• Login
    View Item 
    •   DSpace Home
    • School of Civil Service, Public Administration and Governance Studies
    • Department of Government Studies
    • Theses and Dissertations
    • View Item
    •   DSpace Home
    • School of Civil Service, Public Administration and Governance Studies
    • Department of Government Studies
    • Theses and Dissertations
    • View Item
    JavaScript is disabled for your browser. Some features of this site may not work without it.

    RELATIONSHIP BETWEEN SERVICE QUALITY AND CUSTOMER SATISFACTION: A CASE STUDY OF PASSENGER SERVICES AT ENTEBBE INTERNATIONAL AIRPORT- UGANDA

    Thumbnail
    View/Open
    A DISSERTATION SUBMITTED TO THE HIGHER DEGREES DEPARTMENT IN PARTIAL FULFILLMENT OF THE REQUIREMENTS FOR THE AWARD OF A MASTER’S DEGREE IN MANAGEMENT STUDIES (PUBLIC ADMINISTRATION AND MANAGEMENT) OF UGANDA MANAGEMENT INSTITUTE, KAMPALA (1.166Mb)
    Date
    2018-02
    Author
    KAMUNTU, NICHOLAS BAGORO
    Metadata
    Show full item record
    Abstract
    The purpose of this study was to examine the relationship between service quality and customer satisfaction; a case study of passenger services at Entebbe International Airport, Uganda. Considering that, Entebbe International Airport (EIA) as a service industry has put in place measures to ensure provision of better services to its customers by increasing service assurance, service reliability and service responsiveness which can translate into quality service, consequentially enhancing customer satisfaction; yet, the quality of service provision at EIA was still relatively poor and had manifested itself in terms of delay of flights, poor facility management, long queues, high pricing measures, customer complaints, limited trust on employees and poor positioning of services in clients’ minds. There was need to examine the influence of service responsiveness, service reliability, and service assurance on customer satisfaction at EIA. A cross sectional survey design was employed on a population of 100 people comprising: passengers, passenger handlers, quality managers, operations officers, information desk officers, and marketing manager, operations manager, General Manager. A sample of 80 was determined by Krejcie and Morgan Table and selected using simple random sampling and purposive sampling techniques. Surveys, interviews and documentary reviews were the data collection methods that were employed to collect data in self-administered questionnaires and interview guides. The data was analysed using SPSS for measures of central tendency, frequencies, correlations and regression values. Service quality was found to explain up to 78.6% of the variability in customer satisfaction, and data on service quality statistically significantly predicted customer satisfaction (F(3, 57) = 23.121, p < .05). The statistics analysis further revealed that, customer satisfaction was statistically significantly improved by 0.573, 0.524, and 0.285 as results of unit improvements in service responsiveness, service reliability, and service assurance respectively (p < 0.05). The study recommended quick response to customers’ requests, effective supervision of the delivery of quality services at EIA, and that, EIA should create an automated diagnostic system for identification of faults and prompt resolving of arising issues so as to minimize service down time at EIA.
    URI
    https://hdl.handle.net/20.500.12305/651
    Collections
    • Theses and Dissertations

    UMISpace copyright © 2018  UMI Library
    Contact Us | Send Feedback
    Property of: 
    @mire NV
     

     

    Browse

    All of DSpaceCommunities & CollectionsBy Issue DateAuthorsTitlesSubjectsThis CollectionBy Issue DateAuthorsTitlesSubjects

    My Account

    LoginRegister

    UMISpace copyright © 2018  UMI Library
    Contact Us | Send Feedback
    Property of: 
    @mire NV