THE INFLUENCE OF CUSTOMER CENTRIC STRATEGIC APPROACH FOR COMPETITIVE ADVANTAGE ON CUSTOMER SATISFACTION IN CFC STANBIC BANK KENYA LIMITED

Businesses are losing money through missed business opportunities because they are unable to quickly and effectively profile customer and prospect data quality issues. This study aimed at finding out the influence of enterprise technology on customer satisfaction at CFC Stanbic bank in Kenya. The study employed a descriptive study design and a target population of 100 staff members of the five branches of this bank in Nairobi Kenya. Data was processed and analyzed using SPSS 21. Descriptive statistics such as frequency counts, and percentages and inferential statistics such as Correlation analysis presented in tables were used to show the relationship between the different variables. The researcher found enterprise technology to be an important predictor of customer satisfaction. It was concluded that the enterprise technology was considerably important to the bank in tracking the performance of all its products and services and to monitor the traffic of knowledge in its set up. It was recommended that the bank’s needs to regularly train employees on technology application to customers as most of the time technology was outpacing the capability of staff to handle it and this could cause delays in the system and inconvenience the customers