Service delivery and customer satisfaction in selected Commercial Banks in Central Division, Kampala

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Kampala International University; College of Economics and management
The study examined the relationship between service delivery and customer satisfaction among selected Banks in Kampala, Uganda; based on five specific objectives: (i) to determine respondent’s profiles in terms of gender, age, marital status, level of education position and experience; (ii) level of service delivery (iii) level of customer satisfaction; (iv) difference in the level of service deliver and level of customer satisfaction according to relevant profile variables; and (v) relationship between service deliver and customers satisfaction among the selected banks in Kampala, Uganda. It used a descriptive correlation design, survey, expos facto and cross-sectional survey designs. A self-administered questionnaire was used to collect primary data from 331 respondents out of a population of 2400 using convenient sampling technique. Data was analyzed using SPSS’s frequencies and percentages, means, one way ANOVA, Pearson’s Linear Correlation Coefficient. The data analysis revealed that most of the respondents were female, married and in the age bracket of 20 — 39 years; majority were bachelor’s degree holders; with experience of 5 years and above. The study went ahead to reveal that both the level of service delivery and customer care was high. One way ANOVA revealed that service delivery significantly differed according to age and experience; and the level of customer satisfaction differed according to education and experience. Lastly, PLCC and Regression analysis showed that service delivery positively and significantly correlated to customer satisfaction. Basing on the study findings, the researcher made the following recommendations: Banks need to have complaint registers on their counter for Customer to record their complaints about the services and in areas where they are not satisfied; use friendly system to make ATM transactions easier and cheaper, this will reduce queues on the counter inside the bank; locate ATM5 in convenient places to reduce the distance customers move to access their finances and secondly, these ATM5 need to be in safe places to reduce robbery and coning of customers after withdrawing their cash; staff need to devote enough effort in resolving customer problems and complaints as and when they arise; banks to set fair interest rates to attract more customers; banks follow up customers to establish their level of satisfaction on the services offered.
A thesis presented to the College of Higher Degree and Research Kampala International University Kampala, Uganda in partial fulfillment of the requirements for the Degree of MBA in Banking and Finance
Service delivery, Customer satisfaction, Commercial Banks, Uganda