Quality service delivery and customer satisfaction:
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Date
2013-09
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
Kampala International University, College of Economics and Management
Abstract
The main aim of this research was to establish the role of quality service delivery and
customer satisfaction in Quality Chemicals Katwe Uganda.
The study was guided by the following objectives; To establish the role of accessibility of
services towards customer satisfaction, the role of price towards customer satisfaction and
ability of services towards customer satisfaction. The study established that; ability of
services towards customer satisfaction in Quality Chemicals Katwe is high. This is as a
result of effective quality control process and measures put forih by management of
Quality Chemicals Katwe. The study also established that the price attached on the
services at Quality Chemicals Katwe Uganda was cheap hence attracted high number of
customers. Accessibility of services towards customer satisfaction at Quality Chemical
Katwe on the other hand was found to be high and effective. This has enabled customers
to reach out easily for services at Quality Chemicals Katwe Uganda.
The materials used in the data collection were secondary data sources which included
published articles, newsletters, internet, library literature and company records. Primary
data was collected by the use of observation, questionnaire, face to face interviews to
collect the first hand information
Based on the research finding, the researcher recommended the following; services should
be made continuously available coupled with quality production at all times as to enable
customers to reach out on those services with convenience, price attached on the services
should be fair as to be able to attract customers into the company, effective quality
measures and process must be effectively maintained in order to improve on quality of
services produced at quality chemicals Katwe-Uganda.
Description
A research proposal submitted to the faculty of business and management sciences for the a ward of a Degree In Business Administration-Marketing of Kampala International University
Keywords
Quality service delivery, Customer satisfaction, Quality chemicals Katwe Uganda