Credit policy and customer satisfaction in financial institution: a case study of Cairo International Bank, Kampala- Uganda
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Date
2018-08
Authors
Journal Title
Journal ISSN
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Publisher
Kampala International University,College of Economics and Management
Abstract
This study established credit policy and customer satisfaction in Cairo international bank Uganda
ltd in Kampala. The study was based on the following objectives and these are, to establish the
profile of the respondents in financial institutions, to establish the key elements of credit policy
fir Cairo bank and to examine the relationship between credit policy and customer satisfaction.
The study employed descriptive correlation design: dala was collected using researcher deviscd
questionnaires and interview. In regard to gender. the findings revealed that the majority of the
respondents 60% were male, in regard to department category, majority 40% were from the
marketing department, in regard to education level, majority 40% were bachelor’s degree
holders, and in regard to work experience, majority 45% had worked with in Cairo bank for 3-6
years. In regard to credit policy 65% were encountered to the service, in regard to customer
satisfaction, the study established that the maj;rity8s% customers are satisfied with the service
provided and was interpreted satisfactorily, 64% showed increase in sales, 70% increase in
profits. The results also suggested that there is relationship between credit policy and customer
satisfaction of 79.8%. The study concluded that the main goal of the research was establish the
impact of credit policy and customer satisfaction financial institution in Cairo bank branch of
Kampala district .it is recommended to Cairo bank to clarify company’s goals before
implementing credit policy program through considering company’s needs, carry out customer
orientation, competitive concentration and technological turbulence.
Description
A research report submitted to the College of Economics and Management in partial fulfillment of the requirements for the Award of Bachelor’s Degree in International Business Administration of Kampala International University
Keywords
Credit, Policy, Customer, Satisfaction, Banks