbook of Human Resource Management, United Kingdom. Kogan Page.

Bartlett, C.J.(2009) Teaching Scale developed for the Division of Behavioural and Social Sciences. College Park. University of Maryland.

Bas, B. M., and Vaughan, J.A. (2007). “Training in industry the management of learning “chapter 7 taristock institute

Basarab, D.J. & Root, D.K. (1992) The Training Evaluation Process. Boston. Kluwer Academic Publishers.

Bentlay T, (1991). “The business of training achieving success sin changing world markets.

Bhola, H. S. (1990). Evaluating "Literacy for development" projects, programs and campaigns: Evaluation planning, design and implementation, and utilization of evaluation results. Hamburg, Germany: UNESCO Institute for Education; DSE [German Foundation for International Development]. Xii, 306 pages.

Cantalanello, R. F. and Kirkpatrick, D. L. (2009) Evaluating Training Programs-The State of the Art, Training and Development Journal. May 1968 pp 2-9

Carnevale, A.P. and Schulz, E.R. (2004) Return on Investment. Accounting for Training. Training and Development Journal. Pp 44(7)

Cole G.A (2002).Personnel And Human Resource Management (5th edition), United Kingdom.

Cole, G.A. (1997). Personnel management: Theory and practice. London: Letts educational Aldine. 4th ed.

Engel H.M. (1970) ¬Evaluation of Training: Employee Training & Development in Public Service. Chicago. Public Personnel Association.

Ford, J.K. and Fisher, S. (1999) The Role of Training in a Changing Workplace and Workforce: New Perspectives and Approaches. Managing Diversity; Human Resource Strategies for Transforming the Workplace. Kossek and Lobel (Editors) U.S.A. Blackwell Publishers Ltd.

Gagne, R.M. and Briggs, L. J. (2007). Principles of Instructional Design. New York. Holt, Reinhart & Winston.

Hambling A.C, (2012),Evaluation and control of training, McGraw. Hill, New York.

Holcomb, J. (2007) Make Training Worth every penny. California. DelMar

Humblin, A. C. (2010). Evaluation and control of training Mc Graw Hill.

ISO1002 ( 2004). Enterprising non-profits” Horraid business school press.

Katuga, J. (2006) How Effective are Your Training Programmes? HR Management July-September 2006. Nairobi. Institute of Personnel Management, Kenya.

Kirkpatrick, D.L. (2009) Evaluating Training Programs: The Four Levels. San Francisco. California. Berret-Koehler

McClelland, S. (2002). A Training Needs Assessment for the United way of Dunn County Wisconsin. Wisconsin, University of Wisconsin Press.

Ostroff, C. and Ford, J.K. (2009) Assessing Training Needs: Critical Levels of Analysis. In I. Goldstein and Associates (Editors), Training and Development in Organisations (25-63). San Francisco. Jossey -Bass.

Pasquariella, B. G. and Wishik, S. M. (2005) Evaluating Training Effectiveness and Trainee Achievement: Methodology for Measurement of Changes in Levels of Cognitive Competence. New York. Columbia University

Rae, L. (2002) Assessing the Value of Your Training. New York. Gower.

Rossi, P.H., Freeman, H.E., & Wright, S.R. (2007) Evaluation: A Systemic Approach. Beverly Hills. Sage

Sagimo, O.P (2003).Management Dynamics, Kenya, East Africa Publishing

Saleemi, N.A (2010).Personnel Management Simplified, Kenya: Saleemi Publishers.

Scriven, M. (2007) The Methodology of Evaluation. Perspectives of Curriculum Evaluation. American Educational Research Association Monograph. No. 1. Chicago. Rand McNally.

Severin, D. (2008) The predictability of various kinds of criteria. Journal on Personnel Psychology, 93-104

Siegel, A.I. (2010) The Miniature Job Training and Evaluation Approach: Additional Findings. Journal on Personnel Psychology,36, 41-56.

Smith, B. (2010). “International briefing for training and development”. International Journal of Training and Development.

Tan, C. (2009). ‘Training and Career Adaptability’ Career Development Quarterly, March 1995.

Torrington Hall, (2008). “ Human resource management” 4th edition.

Torrington. Hall. C &Taylor, (2005), Human resource management, (6th Edition), United Kingdom: Prentice Hall.


  • There are currently no refbacks.