The effect of lending policy and customer retention in centenary bank-kabalagala branch

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Kampala International University,College of Economics and Management
This study was designed to find out the relationship between lending policy and customer retention in finance Institutions (Fls) in Uganda taking Kabalagala Branch as a case study. It describes how credit policy has an effect on customer retention in Fis. The study used both qualitative and quantitative methods through questionnaire and semi structured interviews. A simple random sampling design was used to select respondents from the clients and purposive sampling was used to select staff respondents. The study covered 20 respondents and data was collected with the help of questiom1aires and an interview guide. Data presentation was done using tables showing frequencies and percentages. Data analysis was done using a computer package of SPSS. the findings were that Centenary Bank has lending policies in place which it was using, that he level of client dropout was relatively high (moderate) and that credit policy and customer •retention had a negative relationship as evidenced from Pearson con-elation coefficient of r=- l.803. The results indicated that the increased client dropouts were as a result of high interest rates put in place as a credit policy forcing borrowers to join other financial institutions. ['he study recommended that interest rates should be revised; clients should be given a grace ,period in case they fail to repay their loan in time, need for periodic review of credit policy and training of staff Clients also recommended the encouragement of individual loans so as J prevent loyal clients from being penalized for those members of the group who fail to fulfill their loan obligations.
Research report submitted to the College of Economics and Management in partial fulfillment of the requirement for the Award of Bachelors Degree in Business Administration of Kampala International University
lending policy, Customer retention, Centenary bank, Kabalagala