Employees Perspective On Customer Retention In Financial Service Retailers (Fsrs, Case Study: Post Bank Uganda Ltd

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