Browsing by Author "Kobusingye, Catherine"

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    Corporate Reputation, Corporate Social Responsibility, and Customer Satisfaction.
    (Makerere University Business School, 2024-09-30) Kobusingye, Catherine
    Customer satisfaction is considered a vital factor for business survival and development. However, UMEME customers still demand improved supply reliability, responsiveness to service and clearing the pending connections, resulting into fluctuation in customer satisfaction levels. The purpose of the study was to examine the relationship between corporate reputation, corporate social responsibility and customer satisfaction at UMEME Limited-Kampala. The study used a cross sectional survey design with a quantitative approach. The study employed simple random sampling to select the right sample and a random number generator to reach participants. A closed ended questionnaire was used to collect primary numerical data from 384 domestic UMEME customers with in Kampala. SPSS software package version 25 was used to generate both descriptive and inferential statistics and results were presented in table form. Validity and reliability were both tested and yielded values above the threshold of 0.7. In respect to ethical considerations, privacy and confidentiality issues were emphasized. The findings of the study proved that corporate reputation, corporate social responsibility and customer satisfaction, positively and significantly associate with each other. Findings further proved that corporate reputation and corporate social responsibility increases customer satisfaction. Furthermore, findings proved that corporate social responsibility partially mediates the relationship between corporate reputation and customer satisfaction. The study recommends that Utility organizations such as UMEME should always try to maintain or improve its cognitive reputation and affective reputation so that people out there, can be inspired to consume its services. It is also recommended that Utility organisations such UMEME should endeavor to foster corporate social responsibility for customers and the social public welfare. This in turn can increase the customer satisfaction levels. This study has both policy and practical implication on Utility organisations as discussed in the subsequent chapters.