Quality service delivery and customer satisfaction:

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.