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dc.contributor.authorNakamatte, Olivie
dc.date.accessioned2019-11-05T12:35:37Z
dc.date.available2019-11-05T12:35:37Z
dc.date.issued2014-02
dc.identifier.citationNakamatte, Olivie (2014) Service Quality and Customer Satisfaction with Two Way Radio Communication Service in Uganda Communications Commission (UCC) Kampala Areaen_US
dc.identifier.urihttps://hdl.handle.net/20.500.12305/825
dc.description.abstractThe purpose of this study was to assess the relationship between service quality and customer satisfaction with two way radio communication service in UCC Kampala area. Specifically the study assessed the relationships between reliability, responsiveness, empathy and customer satisfaction with two way radio communication service in Kampala. The study used descriptive cross sectional design using quantitative and qualitative approaches on a study population of 297 two way radio users in Kampala. Data was collected using a questionnaire and interview guide and was analyzed using frequency, percentage, correlation and regression analyses. The study found out that reliability had a moderate positive and significant relationship with customer satisfaction of the two way radio (r = 0.467** and significance p = 0.000) and it was a significant predictor of the variance in customer satisfaction with two way radio. Responsiveness had a moderate positive and significant relationship with customer satisfaction (r = 0.432** and p = 0.000) and it was a significant predictor of the variance in customer satisfaction with two way radio. Empathy had a high positive and significant relationship with customer satisfaction (r = 0.549** and significance p = 0.000) and it was the highest significant predictor of the variance in customer satisfaction with two way radio communication service. The study concluded that UCC could still improve on its service reliability by focusing on enhanced accuracy, consistence, and dependability of the service and to enhance meeting of customer expectation and retention on the two way communication, UCC needs to continuously improve on the reliability of their service. It was also concluded that UCC could still improve on its service responsiveness by focusing on enhanced readiness, flexibility, willingness of the service and to enhance customer satisfaction with two way communication service, the management of UCC and its two way radio team needs to continuously improve on responsiveness of their service. The study concluded that to enhance customer satisfaction with the two way communication, the management of UCC and its two way radio team needs to continuously improve on empathy of the two way communication enhanced care and consideration of customers’ needs. To enhance the customer satisfaction with two way radio communication service, the study recommends that the management of UCC in liaison with two way radio communication team leadership should set and monitor service reliability, responsiveness and empathy performance targets through benchmarking with best performing countries and related private sector entities.en_US
dc.language.isoenen_US
dc.publisherUganda Management Instituteen_US
dc.subjectService Qualityen_US
dc.subjectCustomer Satisfactionen_US
dc.subjectTwo Way Radio Communication Serviceen_US
dc.subjectUganda Communications Commission (UCC)en_US
dc.subjectKampala,Ugandaen_US
dc.titleService Quality and Customer Satisfaction with Two Way Radio Communication Service in Uganda Communications Commission (UCC) Kampala Areaen_US
dc.typeThesisen_US


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