DOCSLIB.ORG

Factors Affecting the Quality of Customer Service in the Banking Industry in Kenya: a Case of Ecobank Kenya, Nairobi Region

Total Page：16

File Type：pdf, Size：1020Kb

Download full-text PDF Read full-text
Factors Affecting the Quality of Customer Service in the Banking Industry in Kenya: a Case of Ecobank Kenya, Nairobi Region FACTORS AFFECTING THE QUALITY OF CUSTOMER SERVICE IN THE BANKING INDUSTRY IN KENYA: A CASE OF ECOBANK KENYA, NAIROBI REGION BY MERCY MOSE N. SALIM UNITED STATES INTERNATIONAL UNIVERSITY – AFRICA SUMMER 2016 FACTORS AFFECTING THE QUALITY OF CUSTOMER SERVICE IN THE BANKING INDUSTRY IN KENYA: A CASE OF ECOBANK KENYA, NAIROBI REGION BY MERCY MOSE N. SALIM A Research Project Report Submitted to the Chandaria School of Business in Partial Fulfillment of the Requirement for the Degree of Masters in Business Administration (MBA) UNITED STATES INTERNATIONAL UNIVERSITY – AFRICA SUMMER 2016 STUDENT’S DECLARATION I, the undersigned, declare that this research proposal is my original work and has not been submitted to any other college, institution, or university for academic credit other than United States International University – Africa, Nairobi, Kenya. Signed:____________________________ Date:_____________________________ Mercy Mose N. Salim (ID 642941 ) This research project has been presented for examination with my approval as the appointed supervisor. Signed:_____________________________ Date:____________________________ Fred Newa Signed:___________________________ Date:___________________________ Dean, Chandaria School of Business ii COPYRIGHT All rights reserved. No part of this project report should be reproduced in any form or by any means including photocopying, recording without prior written authorization from the author. Mercy Mose N. Salim © 2016 iii ABSTRACT The purpose of the study was to establish the factors that affect the quality of customer service in the Nairobi Region Branches of Ecobank Kenya. The study specifically sought to determine the extent to which training of staff affect the quality of customer service in the Nairobi Region Branches of Ecobank Kenya, the extent to which staff attitude affect the quality of customer service in the Nairobi Region Branches of Ecobank Kenya, the effects of Ecobank Kenya’s internal processes on the quality of customer service within its Nairobi region branches, The study adopted a descriptive research design. The study applied stratified random sampling technique to select the sample size of the study where the population was grouped into stratus. From each stratum the study took a 10% sample to give a sample size of 45 respondents. Primary data was used for the study and it was collected using a questionnaire. A pilot test was conducted to test for validity and reliability. The study used both personal administration and drop and pick later method to collect the data. The quantitative data was analyzed using descriptive statistics which included frequency distribution tables, mean and standard deviation while the qualitative data was be analyzed in prose form. Data will be presented using tables, charts and graphs for ease of understanding the results. The study concluded that there was a strong positive correlation between quality of customer service and staff training, staff attitude and internal processes. The study established that there was a positive correlation between the quality of customer service and the internal processes. When the influence of all the three factors, Staff training, staff attitude and internal processes, on quality of customer service are considered together, internal processes appears to have the highest impact. The study recommends that Ecobank should ensures its internal processes are clearly designed and documented to guide employees in providing quality customer service. Considering that, a satisfied customer and employee are of important value to the organization; it therefore, becomes the duty of the management to put in place a system that would ultimately generate either satisfaction, or dissatisfaction from their customers and employees. Ecobank should also re-think their customer service strategies since the employees have a major role to play in determining, whether a customer would enjoy the experience or turn to their competitors for better solutions. iv ACKNOWLEDGEMENT First I want to thank God Almighty for the gift of life and provision to the achievement of this worthy goal. My supervisor, Fred Newa for his academic insight and guidance throughout this project My appreciation also goes to my loving husband Thomas and our amazing children Amanda and Alvin for their patience, support and understanding during the course and always. Special thanks go to the USIU- Africa community, facilities and conducive environment which enabled my successful completion of this course. v TABLE OF CONTENTS STUDENT’S DECLARATION ........................................................................................ ii COPYRIGHT ................................................................................................................... iii ABSTRACT ...................................................................................................................... iv ACKNOWLEDGEMENT .................................................................................................v LIST OF TABLES ......................................................................................................... viii CHAPTER ONE ................................................................................................................1 1.0 INTRODUCTION........................................................................................................1 1.1 Background of the Problem ........................................................................................... 1 1.2 Statement of the Problem ............................................................................................... 6 1.3 Purpose of the Study ...................................................................................................... 8 1.4 Research Questions ........................................................................................................ 8 1.5 Importance of the Study ................................................................................................. 8 1.6 Scope of the Study ....................................................................................................... 10 1.7 Definitions of Terms .................................................................................................... 10 1.8 Chapter Summary ........................................................................................................11 CHAPTER TWO .............................................................................................................12 2.0 LITERATURE REVIEW .........................................................................................12 2.1 Introduction .................................................................................................................. 12 2.2. Effects of Internal Processes on Quality of Customer Service ................................... 12 2.3 Staff Attitude and Quality of Customer Service .........................................................19 2.4. Training of Staff and Quality of Customer Service ....................................................23 2. 5 Chapter Summary ....................................................................................................... 27 CHAPTER THREE .........................................................................................................28 3.0 RESEARCH METHODOLOGY .............................................................................28 3.1 Introduction .................................................................................................................. 28 3.2 Research Design........................................................................................................... 28 3.3 Population and Sampling Design ................................................................................. 28 vi 3.4 Data Collection Methods ............................................................................................. 30 3.5 Research Procedures .................................................................................................... 31 3.6 Data Analysis Methods ................................................................................................ 31 3.7 Chapter Summary ........................................................................................................ 32 CHAPTER FOUR ............................................................................................................33 4.0 DATA ANALYSIS AND INTERPRETATION ......................................................33 4.1 Introduction ..................................................................................................................33 4.2 General Information .....................................................................................................33 4.3 Effects of Internal Processes on Quality of Customer Service ....................................36 4.4 Staff Attitude and Quality of Customer Service ..........................................................39 4.5 Training of Staff and Quality of Customer Service .....................................................42 4.6 Chapter Summary ........................................................................................................45 CHAPTER FIVE .............................................................................................................46 5.0 DISCUSSION, CONCLUSION AND RECOMMENDATIONS ..........................46 5.1 Introduction ..................................................................................................................46
Load more

Recommended publications
  • Ecobank Group Annual Report 2018 Building
    BUILDING AFRICA’S FINANCIAL FUTURE ECOBANK GROUP ANNUAL REPORT 2018 BUILDING AFRICA’S FINANCIAL FUTURE ECOBANK GROUP ANNUAL REPORT 2018 ECOBANK GROUP ANNUAL REPORT CONTENTS 05 Performance Highlights 08 Ecobank is the leading Pan-African Banking Institution 09 Business Segments 10 Our Pan-African Footprint 15 Board and Management Reports 16 Group Chairman’s Statement 22 Group Chief Executive’s Review 32 Consumer Bank 36 Commercial Bank 40 Corporate and Investment Bank 45 Corporate Governance 46 Board of Directors 48 Directors’ Biographies 53 Directors’ Report 56 Group Executive Committee 58 Corporate Governance Report 78 Sustainability Report 94 People Report 101 Risk Management 141 Business and Financial Review 163 Financial Statements 164 Statement of Directors’ Responsibilities 165 Auditors’ Report 173 Consolidated Financial Statements 178 Notes to Consolidated Financial Statements 298 Five-year Summary Financials 299 Parent Company’s Financial Statements 305 Corporate Information 3 ECOBANK GROUP ANNUAL REPORT 3 PERFORMANCE HIGHLIGHTS 5 ECOBANK GROUP ANNUAL REPORT PERFORMANCE HIGHLIGHTS For the year ended 31 December (in millions of US dollars, except per share and ratio data) 2018 2017 Selected income statement data Operating income (net revenue) 1,825 1,831 Operating expenses 1,123 1,132 Operating profit before impairment losses & taxation 702 700 Impairment losses on financial assets 264 411 Profit before tax 436 288 Profit for the year 329 229 Profit attributable to ETI shareholders 262 179 Profit attributable per share ($): Basic
    [Show full text]
  • Bank Code Finder
    No Institution City Heading Branch Name Swift Code 1 AFRICAN BANKING CORPORATION LTD NAIROBI ABCLKENAXXX 2 BANK OF AFRICA KENYA LTD MOMBASA (MOMBASA BRANCH) AFRIKENX002 3 BANK OF AFRICA KENYA LTD NAIROBI AFRIKENXXXX 4 BANK OF BARODA (KENYA) LTD NAIROBI BARBKENAXXX 5 BANK OF INDIA NAIROBI BKIDKENAXXX 6 BARCLAYS BANK OF KENYA, LTD. ELDORET (ELDORET BRANCH) BARCKENXELD 7 BARCLAYS BANK OF KENYA, LTD. MOMBASA (DIGO ROAD MOMBASA) BARCKENXMDR 8 BARCLAYS BANK OF KENYA, LTD. MOMBASA (NKRUMAH ROAD BRANCH) BARCKENXMNR 9 BARCLAYS BANK OF KENYA, LTD. NAIROBI (BACK OFFICE PROCESSING CENTRE, BANK HOUSE) BARCKENXOCB 10 BARCLAYS BANK OF KENYA, LTD. NAIROBI (BARCLAYTRUST) BARCKENXBIS 11 BARCLAYS BANK OF KENYA, LTD. NAIROBI (CARD CENTRE NAIROBI) BARCKENXNCC 12 BARCLAYS BANK OF KENYA, LTD. NAIROBI (DEALERS DEPARTMENT H/O) BARCKENXDLR 13 BARCLAYS BANK OF KENYA, LTD. NAIROBI (NAIROBI DISTRIBUTION CENTRE) BARCKENXNDC 14 BARCLAYS BANK OF KENYA, LTD. NAIROBI (PAYMENTS AND INTERNATIONAL SERVICES) BARCKENXPIS 15 BARCLAYS BANK OF KENYA, LTD. NAIROBI (PLAZA BUSINESS CENTRE) BARCKENXNPB 16 BARCLAYS BANK OF KENYA, LTD. NAIROBI (TRADE PROCESSING CENTRE) BARCKENXTPC 17 BARCLAYS BANK OF KENYA, LTD. NAIROBI (VOUCHER PROCESSING CENTRE) BARCKENXVPC 18 BARCLAYS BANK OF KENYA, LTD. NAIROBI BARCKENXXXX 19 CENTRAL BANK OF KENYA NAIROBI (BANKING DIVISION) CBKEKENXBKG 20 CENTRAL BANK OF KENYA NAIROBI (CURRENCY DIVISION) CBKEKENXCNY 21 CENTRAL BANK OF KENYA NAIROBI (NATIONAL DEBT DIVISION) CBKEKENXNDO 22 CENTRAL BANK OF KENYA NAIROBI CBKEKENXXXX 23 CFC STANBIC BANK LIMITED NAIROBI (STRUCTURED PAYMENTS) SBICKENXSSP 24 CFC STANBIC BANK LIMITED NAIROBI SBICKENXXXX 25 CHARTERHOUSE BANK LIMITED NAIROBI CHBLKENXXXX 26 CHASE BANK (KENYA) LIMITED NAIROBI CKENKENAXXX 27 CITIBANK N.A. NAIROBI NAIROBI (TRADE SERVICES DEPARTMENT) CITIKENATRD 28 CITIBANK N.A.
    [Show full text]
  • Cash Country Service Listing April 2014
    ® WorldLink Payment Services Cash Country Service Listing April 2014 WorldLink® Cash payments is currently offered through Western Union and is thus required to follow the requirements and regulations of within the destination country of your beneficiary. Failure to meet those requirements will result in the payment being rejected. The information provided in the WorldLink Cash Country Service Listing includes updates sent to Western Union prior to:April 2014. The material contained in this Cash Country Service Listing is for informational purposes only, and is provided solely as a courtesy by WorldLink. Although WorldLink believes this information to be reliable, WorldLink makes no representation or warranty with respect to its accuracy or completeness. The information in this Cash Country Service Listing does not constitute a recommendation to take or refrain from taking any action, and WorldLink is not providing any tax, legal or other advice. Citigroup and its affiliates accept no liability whatsoever for any use of this material or any action taken based on or arising from anything contained herein. The information in this Cash Country Service Listing is subject to change at any time according to changes in local law. WorldLink is not obligated to inform you of changes to local law. Citibank Europe plc (“Citibank Europe”) may, at its discretion, reasonably modify or amend this Cash Country Service Listing from time to time, which modification or amendment will become binding when your organization receives a copy of it. These materials are confidential and proprietary to Citigroup or its affiliates and no part of these materials should be reproduced, published in any form by any means, electronic or mechanical including photocopy or any information storage or retrieval system nor should the materials be disclosed to third parties without our express written authorization.
    [Show full text]
  • Integrated Report & Financial Statements2017 2017 | Integrated Report & Financial Statements
    INTEGRATED REPORT & FINANCIAL STATEMENTS2017 2017 | INTEGRATED REPORT & FINANCIAL STATEMENTS REPORT 2017 | INTEGRATED Family Bank Towers, Muindi Mbingu Street | P.O. Box 74145 - 00200, Nairobi, Kenya | Tel: 254-2-3252 445/0703095 445 Email: [email protected] | Website: www.familybank.co.ke 1 2 FAMILY BANK LIMITED INTEGRATED REPORT AND FINANCIAL STATEMENTS FOR THE YEAR ENDED 31 DECEMBER 2017 1 ABOUT THE INTEGRATED REPORT AND AUDITED FINANCIAL STATEMENTS 2017 Family Bank Limited is pleased to present its annual Integrated Report, which covers the period from 1 January 2017 to 31 December 2017. This report contains comprehensive information of our financial performance, stakeholders, governance, material issues, risks and opportunities and how these influence our strategic initiatives. In this report, Family Bank demonstrates how we create and sustain value through our business. This report is compiled and presented in accordance with the Corporate Governance Guidelines and Codes of Conduct prescribed by the Central Bank of Kenya, the Corporate Governance Guidelines of the Capital Markets Authority (CMA), the Continuing Listing Obligations of the CMA as required by the Nairobi Securities Exchange and the Global Reporting International (GRI). We have implemented the framework as far as practical and our approach to integrated reporting will continue to evolve over time, in line with the framework. Our Annual Financial Statements were prepared in accordance with International Financial Reporting Standards (IFRS) and the requirements of the Companies Act, 2015. We received external assurance from our auditor, PWC Kenya on the fair presentation of these annual financial statements. See the Independent Auditor’s Report on pages 58 to 61.
    [Show full text]
  • Banking for Africa's Tomorrow, Today
    Banking for Africa’s tomorrow, today Ecobank Group Annual Report 2017 Select Service Transfer Payee Akua Joyce Idris Amount: $35.00 PIN: SEND Banking for Africa’s tomorrow, today Ecobank Group Annual Report 2017 2017 Annual Report 2 Contents Contents 3 Performance Highlights 04 2017 Performance Highlights 06 A leading pan-African Bank 08 Business Model 09 Our Pan-African footprint 10 Board and Management Reports 12 Group Chairman’s statement 14 Group Chief Executive’s review 17 Consumer Bank 25 Commercial Bank 27 Corporate and Investment Bank 29 Corporate Governance 32 Board of Directors 34 Directors’ biographies 36 Directors’ report 41 Corporate Governance report 43 Sustainability report 58 People report 66 Risk Management 70 Business and Financial Review 102 Financial Statements 120 Statement of Directors’ responsibilities 122 Auditors’ report 123 Consolidated financial statements 128 Notes to consolidated financial statements 133 Five-year summary financials 213 Parent Company’s financial statements 214 Corporate Information 218 Executive management 220 Share capital overview 222 Holding company and subsidiaries 225 Shareholder contacts 226 Customer contact centers 227 2017 Annual Report 4 Our 2017 results were substantially better than in 2016 with marked improvements from all our three divisions, especially in our Corporate and Investment Bank. Ecobank achieved substantial cost savings as we ‘right-sized’ our businesses whilst we also restricted lending as we embedded greater discipline into our risk management procedures and took decisive
    [Show full text]
  • Relationship Between Cost Efficiency and Non-Performing Loans of Commercial Banks in Kenya
    RELATIONSHIP BETWEEN COST EFFICIENCY AND NON- PERFORMING LOANS OF COMMERCIAL BANKS IN KENYA BY WAINAINA ESTHER NYAMATU A RESEARCH PROJECT SUBMITTED FOR PARTIAL FULFILLMENT OF THE REQUIREMENTS FOR THE AWARD OF A MASTER OF BUSINESS ADMINISTRATION DEGREE, UNIVERSITY OF NAIROBI NOVEMBER 2016 DECLARATION I declare that this project is my original work and has never been submitted for a degree in any other university or college for examination/academic purposes. Signature: …………………………………….. Date:………………………………… WAINAINA ESTHER NYAMATU D61/76925/2014 This research project has been submitted for examination with my approval as the University Supervisor. Signature…………………………………….…. Date………………………………….. Dr. Duncan Elly Ochieng’, PhD, CIFA Lecturer, Department of Finance and Accounting University of Nairobi ii ACKNOWLEDGEMENTS I would like to acknowledge and extend by heartfelt gratitude to the following persons who have made the completion of this project possible; my supervisor Dr. Duncan Elly Ochieng’ for his vital encouragement and support, all faculty staff and most especially to my family, friends and to God who made all things possible. iii DEDICATION To my family for standing beside me during this entire study period; Further to my friends who continuously supported me and lastly to my Employee and colleagues at work for encouragement toward successful completion of this course. iv ABSTRACT In third world countries, efficiency of the banking system is particularly vital because the banking organization serves as the central nerve for the total financial development in terms of economic growth. A large bulk of non-performing loans in failing institutions has been named as the source of bank and thrift decline and that a significant predictor of insolvency is statistically asset quality.
    [Show full text]
  • Challenges of Strategy Implementation at Ecobank Kenya Limited
    CHALLENGES OF STRATEGY IMPLEMENTATION AT ECOBANK KENYA LIMITED PHYLLIS AYUMA WETANGULA A MANAGEMENT RESEARCH PROJECT SUBMITTED IN PARTIAL FULFILLMENT OF THE REQUIREMENTS FOR THE AWARD OF THE MASTER OF BUSINESS ADMINISTRATION (MBA) DEGREE AT THE SCHOOL OF BUSINESS, UNIVERSITY OF NAIROBI OCTOBER 2010 DECLARATION STUDENT’S DECLARATION I declare that this project is my original work and has never been submitted for a degree in any other university or college for examination/academic purposes. Signature: ……………………………………………..Date:………………………………… PHYLLIS AYUMA WETANGULA REG. NO: D61/70251/2008 SUPERVISOR’S DECLARATION This research project has been submitted for examination with my approval as the University Supervisor. Signature…………………………………….….Date………………………………….. JEREMIAH KAGWE LECTURER: UNIVERSITY OF NAIROBI ii DEDICATION I dedicate this work in loving memory of my late parents Mr. David Habwe and Mrs. Ruth Asami Habwe who impressed on me the importance of education and encouraged me to pursue further studies. Mum, Dad, I miss you, but I am sure wherever you are, you are proud of me. I also dedicate this study to my loving husband Hon. Moses Wetang’ula and children, Sylvia, Eugene, Alvin, Fidel and Pauline who gave me enormous support financially and through encouragement, and sacrificed family time together to ensure I achieved my dream of obtaining a Masters Degree. May the Almighty God bless you all. iii ACKNOWLEDGEMENT I take this opportunity to give thanks to the Almighty God for seeing me through the completion of this project. The work of carrying out this investigation needed adequate preparation and therefore called for collective responsibility of many personalities. The production of this research document has been made possible by invaluable support of many people.
    [Show full text]
  • Effect of Digital Disruption on the Financial Performance of Commercial Banks in Kenya: a Case of Ecobank Bank Kenya Limited
    EFFECT OF DIGITAL DISRUPTION ON THE FINANCIAL PERFORMANCE OF COMMERCIAL BANKS IN KENYA: A CASE OF ECOBANK BANK KENYA LIMITED BY: LILIAN AOKO PETERS A RESEARCH PROJECT SUBMITTED IN PARTIAL FULFILLMENT OF THE REQUIREMENTS FOR THE DEGREE OF MASTER OF BUSINESS ADMINISTRATION (MBA) SCHOOL OF BUSINESS THE CATHOLIC UNIVERSITY OF EASTERN AFRICA NAIROBI, KENYA SEPTEMBER 2017 ii DEDICATION I dedicate this work to my parents. I thank them for their encouragement and support to ensure completion of my work. May God bless abundantly. iii ACKNOWLEDGEMENT I would first like to thank my supervisors for their wonderful collaboration and guidance. You have supported me greatly and are always willing to help. I would particularly single out Prof. Robert Arasa, for the excellent cooperation. You definitely provided me with the support and guidance that I need to choose the right direction and successfully complete my dissertation. I would also like to thank my parents for their wise counsel and sympathetic ear. You have always been there for me and encourage me in my studies. Finally, there are my colleagues at Ecobank Kenya Limited and classmates for the support each provided by deliberating over our problems. Thank you very much, everyone. iv ABSTRACT This study set out to establish the effect of digital disruption on the financial performance of commercial banks in Kenya, with a focus on Ecobank Kenya Limited. To achieve this, the study sought to identify the effect of Digital Competition, Industrial Convergence, Technological Innovation and Social Digital Trends on the financial performance of Ecobank measured by ROA. A total of 322 employees at Ecobank formed the target population of the study which adopted a descriptive research design that allowed them to provide as much information about the topic as possible.
    [Show full text]
  • Kenya Bankers' Association Bank Branch Address Listing
    KENYA BANKERS' ASSOCIATION BANK BRANCH ADDRESS LISTING BANK : 01 - Kenya Commercial Bank Limited BRANCH CODE BRANCH NAME BRANCH ADDRESS TELEPHONE FAX NUMBER 091 Eastleigh Eastleigh 6766964,22646 6766539 6/7 6766540/39 16467 Nairobi 00610 Kenya EMAIL : [email protected] 092 CPC Kencom House 3270000 48400 Nairobi 00200 Kenya EMAIL : [email protected] 094 Head Office Kencom Hse 3270000/28510 216405 00 2852000,25288 48400 6/9 Nairobi 00100 Kenya EMAIL : [email protected] 095 Wote Wote 044-33072 33127 33145/33133 269 Wote Kenya EMAIL : [email protected] 100 Moi Avenue Kencom Hse 244939/241968 225637 1 242006/225837 30081 Nairobi 00100 Kenya EMAIL : [email protected] 101 Kipande Hse Kenyatta Avenue 340161/86 318911 341031 30012 Nairobi 00100 Kenya EMAIL : [email protected] 102 Treasury Square Mombasa 041-2312524/9 228443 2312628/22136 30 30012 Mombasa 80100 Kenya EMAIL : [email protected] 103 Nakuru 051-2211709/12 214195 051-2213630 18 Nakuru 20100 Kenya EMAIL : [email protected] 104 KICC KICC 246068 248501 214878 46950 Nairobi 00100 Kenya EMAIL : [email protected] 105 Kisumu Kisumu 057-2041236/7 2021260 057-2023307/16 17 Kisumu 40100 Kenya EMAIL : [email protected] 106 Kericho Kericho 30040,20237 30636 052-21310/4/5 43 Kericho 20200 Kenya EMAIL : [email protected] 107 Tom Mboya Tom Mboya St 317106/091 317115 47861 Nairobi 00400 Kenya EMAIL : [email protected] 108 Thika Thika 067-21868/9, 31669 31411 067-22296/339/ 271 603/750 Thika 01000 Kenya EMAIL : [email protected] 109 Eldoret Uasin Gishu 053-2062241/2 2061259
    [Show full text]
  • Downloads/Acts/ Climatechangeactno11of2016.Pdf (Accessed on 20 May 2021)
    energies Article BioLPG for Clean Cooking in Sub-Saharan Africa: Present and Future Feasibility of Technologies, Feedstocks, Enabling Conditions and Financing Kimball C. Chen 1, Matthew Leach 2 , Mairi J. Black 2, Meron Tesfamichael 3, Francis Kemausuor 4 , Patrick Littlewood 5, Terry Marker 5, Onesmus Mwabonje 6, Yacob Mulugetta 3, Richard J. Murphy 2 , Rocio Diaz-Chavez 6,7, John Hauge 1, Derek Saleeby 1, Alex W. Evans 1 and Elisa Puzzolo 1,8,* 1 The Global LPG Partnership, New York, NY 10065, USA; [email protected] (K.C.C.); [email protected] (J.H.); [email protected] (D.S.); [email protected] (A.W.E.) 2 Centre for Environment and Sustainability, University of Surrey, Guildford GU27XH, UK; [email protected] (M.L.); [email protected] (M.J.B.); [email protected] (R.J.M.) 3 Department of Science, Technology, Engineering & Public Policy, University College London, London WC1E 6BT, UK; [email protected] (M.T.); [email protected] (Y.M.) 4 The Brew-Hammond Energy Centre, Kwame Nkrumah University of Science and Technology, Kumasi AK-039-5028, Ghana; [email protected] 5 Gas Technology Institute, Des Plaines, IL 60018, USA; [email protected] (P.L.); [email protected] (T.M.) 6 Centre for Environmental Policy, Imperial College, London SW7 1NE, UK; [email protected] (O.M.); [email protected] (R.D.-C.) 7 Stockholm Environment Institute, Africa Centre, World Agroforestry Centre, Nairobi 00100, Kenya; Citation: Chen, K.C.; Leach, M.; [email protected] (R.D.-C.) Black, M.J.; Tesfamichael, M.; 8 Department of Public Health, Policy and Systems, University of Liverpool, Liverpool L69 3BX, UK Kemausuor, F.; Littlewood, P.; Marker, * Correspondence: [email protected] T.; Mwabonje, O.; Mulugetta, Y.; Murphy, R.J.; et al.
    [Show full text]
  • Bank Branch Codes, All Kenyan Banks
    BANK NAME BRANCH BANK CODE AFRICAN BANKING CORPORATION ELDORET 35005 AFRICAN BANKING CORPORATION INDUSTRIAL AREA 35002 AFRICAN BANKING CORPORATION KISUMU 35004 AFRICAN BANKING CORPORATION LIBRA HOUSE 35007 AFRICAN BANKING CORPORATION MAIN BRANCH 35000 AFRICAN BANKING CORPORATION MERU 35006 AFRICAN BANKING CORPORATION MOMBASA 35003 AFRICAN BANKING CORPORATION NAKURU 35008 AFRICAN BANKING CORPORATION WESTLANDS 35001 BANK OF AFRICA KENYA LTD BABA DOGO 19007 BANK OF AFRICA KENYA LTD KISUMU 19006 BANK OF AFRICA KENYA LTD MOMBASA 19001 BANK OF AFRICA KENYA LTD MONROVIA STREET 19008 BANK OF AFRICA KENYA LTD NGONG ROAD 19010 BANK OF AFRICA KENYA LTD REINSURANCE PLAZA NAIROBI 19000 BANK OF AFRICA KENYA LTD RIVER ROAD 19004 BANK OF AFRICA KENYA LTD THIKA 19005 BANK OF AFRICA KENYA LTD UHURU HIGHWAY 19003 BANK OF AFRICA KENYA LTD WESTLANDS 19002 BANK OF BARODA CITY SQUARE 06001 BANK OF BARODA DIGO ROAD MOMBASA 06002 BANK OF BARODA ELDORET 06008 BANK OF BARODA INDUSTRIAL AREA 06007 BANK OF BARODA KISUMU 06005 BANK OF BARODA NAIROBI MAIN 06000 BANK OF BARODA SARIT CENTRE 06006 BANK OF BARODA THIKA 06004 BANK OF INDIA ELDORET 05008 BANK OF INDIA INDUSTRIAL AREA 05002 BANK OF INDIA KENYATTA AVENUE NAIROBI 05000 BANK OF INDIA NKRUMAH ROAD MOMBASA 05001 BANK OF INDIA WESTLANDS 05003 BARCLAYS BANK OF KENYA LIMITED BOMET 03029 BARCLAYS BANK OF KENYA LIMITED BUNYALA ROAD 03070 BARCLAYS BANK OF KENYA LIMITED BURU BURU 03028 BARCLAYS BANK OF KENYA LIMITED BUSIA 03088 BARCLAYS BANK OF KENYA LIMITED BUTERE ROAD 03079 BARCLAYS BANK OF KENYA LIMITED CARD CENTRE
    [Show full text]
  • Ecobank Has the Network Advantage Customers, Products, Geography
    Ecobank has the Network Advantage Customers, Products, Geography. Ecobank Group Annual Report 2015 Contents Contents 2015 Highlights 02 Ecobank at a glance 04 Unique pan-African footprint 06 Performance highlights 08 Board and Management Reports 10 Board of Directors 12 Directors’ biographies 14 Group Chairman’s statement 18 Directors’ report 21 Group Chief Executive’s review 24 Group Chief Operating Officer’s review 30 Corporate and Investment Bank 32 Domestic Bank 33 Treasury 34 Business and Financial Review 36 Corporate Governance 64 Corporate Governance report 66 Sustainability report 81 People report 96 Risk Management 100 Financial Statements 126 Statement of Directors’ responsibilities 128 Auditors’ report 129 Consolidated financial statements 130 Notes to consolidated financial statements 135 Five-year summary financials 217 Parent Company’s financial statements 218 Corporate Information 222 Executive management 224 Shareholder information 226 Holding company and subsidiaries 233 Shareholder contacts 234 Customer contact centers 235 01 2015 Annual Report 2015 highlights Our challenge remains to extract the maximum shareholder value from Africa’s largest financial services platform. With a clear strategic roadmap to market leadership in Middle Africa and a reinvigorated senior management team to implement it, we are confident of achieving our medium-term objectives. 02 03 2015 Annual Report Ecobank is the leading pan-African banking institution in Africa Founded in 1985 and headquartered in Lomé, Togo, Ecobank provides banking, consumer and commercial finance, investments, and securities and asset management to approximately 11 million customers ranging from individuals, small and medium-sized enterprises, regional and multinational corporations, financial institutions and international organisations through 1,268 branches and offices, 2,773 ATMs, the internet (ecobank.com) and mobile banking.
    [Show full text]