Thesis & Dissertations(Doctoral & Master)

Permanent URI for this collection

http://localhost:4000/handle/20.500.12282/3201

Browse

Recent Submissions

Now showing 1 - 5 of 5
  • Thumbnail Image
    Item
    Effectiveness of agency banking in bank of Africa
    (Makerere University Business School, 2020-12-03) Ndyamuhaki, Anita
    The purpose of this study was to examine the effectiveness of Agency Banking in Bank of Africa Uganda Ltd. The research opportunity was that agency banking carries several benefits which include reducing congestion, reducing costs of setting up fully fledged bank branches, allowing customers to have full time access to the banking services in convenient and nearby locations. The objectives were to identify costs associated with agency banking in Bank of Africa, to establish the level of customer growth in Bank of Africa and to establish the benefits of Agency banking to Bank of Africa. The study adopted a cross sectional research design and the use of a quantitative approach as the main means of data collection. A sample of 205 employees was selected using simple random sampling approach. Data was collected from primary sources using a questionnaire. Findings show that the respondents agreed that the introduction of agency banking directly contributed to the customers’ reduction of cost when accessing banking services. Secondly, agent banking has greatly influenced the customer growth in Bank of Africa. It was also found that agency banking has directly contributed to better service delivery due to ease of access. On that basis it was recommended that Bank of Africa should fully adopt the agency banking model given its effect on the bottom line, clear policies and procedures, which are subject to regular (preferably bi-annual) review should be developed, Bank of Africa needs to go all in for agency banking which will attract customers to use its service hence expanding its savings base and loan portfolio, and the bank should consider partnership agreements with agents.
  • Thumbnail Image
    Item
    An evaluation of customer retention strategies at UAP old mutual insurance
    (Makerere University Business School, 2021-10-20) Bisikwa, Brenda, Koloto
    This dissertation focused on an evaluation of the customer retention strategies at UAP Old Mutual basing on the three main objectives that included; examining the customer retention strategies used at UAP Old Mutual Insurance, examining the challenges that UAP Old Mutual faces in retaining their customers and suggesting ways of improving customer retention at UAP Old Mutual Insurance. The study adopted a cross-sectional research design particularly evaluating the customer retention strategies at UAP Old Mutual Insurance taking an employee perspective. In addition to this, the study used both quantitative and qualitative design to arrive at the study conclusions. The population of the study included 400 employees of UAP Old Mutual Insurance (The Human Resource annual report 2019) and they will be chosen from the departments of Sales and Marketing, Business Development (includes top management-decision makers) and the Customer Care department. The study concludes that UAP Old Mutual has several Customer Retention Strategies in place and these included Improving Perceived Value of the Brand which they do through several public awareness, branding and advertising. The firm also continuously improves its services through offering quality services and products, application of standards and measuring their performance to ensure consistence in what they do. In addition, UAP Old Mutual ensures customer satisfaction, continuously gathers customer feedback and provides flexible ways to customers while using their products and services. Furthermore, the anticipated challenges that may hamper the retention of customers at UAP seem not to be very strong since respondents were not sure of these as challenges to the firm. This meant that UAP should continuously strengthen and increase its visibility to customers especially through increasing trust of the brand among customers, increase the usage of Information Communication Technology by customers, manage customer expectations and stand out among the competitors. The study also found out that for UAP Old Mutual to strengthen and increase its customer retention rates, the firm should build a strong reputation of trustworthiness among its customers, focus on establishing a customer care culture in the organization through recruiting customer centric employees, continuous training and of the employees and creation of standards and procedures that are customer oriented.
  • Thumbnail Image
    Item
    E-procurement, buyer-supplier collaboration and supply chain performance in food and beverage processing companies in Kampala
    (Makerere University Business School, 2021-08-03) Augustine, Sserunjogi
    Following evidence of poor supply chain performance in food and beverage processing companies in Kampala, this study was initiated to examine the relationship between e- procurement, buyer-supplier collaboration and supply chain performance in food and beverage processing companies in Kampala. The objectives included; to establish the relationship between e-procurement and supply chain performance, e-procurement and buyer-supplier collaboration, buyer supplier collaboration and supply chain performance and to explore the mediating role of buyer-supplier collaboration in the relationship between e-procurement and supply chain performance in food and beverage processing companies in Kampala. The study used a cross sectional research design following a quantitative approach. The units of analysis were food and beverage processing companies in Kampala. The units of inquiry were procurement personnel in the procurement/supply chain department from each of the different firms selected The population was 200 food and beverages processing companies in Kampala with a sample size of 132 firms determined basing on Krejcie and Morgan (1970) using simple random sampling to limit bias and ensure representativeness. The study revealed that there was a significant and positive relationship between e- procurement and supply chain performance, there was a significant and positive relationship between e-procurement and buyer supplier collaboration, there was a significant and positive relationship between buyer supplier collaboration and supply chain performance. The regression model indicates that e-procurement and buyer supplier collaboration together predict 55.4% of the variation. The regression model was also found to be well specified, meaning that the model fits the relationship. Of the two variables, buyer- supplier collaboration was the most significant predictor of supply chain performance compared with e-Procurement. Still, buyer-supplier collaboration was revealed to be a significant mediator of the relationship between e-procurement and supply chain performance. The study concludes that harmonizing e-procurement and buyer-supplier collaboration enhances supply chain performance. The research recommends that to improve supply chain performance there is a need for all decisions involving suppliers and buyers at a business to business level must be jointly made, food and beverage companies should bundle together small orders and deliver them as a batch, adequate sharing of non-confidential information between the buyers and sellers to ensure better supply chain performance.
  • Thumbnail Image
    Item
    Bricolage, Social Networking, Entrepreneurial Competence and Growth of Social Enterprises in Kampala District
    (Makerere University Business School, 2021-12-23) Karagwa, Dorothy
    The study was aimed at examining the relationship that exists between bricolage, social networking, entrepreneurial competence and growth of social enterprises. The study was guided by the following research objectives; to establish the relationship between bricolage and growth of social enterprises among Community Based Organizations (CBOs) in Kampala district, to establish the relationship between social networking and growth of social enterprises among Community Based Organizations (CBOs) in Kampala district and to establish the relationship between entrepreneurial competences and growth of social enterprises among Community Based Organizations (CBOs) in Kampala district. A sample of 234 was selected from 558 Community Based Organizations (CBOs) operating in Kampala district using the rotary procedure of simple random sampling. A sample of 222 CBOs responded giving a response rate of 95.68%. A cross sectional research design was adopted which involved descriptive, correlation and regression approaches. The findings indicated the following correlations: that there is a significant positive (r=.228** , p< .05) followed by bricolage (Beta = .108, P < .01) and lastly social networking has minimal contribution (Beta = .026, P < .05) The researcher therefore, recommends that; grants should be provided to strengthen the ability or capacity of social entrepreneurs engaging in innovation to help them run their social enterprises successfully, social enterprises should establish strategic partnerships with other organizations to gain access to new markets which could serve as potential distribution channels for their goods or services, they should also engage in training and capacity building to help their teams develop skills such as higher levels of proactive behavior in terms of strategic planning, opportunity seeking enabling growth of social enterprises.
  • Thumbnail Image
    Item
    Firm Leadership Style, Innovative Behaviour and Performance of SMES in Kampala District
    (Makerere University Business School, 2018-10) Namubiru, Haulah
    The purpose of the study was to investigate Firm leadership style, innovative behavior and performance of SMES in Kampala district. The study was guided by the following research objectives: To establish the relationship between the innovative behaviors and performance of SMES, to establish the relationship between firm leadership style behaviors and performance of SMEs and to find out the relationship between the firm leadership, innovative behavior and performance of SMES. A cross sectional and quantitative survey, was used in the selection of 217 SMES from Kampala. Data was collected using questionnaires. The data was analyzed using the Statistical Package for Social Scientists (SPSS 17). Results from the finding confirmed that innovative behavior has a significant and positive relationship with performance of SMES, firm leadership has a significant and positive relationship with performance of SMES and Leadership Style and Innovative Behavior accounts for 12.8% (R squared =.128) variance in the performance of SMEs in Kampala. The study therefore recommended that, it is crucial for the SMEs in Kampala District to practice good leadership in their businesses as this will help in motivating their staff to work well and also serve their clients when they are happy, SMEs in Kampala have to be flexible in their operations for example giving time off to staff to think about new better ways of improving their respective activities as this will bring in more innovations in the business and thus improve performance and SMEs also should take into consideration applying new ideas that come on board in their respective businesses as this will help them to be in line with the changing tastes and preferences for the clients.