Please use this identifier to cite or link to this item: http://hdl.handle.net/20.500.12306/4105
Title: Customer relationship management, service quality and firm performance of selected Stanbic Bank (U) Branches in Uganda
Authors: Abdikadir, Ahmed Mohamed
Keywords: Customer relationship management
Service quality
Firm performance
Stanbic Bank (U)
Uganda
Issue Date: Dec-2010
Publisher: Kampala International University, College of Economics and Management.
Abstract: The study investigated the relationship between customer relationship management (CRM), service quality and firm performance in selected Stanbic Bank Uganda branches. The study adopted a correlation study design using mainly a quantitative approach on a sample of staff and management of the bank and its customers. The data was collected using a questionnaire and was analyzed using frequencies, percentages, correlation, regression analyses. The study found out that CRM had a significant relationship with service quality in Stanbic Bank and CRM was a significant predictor of the variance in service quality as it predicted 66.5% of the variance in service quality in the bank while Service quality had a significant relationship with performance of Stanbic Bank and was a significant predictor of performance of the bank as it predicted 26.6% of the variance in the performance of the bank Customer Relationship Management had a significant relationship with performance of Stanbic Bank and was a significant predictor of bank performance at it predicted 6l.1% of the variance in the performance of the bank. The study recommends that the management, shareholders and other relevant stakeholders should ensure that: Commercial banks develop and articulate CRM strategy development, value creation, multi-channel integration, performance assessment and information management to achieve effective service quality indicators of customers perceived service reliability, responsiveness, assurance, empathy and tangibles; Commercial banks develop and articulate effective service quality attributes of reliability responsiveness, assurance, empathy and tangibility for enhanced performance indicators of customer Live Time Value, market share, sales growth, brand equity, and employee retention; and that commercial banks develop and articulate CRM for enhanced indicators of customer Live Time Value, market share, sales growth, brand equity, and employee retention Other studies need to be carried out to identify~y such factors other than those under this study that predicted the variance in service quality and bank performance
Description: A Thesis presented to the School of Postgraduate Studies and Research Kampala International University Kampala, Uganda In partial fulfillment of the requirements for the Degree Master's of Business Administration.
URI: http://hdl.handle.net/20.500.12306/4105
Appears in Collections:Master of Business Administration - Main and Ishaka Campus

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