Strategic International Organization for Standardization Certification and Customer Satisfaction in Savings and Credit Cooperative Societies in Mombasa County, Kenya
Year: 2025
Type: article
Study design: Observational Study
Abstract: Customer satisfaction is a vital determinant of the success and sustainability of Savings and Credit Cooperative Societies (SACCOs). In Kenya, declining customer satisfaction has been linked to inefficiencies in service delivery, limited employee engagement, and weak managerial practices. This study examined the effect of strategic International Organization for Standardization (ISO) certification on customer satisfaction among SACCOs in Mombasa County, Kenya. A descriptive research design was adopted, targeting 16 SACCOs licensed by SASRA with a total population of 210 employees across managerial levels. A purposive sample of 138 respondents was selected, and data were collected through structured questionnaires complemented by secondary sources such as SACCO reports. A pilot study involving 10% of the sample ensured the reliability and validity of the instrument, using Cronbach’s Alpha (≥0.7), KMO, and Bartlett’s tests. Data were analyzed using SPSS Version 28 through descriptive and inferential statistics, including Pearson correlation and multiple regression analyses. Findings revealed that internal process standardization significantly improved operational efficiency, transparency, and reliability. Employee empowerment, strategic alignment, and top management communication were positively associated with organizational performance and customer satisfaction. The study concludes that ISO certification enhances SACCO competitiveness through structured processes and leadership engagement. It recommends that SACCOs strengthen management communication, enhance leadership visibility, and cultivate a customer-centric culture that prioritizes member needs while maintaining flexibility in standardized processes.
DOI: 10.35942/yjp3cg38
Authors: Erick Omanga Osumo, Priscilla Ndegwa
Institution: Kenyatta University
Language: English
Subfield: Strategy and Management
Domain: Social Sciences
Open Access status: diamond
OpenAlex ID: W4415089380
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