Customer Satisfaction Practice and Marketing Performance of Commercial Banks in Kenya

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Correlational study shows customer satisfaction practices enhance marketing performance in banks, suggesting improved customer-centric strategies.

Customer satisfaction significantly influences marketing performance in commercial banks, facilitating organizational success.
Findings indicate that aligning organizational culture and business strategies with customer needs improves service quality.
The correlational research design involved structured questionnaires administered to bank managers across 38 commercial banks.
Enhancing customer satisfaction through training and innovative practices is vital for sustaining competitive advantage in the banking sector.

Ngeno et al. (2025) studied this question.

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Correlational study shows customer satisfaction practices enhance marketing performance in banks, suggesting improved customer-centric strategies.