Thesis & Dissertations(Doctoral & Master)

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    Customer Relationship Management and Customer Retention.
    (2023) Omari, Rashid Jaffari
    Grain millers continue to experience an increased loss of competitive grain markets from large customers especially wholesalers. The purpose of the study was to examine the relationship between customer relationship management (CRM) and customer retention. The study was guided by four objectives namely; to examine the relationship between Knowledge Management and retention of wholesale customers, to establish the relationship between Technology-Based CRM and retention of wholesale customers, to examine the relationship between Key Customer focus and retention of wholesale customers and to examine the relationship between CRM organising and retention. A cross-sectional survey design and a quantitative approach was employed considering a sample size of 169 out of a population of 300 wholesale customers of grain millers using simple random sampling procedure. A close ended questionnaire anchored on a six likert scale was employed to collect primary data and out of a sample of 169 wholesale customers in Kampala district, 105 responses were obtained, making a response rate of 62.1%. SPSS version 25 software was used to analyse both descriptive and inferential statistics. The findings suggest a significant positive association between CRM dimensions (CRM Organizing, CRM Based technology, knowledge management and key customer focus) and customer retention. Multiple regression results suggest that all dimensions of CRM (CRM Organizing, CRM Based technology and key customer focus) except knowledge management have significant influence on customer retention. Key customer focus was found to be the greatest predictor followed by CRM organising and the last being the CRM based technology. Multiple regression results further indicate that predictors in the model explain a variation of 58.9 percent and the other 41.1 percent are to be explained by other factors. The study concludes that it is very vital to have a firm CRM in place as it builds a strong long term relationship with customers who in turn make customers repeat purchases and have a positive word of mouth. The study recommends that customer relationship management policies that aim at improving customer retention should be put in place to ensure that employees in the respective grain milling companies implement and fully adhere to the set policies.
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    Workplace Environment, Employee Engagement and Employee Performance in Public Hospitals of Uganda.
    (2023) Phiona, Arinaitwe
    Employee performance is a remarkably multidimensional element which is an important factor in determining firm success or failure. The study examined the relationship between workplace environment, employee engagement and employee performance in public hospitals. The study was premised on the following research objectives: to examine the relationship between workplace environment and employee performance, to examine the relationship between workplace environment and employee engagement, to examine the relationship between employee engagement and employee performance and to examine the mediation effect of employee engagement. The study was premised on the theory of Work Adjustment to augment the relationship between the study variables. The study adopted a cross-sectional research design along with a quantitative research approach. A sample size of 317 was scientifically drawn from a population of 1,736 hospital staff using simple random sampling. The study used Krejecie and Morgan’s table to determine the sample size. The study tested for validity and reliability of the data collection instruments using Content Validity Index and Cronbach alpha coefficient respectively and the coefficients for validity and reliability were all above the 0.7 threshold. Quantitative data analysis was done using regression and correlation analyses. Study findings revealed a positive relationship between workplace environment and employee performance, workplace environment and employee engagement and employee engagement and employee performance. The findings also revealed that both workplace environment and employee engagement predicted employee performance. Findings revealed that employee engagement is a partial mediator. Findings revealed that organizations that promotes collaboration, open communication, and teamwork experience improves quality of work through the sharing of ideas and knowledge. It was further observed that, when employees are comfortable, they are more likely to be absorbed in what they are doing which increases employee engagement. The study recommends that hospitals should encourage teamwork and collaboration to create a harmonious and cooperative work environment. Also, policymakers should establish workplace standards by setting and enforcing workplace standards and regulations that ensure safe, healthy, and inclusive work environments.
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    Industrial Market Segmentation, Target Marketing, Market Positioning and Perceived Organisational Performance in Uganda.
    (2023) Odeke, John Michael
    Introduction: In an attempt to improve performance, Shell Uganda Limited has adopted Industrial marketing strategies such as market segmentation, target marketing, and market positioning. Despite efforts by Shell Uganda Limited to improve performance, there has not been much success with regards to sales performance. This study examined the relationship between Industrial market segmentation, target marketing, market positioning and perceived organisational performance in Uganda. The study was based on the market segmentation theory by Wendell (1956). Methods: A cross-sectional research design was employed, with a study population of 180 staff and sample size of 126 determined using statistical Table of Krejcie and Morgan (1970). A questionnaire and an interview guide were used for data collection. Results confirm that there was reliability as the scores are all equal to or above 0.70. The instruments were valid having scored above 0.7 on the content validity index. Data was analyzed using both quantitative and qualitative techniques. Results: The responses were fairly good, with senior management (50%), middle managers (67%),and sales representatives (80%).Industrial market segmentation and perceived organisational performance are positively and significantly correlated (R=.797**, P< 0.01) . Target marketing and perceived organisational performance positively but insignificantly correlated (R=.139, P>0.01).Market positioning strategy and perceived organisational performance are positively and significantly correlated (R=.301**, P<0.01).The overall regression model revealed an Adjusted R Square=.745, P<0.01. It also shows what the sample reflects of the phenomenon obtaining in the population studied. This means that the variables in the model predict up to 74.5% of the variance in the perceived organisational performance in Shell Uganda. Market segmentation explains 79.7% (.797) of the variance in the perceived organisational performance. Target marketing explains -32.7% (-.327) of the variance in the perceived organisational performance. Market positioning explains -21.2% .212) of the variance in the perceived organisational performance. Conclusion: The use of industrial segmentation promotes activities, behavior and processes that finally lead to a significant improvement in perceived organisational performance given the significant and positive association between these two variables. All efforts to enhance target marketing have potential to enhanced perceived organisational performance. There is a positive and significant relationship between market positioning strategy and perceived organisational performance in Shell Uganda.
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    An Examination of Business Continuity Management Strategies during the COVID-19 Outbreak at Stanbic Bank Uganda Limited.
    (2023) Nakalembe, Stella
    This study aimed at examining business continuity management strategies during the Covid19 Outbreak at Stanbic Bank Uganda Limited The study was mainly based on three objectives: to Identify the business continuity management strategies at SBU during the Covid-19, to establish the challenges affecting the effectiveness of business continuity strategies at Stanbic Bank Uganda during the Covid-19 and to recommend strategies for improving business continuity management at SBU. The study adopted a cross-sectional design and quantitative approach. Data was collected using the primary means by presenting questionnaires to 238 respondents and 207 were returned giving a response rate of 89%. Data was analyzed using the Statistical Package for Social Sciences Version 23. The study findings revealed that SBU endeavored to continue their business operation during and after covid -19 through strategies like establishment of a risk management and analysis team, assigning independent members specifically to deal with the COVID-19 pandemic, changing the bank’s organization plan and developing backup and data recovery strategies among others. However, SBU face several challenges that hinders the effectiveness of business continuity at SBU like lack of enough technology resources, lack of experience sharing by BCM professionals, poor culture change, complex BCP processes, lack of staff involvement, safety and security, failure to allocate funds for the BCM and lack of enough capacity and resources among others. Several strategies like: designing effective crisis communication and information systems, defining detection and prevention and procedures, restoration of services to customers, establishing means of communication during times of crisis, offering free services to clients help in resolving poor service quality, investment in technology, and investing in alternative working spaces (work from home) were recommended and strongly adopted by the respondents. This study recommends that SBU should establish a risk management and analysis team to minimize the potential risk of incidents and recover more speedily as compared to its rivals. SBU should also put in place effective crisis communication and information systems. Further studies may also be conducted on business continuity management in other context like public entities and manufacturing firms.
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    An Assessment of the Effectiveness of the Customer Complaint Management System at East African Packaging Solutions Limited, Jinja Uganda.
    (2023) Nairuku, Aisha
    This study was about an assessment of the effectiveness of the customer complaint management system at east African packaging solutions limited, jinja Uganda. The study was guided by three research objectives which included; examining the effectiveness of the customer complaint management system in EAPSL; identifying the customer complaints at EAPSL and identifying the challenges associated with the customer complaint management system in EAPSL. The study used a cross-sectional research design and employing the use of quantitative approach. A simple random was carried. The findings revealed that EAPSL has an effective customer complaint management system, it was also found out that EAPSL has customer complaint management system mailed with a lot of challenges and the most outstanding complaint registered by many respondents was that the company was unwilling to present explanations to the problems. The study recommended that customer care team should however be well staffed and competent in order to effectively and quickly handle issues of clients, the customer complaint system should allow online responses with clients this creates flexibility in communication between a client and a consumer there by creating effectiveness in service delivery. The company should repair and frequently service the system, the company should take responsibility and always respond accordingly if there is service failure, the company should put in place policies and procedures to handle complaints, always carry out frequent client visits as a way of due diligence, frequently acknowledging the complainant's distress, always recording complaints from clients, and frequently presenting explanations to the problems of clients.