Customer Care and Business Performance in the Service Industry; A Case Study of the National Insurance Corporation (Nic) Limited Kampala District, Uganda

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TABLE OF CONTENTS

DECLARATION

APPROVAL ii

DEDICATION iii

ACKNOWLEDGEMENT iv

LIST OF ACRONYMS v

OPERATIONAL DEFINITIONS vi

LIST OF TABLES vii

TABLE OF CONTENTS viii

ABSTRACT xi

CHAPTER ONE 1

INTRODUCTION 1

1.0 Introduction 1

1.1 Background of the study 1

1.2 Statement of the problem 2

1.3 Purpose of the study 3

1.4 Objectives 3

1.5 Research Questions 3

1.6 Scope of the study 4

1.7 Significance of the study 4

CHAPTER TWO 5

LITERATURE REVIEW 5

2.0 Introduction 5

2.1 Conceptual framework 5

2.2 Related Literature 7

2.21 Customer care 7

2.2.2 Business performance in Insurance 8

2.3 Customer care and business performance in NIC Insurance 10

viii

2.4 Impact of Customer Care Components on the business performance in NIC Limited 11

2.4.1 Communication and business performance 11

2.4.2 Customer Complaint Handling and business performance 14

2.4.3 Customer physical facilitation and business performance 18

2.4.4 Customer Reward and business performance 20

2.5 Contribution of Customer attitude on business performance in NIC Limited 22

2.6 Contribution of staff skills on customer care and business performance in NIC Limited 23

2.7 Conclusion 25

CHAPTER THREE 27

METHODOLOGY 27

3.0 Introduction 27

3,lResearch Design and Procedure 27

3.2Study Population 28

3.3 Sampling Design and Procedure 28

3.5 Data collection Methods and Instruments 29

3.6 Data Collection Procedure 30

3.7 Validity and reliability 30

3.8 Data Management and Analysis 30

CHAPTER FOUR 33

DATA PRESENTATION AND ANALYSIS 33

4.1 Introduction 33

Profile of respondents 33

CHAPTER FIVE 43

SUMMARY, DISCUSSION, CONCLUSIONS AND RECOMMENDATIONS 43

5.1 Introduction 43

5.2 Summary of the findings 43

5.3 Discussion of the findings 44

ABSTRACT This study assessed the impact of customer care on business performance in the service industry, using National Insurance Corporation (NIC) Limited, Kampala office as the case study. The study specifically sought to: examine the impact of components of customer care; ascertain the contribution of customer attitudes; and assess the contribution of staff skills on customer care and business performance in NIC Limited. The Study Literature revealed the impact of components of Customer Care on business performance and the contribution of staff attitudes and skills on customer care and business performance ofNIC Limited. Data was collected using both qualitative and quantitative methods. The study used probability sampling and most specifically stratified sampling method. Data was got from both primary and secondary sources. Primary data was collected using questionnaires that were administered to a sample size of 90 staff of NIC Limited and 20 customers across Kampala. Interviews were also carried out by the researcher among a sample of top management officials, employees and customers of NIC Limited. Secondary data was gathered from; publications, internet, and unpublished documents. Data was analyzed and presented both in tables and graphical forms. The findings of the study revealed that, customer care had an impact on business performance in the service industry. It was also found out that components of customer care have an impact on the business performance of NIC Limited since good communication (88%), complaint handling (68%), physical facilitation (98%) and reward of customers (96%) profoundly contribute to the business performance of the service industry. The study also found out that other factors such as staff attitudes and personnel skills influence Customer Care and business performance in NIC Limited. However, complaint handling procedures were not well laid down for all to use easily and staff development by NIC in the areas of Insurance was wanting. It was recommended in the study that; NIC Limited should develop and clearly put in place procedures for complaint handling and ensure that they encourage professional development on matters of Insurance. Further work is also needed to better understand the processes through which customer care is inculcated and how the Businesses can successfully integrate these components into the Service Industry.

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APA

Frontiers, E. & SAUDAH, N (2022). Customer Care and Business Performance in the Service Industry; A Case Study of the National Insurance Corporation (Nic) Limited Kampala District, Uganda. Afribary. Retrieved from https://afribary.com/works/customer-care-and-business-performance-in-the-service-industry-a-case-study-of-the-national-insurance-corporation-nic-limited-kampala-district-uganda

MLA 8th

Frontiers, Edu, and NAKKAZI SAUDAH "Customer Care and Business Performance in the Service Industry; A Case Study of the National Insurance Corporation (Nic) Limited Kampala District, Uganda" Afribary. Afribary, 22 Aug. 2022, https://afribary.com/works/customer-care-and-business-performance-in-the-service-industry-a-case-study-of-the-national-insurance-corporation-nic-limited-kampala-district-uganda. Accessed 24 Sep. 2022.

MLA7

Frontiers, Edu, and NAKKAZI SAUDAH . "Customer Care and Business Performance in the Service Industry; A Case Study of the National Insurance Corporation (Nic) Limited Kampala District, Uganda". Afribary, Afribary, 22 Aug. 2022. Web. 24 Sep. 2022. < https://afribary.com/works/customer-care-and-business-performance-in-the-service-industry-a-case-study-of-the-national-insurance-corporation-nic-limited-kampala-district-uganda >.

Chicago

Frontiers, Edu and SAUDAH, NAKKAZI . "Customer Care and Business Performance in the Service Industry; A Case Study of the National Insurance Corporation (Nic) Limited Kampala District, Uganda" Afribary (2022). Accessed September 24, 2022. https://afribary.com/works/customer-care-and-business-performance-in-the-service-industry-a-case-study-of-the-national-insurance-corporation-nic-limited-kampala-district-uganda