Service Quality, Competitive Advantage and Performance of Selected Banks in Kampala District.
No Thumbnail Available
Date
2021-11-29
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
Makerere University Business School
Abstract
The study aimed at examining the relationship between service quality, competitive advantage and performance of selected banks in Kampala, Uganda. The study involved 55 bank employees and 376 customers of Tropical bank and GTB bank customers in Kampala. As such, a cross sectional survey design was adopted. Correlation, regression and mediation analysis were performed to explain the relationships between the variables of the study, the extent to which the independent variables were associated with the dependent variable and the mediating effect of competitive advantage. The empirical findings from the study revealed that there is a positive significant relationship between service quality, competitive advantage and performance of selected banks in Kampala. The study also revealed that competitive advantage partially mediates the relationship between service quality and performance of selected banks in Kampala. Overall, service quality was found to be the most influential factor in explaining the performance of banks in comparison to competitive advantage. It is therefore recommended that financial institutions need to improve on the quality of services delivery through investing in systems that monitor uptime, adopting a checker system to identify and quickly correct erroneous activities in their services, offering services within the committed service pledges, and serving with empathy especially when resolving customer complaints in order to enhance customer experience, attain competitive advantage and ultimately drive revenue growth and improve their performance.
Description
This is a master's thesis.
Keywords
Citation
Kebirungi, J. N. (2021). Service Quality, Competitive Advantage and Performance of Selected Banks in Kampala District. (Unpublished master’s dissertation). Makerere University Business School, Kampala, Uganda.