TABLE OF CONTENT
Declaration.------------------------ii
Approval --iii
Dedicatio 1v
Acknowledgement--------------------v-v1
List of figures -----vu
List of abbreviation -------------- -----------------
CHAPTER ONE
INTRODUCTION
-----vm
1.0 Background of the study------------------1
1.1 Statement of the problem 2
1.2 Purpose of the study 3
1.3 Specific objectives 3
1.4 Research questions--------------------~
1.5 Scope of the study----------------------4
1.6 Significance of the study·----------------------4
1.7 Conceptual framework--------------------5
CHAPTER TWO
LITERATURE REVIEW
2.0 Introduction-----------------------11
2.1 Management concern/ involvement---------------{)
2.1.1 Definition ofmanagement----------------7
2.1.2 Management and customer retention 7-9
2.2 Employee and customer retention 10-14
2.3 Customer retention 14-15
CHAPTER THREE
METHODOLOGY
3.0 Introduction-----------------------16
3 .1 Research design 16
3 .2 Population of the study 16
3 .3 Sampling design 16
3 .4 Study area 16
3.5 Sample size ---16-17
3.6 Research procedure ------17
3.7 Research instruments 17
3.7.1 Questionnaire 17
3 .8 Data analysis 17
3 .9 Research limitatio 18
CHAPTER FOUR
DATA ANALYSIS AND INTERPRETATION
4.0 Introduction,-------------------------19
4.1 Methods of data analysis--------------------19
4.2 Demographic information 19-20
4.2.1 Gender of the Respondents 20
4.2.2 Level ofEducatio 20
4.2.3 Length of Service at the Bank 21-22
4.3 Responses on Bank Staffs and Customer Retention--- 22-23
4.4 Bank Management and Customer Retentio 23-24
4.5 Banks Information Systems and Customer Retention 24-25
4.6 Selection and Customer Retention -------25-26
4. 7 Banks Structures and Customer Retention-------------27
CHAPTER FIVE
RESEARCH FINDINGS: ANALYSIS AND DISCUSSIONS
5.0 Introduction------------------------28
5.1 Summary of the study 28
5.2 Findings- -28-31
5.3 Conclusions 32
5.4 Implications/suggestions 32
JULIUS, I (2021). Employees Perspective On Customer Retention In Financial Service Retailers (Fsrs, Case Study: Post Bank Uganda Ltd. Afribary. Retrieved from https://tracking.afribary.com/works/employees-perspective-on-customer-retention-in-financial-service-retailers-fsrs-case-study-post-bank-uganda-ltd
JULIUS, IRUNGU "Employees Perspective On Customer Retention In Financial Service Retailers (Fsrs, Case Study: Post Bank Uganda Ltd" Afribary. Afribary, 10 Jun. 2021, https://tracking.afribary.com/works/employees-perspective-on-customer-retention-in-financial-service-retailers-fsrs-case-study-post-bank-uganda-ltd. Accessed 24 Nov. 2024.
JULIUS, IRUNGU . "Employees Perspective On Customer Retention In Financial Service Retailers (Fsrs, Case Study: Post Bank Uganda Ltd". Afribary, Afribary, 10 Jun. 2021. Web. 24 Nov. 2024. < https://tracking.afribary.com/works/employees-perspective-on-customer-retention-in-financial-service-retailers-fsrs-case-study-post-bank-uganda-ltd >.
JULIUS, IRUNGU . "Employees Perspective On Customer Retention In Financial Service Retailers (Fsrs, Case Study: Post Bank Uganda Ltd" Afribary (2021). Accessed November 24, 2024. https://tracking.afribary.com/works/employees-perspective-on-customer-retention-in-financial-service-retailers-fsrs-case-study-post-bank-uganda-ltd