Browsing by Author "Esagala, Sandra"

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    Service Quality, Clientele Perception and Customer Satisfaction among Financial Institutions in Kampala.
    (2023) Esagala, Sandra
    Over the past years, Customer satisfaction has been a major component for business growth and empowers financial Institutions to expand on their market share and reputation which enables them to contribute to economic growth through capital formation, smoothing trade and commerce. The study examined the relationship between service quality, clientele perception and customer satisfaction among financial institutions in Kampala. The study was carried out on the following objectives; to examine the relationship between service quality and customer satisfaction among financial institutions in Kampala, examine the relationship between clientele perception and customer satisfaction among financial institutions in Kampala, and examine the combined relationship between service quality, clientele perception and customer satisfaction among financial institutions in Kampala. The study employed a cross-sectional research design in addition to a questionnaire approach. The researcher distributed 200 questionnaires but received only 196 questionnaires showing a 98% response rate. The quantitative data analysis was done using a regression and correlation analysis. Study findings indicated a positive relationship between service quality and customer satisfaction of financial institutions. It also revealed a strong positive relationship between clientele perception and customer satisfaction among financial institutions in Kampala. The study added to the existing literature on service quality, clientele perception and customer satisfaction by documenting the relationship between service quality, clientele perception and customer satisfaction. The study complements the previous studies on customer satisfaction by demonstrating that reliability, responsiveness, assurance, perceived value, perceived price and trust improve customer satisfaction. Such evidence does not currently exist. The findings also indicate that financial institutions were found to have better customer satisfaction. The study had limitations since it was cross sectional which measures the intention at a single time. This implies that the study does not provide findings over a long period of time. It was recommended that financial institutions should give maximum efforts to improve their responsiveness, assurance and reliability like availing training to employees and creating awareness to customers about the services offered by them.