The Effect Of Queuing On The Service Image Of Stanbic Bal\Tk Uganda: (A Case Study Of Makerere University Branch)

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