Customer Relationship Management and Customer Satisfaction in MTN Uganda.

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dc.contributor.authorAtuhaire Mark
dc.date.accessioned2026-07-08T08:16:17Z
dc.date.available2026-07-08T08:16:17Z
dc.date.issued2023-11-23
dc.descriptionThis is a master's thesis.
dc.description.abstractThis study aimed to investigate the relationship between service quality, complaint management, and customer satisfaction in the telecom industry in Uganda. A quantitative research approach was used, and data was collected from a sample of 180 MTN Uganda customers using a structured questionnaire. The study found a significant positive relationship between service quality and customer satisfaction (B = 0.995, P = 0.000) indicating that an improvement in service quality leads to increased customer satisfaction. Similarly, effective complaint management was found to have a strong positive relations hip with customer satisfaction (B = 0.748, p = 0.000). The study also revealed a significant combination of customer complaint management and service quality on customer satisfaction (Beta=0.556, p=0.000). Based on the study's findings, several recommendations are suggested. Policy makers in Uganda should establish a regulatory framework that prioritizes service quality and complaint management in the telecom industry, including setting minimum standards for complaint management to ensure customer satisfaction. MTN Uganda should invest in regular training for employees on effective complaint management techniques and implement regular customer feedback mechanisms to identify areas for improvement. Future research should investigate the relationship between service quality, complaint management, and customer satisfaction in other industries and countries, as well as explore the potential of technology-based complaint management systems to improve customer satisfaction.
dc.description.sponsorshipDr. Samuel Musigire (Makerere University Business School) & Mr. Musa Kiggwe (Makerere University Business School)
dc.identifier.citationAtuhaire, M. (2023) Customer Relationship Management and Customer Satisfaction in Mtn Uganda. (unpublished master's dissertation). Makerere University Business School, Kampala, Uganda.
dc.identifier.urihttp://hdl.handle.net/20.500.12282/5691
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.titleCustomer Relationship Management and Customer Satisfaction in MTN Uganda.
dc.typeThesis
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