Credit Policy And Customer Satisfaction In Financial Institution A Case Study Of Cairo Bank, Kampala- Uganda Institutions

ABSTRACT

This study established credit policy and customer satisfaction m Cairo bank Uganda ltd in Kampala. The study was based on the following objectives and these are, to establish the profile of the respondents in financial institutions, to establish the key elements of credit policy for Cairo bank and to examine the relationship between credit policy and customer satisfaction. The study employed descriptive cotrelation design; data was collected using researcher devised questionnaires and interview. In regard to gender, the findings revealed that the majority of the respondents 60% were male, in regard to depmiment category, majority 40% were from the marketing depmiment, in regard to education level, majority 40% were bachelor's degree holders, and in regard to work experience, majority 45% had worked with in Cairo bank for 3-6years. In regm·d to credit policy 65% were encountered to the service, in regard to cusiomer satisfaction, the study established that the maj;rity85% customers are satisfied with the service provided and was interpreted satisfactorily, 64% showed increase in sales, 70% increase in profits. The results also suggested that there is relationship between credit policy and customer satisfaction of 79.8%. The study concluded that the main goal of the research was establish the impact of credit policy and customer satisfaction financial institution in Cairo bank branch of Kampala district .it is recommended to Cairo bank to clarify company's goals before implementing credit policy program through considering compm1y's needs, cmry out customer orientation, competitive concentration and technological turbulence.