An Assessment of Customer Management Practices in Postbank Main Branch Uganda.
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Date
2025-12-11
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Makerere University Business School
Abstract
The study examined the customer management practices in Post Bank Uganda and their effect on customer satisfaction or attrition. The objectives of the study included assessing the customer management practices in Post Bank Uganda, identifying the challenges faced by Post Bank Uganda during the implementation of customer management practices, and suggesting solutions to the challenges faced during the implementation of customer management practices. The population of 300 customers and employees and the sample size of 169 respondents, as determined by Krejicie and Morgan (1970), were studied. The study used a cross-sectional research design, and the questionnaire was tested for validity and reliability. Descriptive statistics, mainly mean and standard deviation, were used to answer the research objectives. The results indicated that overall, customers express a moderate level of satisfaction with Post Bank Uganda's customer management practices, with a mean score of 3.34. However, there are areas identified for potential improvement, such as communication effectiveness (mean score of 3.31) and the usability of the bank's website and mobile app (mean score of 2.74). The challenges included inconsistencies in service quality across different branches, with a mean score of 3.39, underscoring the importance of standardizing service levels to maintain customer trust and satisfaction. Additionally, high staff turnover, lack of a unified customer data management system, insufficient staff training on customer service, and limited technology infrastructure all present challenges, with mean scores ranging between 3.16 and 3.13. The suggested solutions included conducting market research to understand the changing customer preferences, which is seen as valuable, with a mean score of 3.39. This indicates recognition of the importance of staying attuned to evolving customer needs and preferences to inform strategic decision-making and tailor service offerings accordingly. Improving coordination and communication between different branches is recognized as a potential solution, albeit with a lower mean score of 2.96. This suggests acknowledgment of the importance of fostering collaboration and alignment between branches to ensure consistent service delivery and customer experiences across all locations. There should be allocation of sufficient resources to customer management initiatives is crucial for the bank's success. This may involve increasing budgetary allocations, reallocating existing resources, or exploring partnerships to enhance capabilities in areas such as staff training, technology infrastructure, and customer service delivery.
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This is a master's thesis.
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Citation
Arinaitwe, J. M. (2025) An Assessment of Customer Management Practices in Postbank Main Branch Uganda. Makerere University Business School.