Abstract: The deposit taking and credit cooperative societies have been in the process of significant transformation. The force behind this transformation of the deposit taking and credit cooperative societies is innovation in information technologies which has led to adoption of Business Process Reengineering projects by SACCOs. Guided by this background, the study examined the influence of business process reengineering on customer satisfaction of deposit taking and credit cooperative societies in coastal region counties, Kenya. The specific objectives were; Internet Banking, Mobile Banking, Electronic funds transfer and Automated teller machines and the ascertainment of how they affected customer satisfaction of deposit taking and credit cooperative societies in coastal region counties, Kenya. This study was guided by diffusion innovation theory, bank led theory and open school system theory. The study adopted descriptive research design. Primary data was collected through research questionnaire that was developed and sent to the various customers of deposit taking and credit cooperative societies in coastal region counties, Kenya. The positive correlation between mobile banking and customer satisfaction shown by a correlation figure 0.378 and regression coefficient of 0.135 showed that mobile banking improved customer satisfaction of SACCOs. The positive correlation between internet banking and customer satisfaction shown by a correlation figure 0.514 and regression coefficient of 0.083 showed that internet banking improved customer satisfaction of SACCOs. The positive correlation between electronic funds transfer and customer satisfaction shown by a correlation figure 0.577 and regression coefficient of 0.572 showed that electronic funds transfer improved customer satisfaction of SACCOs. The positive correlation between automated teller machine and customer satisfaction shown by a correlation figure 0.626 and regression coefficient of 0.058 showed that automated teller machine improved customer satisfaction of SACCOs.The study recommends that; SACCOs should take advantage of wide network coverage to reach the unbanked population and enhance their services hence customer satisfaction. Additionally, the study recommends that the application software platform should be as simple as possible and user-friendly which could be used by virtually everybody. The SACCOs should assure customers that transacting online is safer and private to encourage the SACCO customers to embrace online banking. SACCOs should team up with cybersecurity experts to proactively counter any imminent threats on online banking. The SACCOs should improve the interbank electronic fund transfer to encourage customers to use the service. Also, charges on EFT services should be competitive to enhance the SACCOs customer satisfaction. Finally, the SACCOs should install ATMs in all towns since it was established from the study that the benefits of installing ATM to the SACCOs were plenty. SACCOs should renegotiate with the regulating authority to expand the withdrawal amount limit since it affected customer satisfaction of the SACCOs negatively. The SACCOs should encourage customers to use ATMs by slapping the counter service fee.
Keywords: Business Process Reengineering, Internet Banking, Mobile Banking, Automated Teller Machines, Electronic fund Transfer, and performance.
Title: BUSINESS PROCESS REENGINEERING AND CUSTOMER SATISFACTION OF LICENSED AND AUTHORIZED DEPOSIT TAKING SACCO SOCIETIES IN THE COAST REGION COUNTIES, KENYA
Author: Dr Peter Situma Sasaka
International Journal of Interdisciplinary Research and Innovations
ISSN 2348-1218 (print), ISSN 2348-1226 (online)
Vol. 14, Issue 1, January 2026 - March 2026
Page No: 39-54
Research Publish Journals
Website: www.researchpublish.com
Published Date: 31-January-2026
