Service Quality, Employee Capability and Customer Satisfaction:

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dc.contributor.authorMukembo, Mulungana George
dc.date.accessioned2026-07-18T09:57:05Z
dc.date.available2026-07-18T09:57:05Z
dc.date.issued2024-10-15
dc.descriptionThis is a master's thesis.
dc.description.abstractThe study on service quality, employee capability and customer satisfaction adopted a correlational research design since it helps establish a relationship between two related variables. The study distributed 345 questionnaires, but only 296 were returned, meaning the study had an 85 percent response rate from the targeted respondents. It was consequently outstanding and acceptable for this study's response rate to be 85 percent. The study was guided by four research objectives: to examine the relationship between service quality and customer satisfaction; to assess the relationship between service quality and employee capabilities to establish the relationship between employee capability and customer satisfaction; and to establish the mediation effect of employee capability in the relationship between service quality and customer satisfaction. The study concludes that ADH's facilities are indeed virtually appealing and that the company’s employees have a neat and professional appearance; there is a correlation between service quality and customer satisfaction at ADH Group Uganda; the regression analysis reveals that employee capability has a direct mediation effect on service quality and customer satisfaction since it was found that employee capability has a positive and significant relationship among others. The study suggests that for ADH Group Uganda Limited to maintain its competitiveness in the market, it is imperative for the company to focus on establishing assurance, thereby attracting customers and fostering brand loyalty to enhance overall customer satisfaction.
dc.description.sponsorshipDr. Musigire Samuel (PhD) (Makerere University Business School) & Assoc. Prof. Omagor Charles, PhD (Makerere University Business School)
dc.identifier.citationMukembo, M. G. (2024). Service Quality, Employee Capability and Customer Satisfaction: A Case of ADH Group Uganda Limited. (Unpublished master’s dissertation). Makerere University Business School, Kampala, Uganda.
dc.identifier.urihttp://hdl.handle.net/20.500.12282/6016
dc.language.isoen
dc.rightsAttribution-NonCommercial-NoDerivs 3.0 United Statesen
dc.rights.urihttp://creativecommons.org/licenses/by-nc-nd/3.0/us/
dc.titleService Quality, Employee Capability and Customer Satisfaction:
dc.title.alternativeA Case of ADH Group Uganda Limited.
dc.typeThesis
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