EFFECT OF TANGIBILITY ON CUSTOMER SATISFACTION AMONG MICRO FINANCE BANKS CUSTOMERS IN KENYA

Purpose: Financial markets and institutions are central to the process of economic growth. The provision credit has increasingly been regarded as an important tool for raising incomes populations, mainly by mobilizing resources more productive uses. However, microfinance in Kisumu City Kenya still far off from reaching required customer satisfaction index. main purpose study was establish effect tangibility on among micro finance banks (MFB) customers City.
 Methodology: This anchored a Market based theory; Survival theory Expectancy Disconfirmation theory. A correlation research design used. Study targeted 10,300 MFB City. sample size 370 drawn target population using simple random sampling technique. used primary data questionnaires.
 Findings: findings indicated that Tangibility is associated with 63.1% variation satisfaction, increase affects 0.341. analysis determine shows significant existed (r = 0.631, p < 0.05). variations tangibles.
 Unique Contribution Theory, Practice Policy: organization needs train employees various aspects tangibility. Systems should be place ensures certain like security quality retained improved throughout customers’ lifetime.