Website System Quality, And Customer Satisfaction.

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dc.Contributer.SupervisorDr. Robert Kyeyune (Makerere University Business School) & Assoc. Prof. Joseph Kizito Bada (Makerere University Business School)
dc.contributor.authorJoseph, Luyirika
dc.date.accessioned2026-07-09T06:58:14Z
dc.date.available2026-07-09T06:58:14Z
dc.date.issued2022-06-22
dc.descriptionThis is a master's thesis.
dc.description.abstractThis study sought to examine the relationship between website system quality and customer satisfaction of online retail stores in Uganda. The study used quantitative research methods to collect, analyze and present the data. Additionally, survey questionnaires were used to collect data from a sample of 384 customers of online retail stores in Uganda. Out of this only 219 respondents successfully filled and retuned the questionnaires using both online and physical means generating a response rate of 57% of the total respondents. The data obtained from the field was tested for validity and reliability, analyzed using SPSS and results presented based on the study objectives. Data was analyzed using descriptive statistics, correlation and regression analysis methods. The empirical findings from the study revealed that there is a significant positive relationship between website system quality and customer satisfaction. In the findings, the study also revealed a significant predictive potential of both website system quality on customer satisfaction. The study therefore recommends the need for website developers to put more effort in developing website systems for online retail stores that are accessible, responsive, visible, with a good database performance and a smooth User interface interaction. These can help in ensuring that customers achieve higher levels of satisfaction on online retail stores in Uganda. The study recommends that organization leaders and managers should focus on risk governance, monitoring and control as attributes of managing risk to support improved project implementation.
dc.identifier.citationLuyirika, J. (2022). Website System Quality And Customer Satisfaction. (unpublished master's dissertation). Makerere University Business School, Kampala, Uganda.
dc.identifier.urihttp://hdl.handle.net/20.500.12282/5738
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.titleWebsite System Quality, And Customer Satisfaction.
dc.title.alternativeA Case of Online Retail Stores in Uganda.
dc.typeThesis
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