An Assessment of the Effectiveness of the Customer Complaint Management System at East African Packaging Solutions Limited, Jinja Uganda.
| dc.contributor.author | Nairuku, Aisha | |
| dc.date.accessioned | 2024-07-19T10:15:56Z | |
| dc.date.available | 2024-07-19T10:15:56Z | |
| dc.date.issued | 2023 | |
| dc.description | A Dissertation Submitted to Makerere University Business School (Faculty of Graduate Studies and Research) in Partial Fulfilment of the Requirements for the Award of Degree of Master of Business Administration of Makerere University. (PLAN B). | |
| dc.description.abstract | This study was about an assessment of the effectiveness of the customer complaint management system at east African packaging solutions limited, jinja Uganda. The study was guided by three research objectives which included; examining the effectiveness of the customer complaint management system in EAPSL; identifying the customer complaints at EAPSL and identifying the challenges associated with the customer complaint management system in EAPSL. The study used a cross-sectional research design and employing the use of quantitative approach. A simple random was carried. The findings revealed that EAPSL has an effective customer complaint management system, it was also found out that EAPSL has customer complaint management system mailed with a lot of challenges and the most outstanding complaint registered by many respondents was that the company was unwilling to present explanations to the problems. The study recommended that customer care team should however be well staffed and competent in order to effectively and quickly handle issues of clients, the customer complaint system should allow online responses with clients this creates flexibility in communication between a client and a consumer there by creating effectiveness in service delivery. The company should repair and frequently service the system, the company should take responsibility and always respond accordingly if there is service failure, the company should put in place policies and procedures to handle complaints, always carry out frequent client visits as a way of due diligence, frequently acknowledging the complainant's distress, always recording complaints from clients, and frequently presenting explanations to the problems of clients. | |
| dc.identifier.citation | Aisha, N (2023) An Assessment of the Effectiveness of the Customer Complaint Management System at East African Packaging Solutions Limited, Jinja Uganda. Unpublished Masters Dissertation Makerere University Business School. Kampala, Uganda. | |
| dc.identifier.uri | http://hdl.handle.net/20.500.12282/4948 | |
| dc.language.iso | en | |
| dc.title | An Assessment of the Effectiveness of the Customer Complaint Management System at East African Packaging Solutions Limited, Jinja Uganda. | |
| dc.type | Thesis |