Service Quality Management: A Case of MTN Kawempe Service Center.

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dc.contributor.authorSsemamuli Isaiah
dc.date.accessioned2026-07-08T10:42:38Z
dc.date.available2026-07-08T10:42:38Z
dc.date.issued2021-03-02
dc.descriptionThis is a master’s thesis submitted to the Faculty of Graduate Studies and Research of Makerere University Business School in Partial Fulfilment of the Requirements for the Award of a Master's Degree in Business Administration of Makerere University, Kampala, Uganda.
dc.description.abstractThe purpose of the study was to examine service quality management at MTN Kawempe service center. The objectives of the study were to identify dimensions of service quality applicable to customers at MTN Kawempe Service Center, to examine the challenges encountered in service quality management by MTN Kawempe Service Center and to suggest strategies that can be used by MTN Kawempe Service Center to improve service quality management. The study used cross sectional and descriptive research designs, which was entirely a quantitative approach. The total sample size was 390 participants however, 326 participated in the study. The study used primary data. Data analysis consisted of central tendency statistics (average scores also referred as means) and dispersion statistics (standard deviations). This study established poor service reliability and service responsiveness at MTN Kawempe service center. On the other hand, the study established better service assurance, empathy towards customers and tangibles at MTN Kawempe service center. MTN Kawempe service center encountered resource availability challenges, market related challenges and management related challenges. MTN Kawempe service center poorly utilized management related strategies. However, MTN Kawempe service center well utilized customer-centric strategies, proactive strategies, processing routing strategies and social responsiveness strategies. It is recommended that MTN Kawempe service center should improve its service quality applicable to customers especially in the dimensions of service reliability, service responsiveness and empathy towards customers. In addition, MTN Kawempe service center should overcome the challenges encountered in its service quality management. Lastly, MTN Kawempe service center should improve its utilization of various strategies to better service quality management.
dc.description.sponsorshipAssociate Prof. Byarugaba Jotham (PhD), (Makerere University Business School) & Mr. Sebunya Abubakali, (Makerere University Business School)
dc.identifier.citationSsemamuli, I. (2021). Service Quality Management: A Case of MTN Kawempe Service Center. (unpublished master's dissertation). Makerere University Business School, Kampala, Uganda.
dc.identifier.urihttp://hdl.handle.net/20.500.12282/5715
dc.language.isoen
dc.publisherMakerere University Business School
dc.rightsAttribution-NonCommercial-NoDerivs 3.0 United Statesen
dc.rights.urihttp://creativecommons.org/licenses/by-nc-nd/3.0/us/
dc.titleService Quality Management: A Case of MTN Kawempe Service Center.
dc.typeThesis
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