Please use this identifier to cite or link to this item: http://hdl.handle.net/20.500.12306/7399
Title: Work related stress and customer service quality in the national university of Rwanda:
Authors: Mutarindwa, Samuel
Keywords: Work related stress
customer service
national university of Rwanda
Issue Date: Oct-2011
Publisher: Kampala International University, College of Economics & management.
Abstract: The purpose of the study was to investigate the relationship between work related stress and customer service quality at the national university of Rwanda The research was guided by four objectives; to establish the profile of the respondents in terms of age, gender, educational qualification, working hours, faculty of belonging and length of service in the organization, determine the extent of work related stress at the national university of Rwanda, to establish the levels of customer service quality of students and to finally establish the relationship between work related stress and customer service quality at the national university of The research followed a descriptive correlation survey design. Primary data was collected using self administered questionnaires issued to the respondents. Data was collected using a sample size of 226 academic staff and 180 students from the national university of Rwanda Data analysis was done with help of SPSS and with the use of Pearson’s correlation coefficient which was used to measure the relationship between work related stress and customer service quality at the national university of Rwanda The findings disclose a negative and significant relationship between work related stress and customer service quality at the university. Thus the study recommends management of the university to look into the possibilities of minimizing work related stress environments so as to improve the quality of customer service rendered to students
Description: a Thesis Submitted to the School of Postgraduate Studies and Research Kampala International University Kampala, Uganda In Partial Fulfillment of the Requirements for the Degree Master of Business Administration
URI: http://hdl.handle.net/20.500.12306/7399
Appears in Collections:Master of Business Administration - Main and Ishaka Campus

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