Customer Care and Organizational Performance in Selected Tour and Travel Companies in Kampala — Uganda.

ABSTRACT

The study assessed the effect of customer care on organizational performance in selected tour and travel companies in Kampala - Uganda on four specific objectives namely: (1) To determine the profile of the respondents in terms of age, gender, marital status, level of Education and working experience (2) To determine the level of customer care in selected tour and travel companies in Kampala-Uganda, (3) To determine the level of organizational performance in selected tour and travel companies in Kampala-Ugancja.(4) To determine whether there is a significant relationship between customer care and organizational performance. The research employed a descriptive correlation design, used a SAQ to collect data from 146 respondents, sample size determined using Sloven’s formula. The data was analyzed using frequencies, means and PLCC .The findings revealed that there is a relative gender balance between male and female respondents who were in the age bracket of between 26-30 years, and were single, had at least a degree and had experience of 1-2 years. The level of customer care was found to be very low and the level of organizational performance was also found to be low, there was a significant relationship between customer care and organizational performance. The researcher recommended that: There is need to provide precise information to the clients. Websites need to be well communicated to the clients. More efforts in terms of both finance and human resource is needed to support the activities because the hospitality industry is ‘a people business’. The pricing should be revised and tailored to the services provided. In other words the clients need not to be overcharged. In case the client is not served and had paid, there is need for clear procedures to meet the refund process. There is need to provide customized services to the clients and immediate responses to the requests and problems of the clients since communication is a key element in all organizations. The Balanced scorecard system which guided the study was proved or found true.