Browsing by Author "Yoronimu, Tumutegye"

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    Customer relationship management and bank profitability in the bank of Kigali: a case study of Nyagatare branch
    (Kampala International University, College of Economics and Management, 2018-10) Yoronimu, Tumutegye
    This study was about customer relationship management (CRM) and profitability in the Bank of Kigali and was motivated by the need to examine the impact of the reportedly grossly- neglected customer care and the less-focused-on customer retention, which can be derived from customer satisfaction, on profitability. Three objectives were followed in the study, first of all, to establish the relationship between customer care and profitability in the Bank of Kigali; secondly, to examine the relationship between customer satisfaction and profitability in the Bank of Kigali and, thirdly, to establish the relationship between customer retention and profitability in the Bank of Kigali. The study adopted descriptive and correlation designs that used quantitative and qualitative approaches, where applicable. The study established that there was a positive weak but significant relationship between customer care and bank profitability (r0.3 I 8**, P-value