The study examined the relationship between customer service and performance of Uganda
Telecom Limited in Kampala. The study intended to fulfill the following objectives; to determine
how efficient UTL customer care center is in handling customers. To determine the main
problems and frequent complaints UTL customers are experiencing and finally to determine the
after sales services that the UTL company offers to its customers.
The study revealed the following major findings, as regards to customer satisfaction levels with
customer care centers; most of customers are dissatisfied with the manner in which the customer
care personnel handle them. Most of them complained the customer care centers are unable to
communicate to customers properly, receive and respond to complaints quickly. In terms of
problem and complaints solving customers complained about speed of solving clients' problems,
failure to understand customer complaints and rude staff who treat clients unethically. Some
customers complained that after sales services were inefficient and that very few customers
experienced these services in the correct way.
The research concluded that majority of customer were satisfied with employee's show of
professionalism in handling of the customers with a mean of, on average customers are satisfied
with calling and internet services. However, most of the customers are dissatisfied with the
service provided by the mobile voice and fixed voice due to the inconveniences of network at
particular periods making the queuing system ineffective due to the time taken by a customer in
the system. The satisfaction levels of respondents on products and services and satisfaction levels
on sales representatives show that customers are neither satisfied nor dissatisfied.
The research recommended that management should review customer satisfaction levels so as to
improve the relationship with customers, the company should introduce a customer service desk
that can help the above 50 age bracket who are not well served with the company's services by
introducing pocket friendly tariffs, it also recommended M-sente mobile money transfer service
and local banks should collaborate to provide services that serves many customers in a wider
KIHOIDA, R (2021). Customer Service Delivery And Performance Of Uganda Telecom Limited A Case Study Of Kampala City. Afribary. Retrieved from https://afribary.com/works/customer-service-delivery-and-performance-of-uganda-telecom-limited-a-case-study-of-kampala-city
KIHOIDA, RUORO "Customer Service Delivery And Performance Of Uganda Telecom Limited A Case Study Of Kampala City" Afribary. Afribary, 11 Jun. 2021, https://afribary.com/works/customer-service-delivery-and-performance-of-uganda-telecom-limited-a-case-study-of-kampala-city. Accessed 04 Jul. 2022.
KIHOIDA, RUORO . "Customer Service Delivery And Performance Of Uganda Telecom Limited A Case Study Of Kampala City". Afribary, Afribary, 11 Jun. 2021. Web. 04 Jul. 2022. < https://afribary.com/works/customer-service-delivery-and-performance-of-uganda-telecom-limited-a-case-study-of-kampala-city >.
KIHOIDA, RUORO . "Customer Service Delivery And Performance Of Uganda Telecom Limited A Case Study Of Kampala City" Afribary (2021). Accessed July 04, 2022. https://afribary.com/works/customer-service-delivery-and-performance-of-uganda-telecom-limited-a-case-study-of-kampala-city