TABLE OF CONTENTS
TABLE OF CONTENTS ................................................................................................. 1
CHAPTER ONE ............................................................................................................... 3
INTRODUCTION TO THE STUDY ............................................................................. 3
1.1 Introduction ................................................... : ................................................. 3
1.1.2 History and Operations of Stanbic Bank ........................................................... 4
1.2 Statement of the Problem ................................................................................ 5
1.3 Objectives of the Study ................................................................................... 6
1. 4 Research Questions ............................................................................................ 6
1.. 5 Significance of the Study ................................................................................ 6
Conceptual Framework ............................................................................................... 7
CHAPTER TWQ ............................................•................................................................ 8
LITERATURE REVIEW ............................................................................................... 8
2.1 Bank Perceived Corporate Image ................................................................... 8
2.2 Service Image and Customer Loyalty ....................................................... 12·
2.2.1 Customer complaints handling ...................................................................... 13
2.3 Importance of Customer Loyalty ............................................................... 14
CHAPTER THREE ........................................................................................................ 16
.METHODOLOGY ....................................................................................................... 16
3.1 Research Design ............................................................................................ 16
3.2 Scope of Study ...................................................... , ....................................... 16
3.3 Study Population: ............................................................................ .' ............. 16
3.4 Sample Size Determination ....................................................................... 17
3.5 Data Collection Methods ............................................................................ 17
3.6 Quality Control. ........................................................................................... 17
CHAPTER FOUR ........................................................................................................... 19
PRESENTATION AND DISCUSSION OF f:INDINGS ............................................. 19
4.0 Introduction ................................................................................................... 19
4.2 Effect of Queuing on Bank Service image of Stanbic Bank ......................... 24
4.3 Effects of Bank Service Image on Customer Retention and Loyalty in
Stanbic Bank ............................................................................................................ 27
4.3.1 Influence of reliability dimension service elements on customer loyalty ........ 31
4.4 Remedies Aimed at Reducing Long Queues to increase Customer Retention in
Stanbic Bank ............................................................................................................. 33
4.4.1 Reasons that induce customers to switch accounts to other banks .................. 37
CHAPTER FIVE ............................................................... ; ............................................ 38
CONCLUSION AND RECOMMENDATIONS ......................................................... 38
5.0 Introduction ................................................................................................... 38
5.1 Conclusions ................................................................................................... 3 8
5.2 Recommendations ......................................................................................... 39
5.3 Directions for future researchers ................................................................... 42
APPENDIX: A QUESTIONAIRE .............................................................................. i
REMMIE, M (2021). The Effect Of Queuing On The Service Image Of Stanbic Bal\Tk Uganda: (A Case Study Of Makerere University Branch). Afribary. Retrieved from https://afribary.com/works/the-effect-of-queuing-on-the-service-image-of-stanbic-bal-tk-uganda-a-case-study-of-makerere-university-branch
REMMIE, MULUMBA "The Effect Of Queuing On The Service Image Of Stanbic Bal\Tk Uganda: (A Case Study Of Makerere University Branch)" Afribary. Afribary, 04 Jun. 2021, https://afribary.com/works/the-effect-of-queuing-on-the-service-image-of-stanbic-bal-tk-uganda-a-case-study-of-makerere-university-branch. Accessed 13 Oct. 2024.
REMMIE, MULUMBA . "The Effect Of Queuing On The Service Image Of Stanbic Bal\Tk Uganda: (A Case Study Of Makerere University Branch)". Afribary, Afribary, 04 Jun. 2021. Web. 13 Oct. 2024. < https://afribary.com/works/the-effect-of-queuing-on-the-service-image-of-stanbic-bal-tk-uganda-a-case-study-of-makerere-university-branch >.
REMMIE, MULUMBA . "The Effect Of Queuing On The Service Image Of Stanbic Bal\Tk Uganda: (A Case Study Of Makerere University Branch)" Afribary (2021). Accessed October 13, 2024. https://afribary.com/works/the-effect-of-queuing-on-the-service-image-of-stanbic-bal-tk-uganda-a-case-study-of-makerere-university-branch