Customer satisfaction and the growth of commercial banks in Uganda: a case study of United Bank for Africa (Kansanga Branch)
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Date
2015-05
Authors
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Journal ISSN
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Publisher
Kampala International University, College of Economics and Management
Abstract
In recent years, a number of studies have highlighted the effect of customer satisfaction on the
growth of business organizations through empirical evidence across both developed and
developing countries. In the pursuit of this type of evidence, this research clarifies the nature of
the relationship between customer satisfaction and the growth of commercial banks in Uganda.
In the model of this study, bank growth is a dependent variable. The quality of banking products
and services, the banking product and service supply process, quality of staff, presentation of
banking information and price competition of banking products and services are independent
variables. To examine the relationship between customer satisfaction and the growth of
commercial banks, this study uses data analysis from the questionnaire to test the reliability and
validity of this relationship. By using the ordinary tables and excel, the relationship between
customer satisfaction and bank growth is measured. Results are consistent: customer satisfaction
has a positive impact on the growth of commercial banks in the case of United Bank for Africa.
And then, implications for the banking sector are drawn for the case of United Bank for Africa.
Description
Research report submitted to College of Economics and Management as a partial fulfilment of the requirements for the Award of Bachelor's Degree of Business Administration at Kampala International University
Keywords
Customer, Satisfaction, Growth, Commercial banks