Customer care and organizational performance in selected tour and travel companies in Kampala — Uganda.
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Date
2012-09
Authors
Journal Title
Journal ISSN
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Publisher
Kampala International University. College of Economics and Management
Abstract
The study assessed the effect of customer care on organizational performance in
selected tour and travel companies in Kampala - Uganda on four specific
objectives namely: (1) To determine the profile of the respondents in terms of
age, gender, marital status, level of Education and working experience (2) To
determine the level of customer care in selected tour and travel companies in
Kampala-Uganda, (3) To determine the level of organizational performance in
selected tour and travel companies in Kampala-Uganda.(4) To determine whether
there is a significant relationship between customer care and organizational
performance. The research employed a descriptive correlation design, used a SAQ
to collect data from 146 respondents, sample size determined using Sloven’s
formula. The data was analyzed using frequencies, means and PLCC .The findings
revealed that there is a relative gender balance between male and female
respondents who were in the age bracket of between 26-30 years, and were
single, had at least a degree and had experience of 1-2 years. The level of
customer care was found to be very low and the level of organizational
performance was also found to be low, there was a significant relationship
between customer care and organizational performance. The researcher
recommended that: There is a need to provide precise information to the clients.
Websites need to be well communicated to the clients. More efforts in terms of
both finance and human resource is needed to support the activities because the
hospitality industry is a people business’. The pricing should be revised and
tailored to the services provided. In other words the clients need not to be
overcharged. In case the client is not served and had paid, there is a need for clear
procedures to meet the refund process. There is need to provide customized
services to the clients and immediate responses to the requests and problems of
the clients since communication is a key element in all organizations. The
Balanced scorecard system which guided the study was proved or found true.
Description
A Thesis Submitted to the College of Higher Degrees and Research Kampala International University Kampala-Uganda in partial fulfillment of the Requirements for the Award of the Masters of Business Administration (Tourism option) of Kampala International University Kampala — Uganda.
Keywords
Customer care, Organizational performance