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Title: Customer relationship management and the performance of KK coaches limited
Authors: Mabutu, Joseph
Keywords: Customer relationship management
KK coaches limited
Issue Date: Aug-2010
Publisher: Kampala International University, College of Economics and Management
Abstract: The transport sector is a vital aspect of any growing economy like Uganda. Many private individuals and companies are involved into the transp01t business venture and KK Coaches was not left behind. KK Coaches Limited was established in 2008 and is headquaitered in Kampala with branches in, Arua, Koboko, Paidha, Nebbi, Packwach, among other towns in Uganda. Performance of KK couches limited and other businesses hugely rely on a well managed customer relationship. KK couches limited slatted well, but somehow on the way faltered due to poor customer care, poor time management, loss of goods, and instability in departure time among others. This led to poor performance of the company. The study was therefore, aimed at assessing customer relationship management and performance of KK couches limited. It was guided by three research questions namely service, communication and records management system. The study was conducted in Kampala at the head quarters of KK couches limited. The technique of random sampling was used in sample selection. Data was selected by use of questionnaires during the stakeholders' survey in depth interview with key customer and staff respondents. The findings of the study indicate that services provided KK include transp01t, courier and cargo as the main ones. It was discovered that records management helps to improve company performance as it helps in staff appraisal, future reference, problem solving among others. Communication between KK and the customers was found to be clear, message to and from clients is instant and communication with customers is on daily basis. The researcher recommends that KK couches limited should promote effective communication, ensure proper flow of information, the company should not rely on mobile phones alone but also go for suggestion boxes, records of customers should be checked periodically, someone should be employed to help, guide, direct and monitor the sick, elderly and disabled.
Description: A Research report submitted to the school of Business and Management in partial fulfillment of the Requirements for the Award of Bachelor’s Degree in Business Administration of Kampala International University
Appears in Collections:Bachelor of Business Administration (BBA)

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