Service Delivery and Customer Satisfaction in Organisations A Case Study of S.O.U.L Foundation, Uganda In Jinja District

TABLE OF CONTENT

DECLARETION

APPROVAL H

DEDICATIONS

ACKNOWLEDGEMENT iv

ABSTRACT V

LIST OF TABLES ix

ABBREVIATIONS x

CHAPTER ONE 1

1.0 INTRODUCTION si

1.1BACKGROUND OF THE PROBLEM

2

1.2 PROBLEM STATEMENT 2

1.3 OBJECTIVES OF STUDY 3

1.4 THE SPECIFIC OBJECTIVE 3

1.5 RESEARCH QUESTIONS 4

1.6 SIGNIFICANCE OF THE STUDY 5

1.7 SCOPE OF THE STUDY 5

1.7.1 TIME SCOPE 5

1.7.2 GEOGRAPHICAL SCOPE 5

1.7.3 CONTEXTUAL SCOPE 5

1.7.4 THOERATICAL SCOPE 6

1,8 OPERATIONAL DEFINITIONS 6

1.8.1 Customer satisfaction 6

1 .8.2 Service delivery 6

1.8.4 Expectations 7

CHAPTER TWO 8

LITERATURE REVIEW 8

2.0 INTRODUCTION 8

vi

2.1 OPINIONS, IDEAS AND CONCEPTS ON SERVICE DELIVERY AND CUSTOMER

SATISFACTION 8

2.2 CONCEPTUAL FRAMEWORK 12

2.4 RELATED LITERATURE 14

2.4.1 Service delivery and customer satisfaction 14

2.4.2 Education service and customer satisfaction 16

2.4.2 Women empowerment and customer satisfaction 17

2.4.3 Food security and customer satisfaction 18

2.4.4 Maternal health and customer satisfaction 19

CHAPTER THREE 20

RESEARCH METHODOLOGY 20

3.0 INTRODUCTION 20

3.1 Research design 20

3.2 Population 20

3.3 Sample Size and Sampling Technique 20

3.4 Research Instruments 21

3.5 Validity of Research Instruments 21

3.6 Ethical consideration 21

3.7 Data analysis 21

CHAPTER FOUR 22

PRESENTATION, ANALYSIS AND INTERPRETATATION OF DATA 22

4.0 TNTRODUCATION 22

4.1 DEMOGRAPHICAL PROFILE 22

4.1.1: Respondents by gender 22

4.1.2 Respondents by age 23

4.1.3: Respondents according to highest level of education attained 23

4.1.4: Respondents according to duration in the organization 24

4.1.5: Respondents according to channel of knowing the organization 24

4.1.6: Respondents according to service being benefited from in the organization 25

4.2: HYPOTHESIS ONE: EDUCATION SERVICE AND CUSTOMER SATISFACTION 26

VII

4.3. HYPOTHESIS TWO: POULTRY KEEPING AND CUSTOMER SATISFACTION.~

4.4. HYPOTHESIS THREE: TAILORING AND CUSTOMER SATISFACTION 28

4.5. HYPOTHESIS FOUR: COMPUTER TRAINING AND CUSTOMER SATISFACTION. .29

4.6: HYPOTHESIS FIVE; FISH FARMING AND CUSTOMER SATISFACTION 30

4.7. HYPOTHESIS SIX: MATERNAL HEALTH AND CUSTOMER SATISFACTION 31

4.8: HYPOTHESIS EIGHT: FOOD SECURITY AND CUSTOMER SATISFACTION 32

CHAPTER FIVE 34

DISCUSION, CONCLUSION AND RECOMMANDATIONS 34

5.0 Introduction 34

5.1 Discussion of findings 34

5.2 CONCLUSION 36

5.3 RECOMMENDATION 36

Areas for further research 37

APPENDIX 1 41

QUESTIONNAIRE 41