Browsing by Author "Hasifah, Nabukeera"

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    Effects of service delivery by commercial banks on their customer satisfaction: a case study of Barclays Bank 'u' ltd
    (Kampala International University.College of Economics and Management, 2011-07) Hasifah, Nabukeera
    The topic of the study was the effect of service delivery by commercial banks on their customer satisfaction, a case study of Barclays bank Uganda limited, the problem of the study was to find out the problems facing commercial banks. The purpose of the study was to find out how the commercial banks are going to help their customers who are ignorant about their existing services. The objectives of the study were; to establish ways of retaining customers through delivering services to them, find out the problems facing both the commercial banks and their customers and how they can be solved and to find out the outcomes of the services delivered by Barclays Bank to their customer satisfaction. The research used both descriptive and analytical research design. The findings of the study indicated the following: It was found out that the ways of retaining customers through delivering services to them is by offering loans to them, by providing their customers with ATM cards, issuing bank charge cards and other related services. It was also found out that the problems facing both the commercial banks and their customers are; Poverty, High interest rates, Ignorance and Illiteracy of customers. It was further found out that the outcomes of the services delivered by Barclays Bank to their customer satisfaction are; accumulation of capital formation, infrastructural development and stimulates savings and investment. It was recommended that there should be an ensured system of service delivery that favours all the customers. This is because if the customers are not served well, then they may stop banking or transacting with Barclays bank.