RESTRUCTURING AND CUSTOMER SATISFACTION IN TASO UGANDA LTD: A CASE OF TASO JINJA

Abstract

This study examined the effect of restructuring on customer satisfaction in TASO with particular reference to TASO Jinja Centre. This study’s objectives were to establish the effect of staffing levels on customer satisfaction, to find out the effect of task-shifting on customer satisfaction and to establish the effect of employee deployment on customer satisfaction. This study adopted a cross-sectional study design using both quantitative and qualitative approaches for data collection and analysis. The sample was 395 respondents but the study managed to get 316 respondents. First, the systematic random sampling method was used to select staff, followed by simple random sampling and purposive sampling. Analysis involved descriptive statistics (frequencies and percentages) and inferential statistics (correlation, coefficient of determination and regression). Findings revealed a significant positive strong effect of staffing levels on customer satisfaction, a significant positive strong effect of task-shifting on customer satisfaction and a significant weak positive effect of employee deployment on customer satisfaction. It was concluded that restructuring had a positive effect on customer satisfaction. It is recommended that TASO management should address staff shortage, shortcoming in task-shifting and improve employee deployment by recruiting more staff to improve customer satisfaction.