The Effect of Service Delivery On Performance of Banking Institutions. A Case Study of Equity Bank, Market Street Branch, Kamp Ala, Uganda.

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CHAPTER ONE

INTRODUCTION

1.0 Background of the study ................................................................... 1

1.1 Statement of the problem .................................................................. 2

1.2 The purpose of the study ................................................................... 2

1.3 Specific objectives of the study .......................................................... .3

1.4 Research questions ......................................................................... 3

1.5 Significance of the study .................................................................. 3

1.6 The scope of the study ..................................................................... 4

1. 7 Conceptual framework ..................................................................... 5

CHAPTER TWO

LITERATURE REVlE1,V

2.0 Introduction .................................................................................. 6

2.1 Definition of concepts......................................... . ........................... 6

2.2 Relationship between service delivery and performance ........................... 6

2.3 Effect of service delivery on performance .............................................. 7

2.4 Forms of services offered by banking institutions .................................... 7

2.5 Research limitations ...................................................................... .12

CHAPTER THREE

METHODOLOGY

3.0 Introduction ................................................................................ 12

3.1 Research design ............................................................................ 12

3.2 The study population .................................................................... .12

3.3 Sample framework ...................................................................... 12

3.3.lSample size ................................................................................ 12

3 .3 .2Sample techniques ....................................................................... 12

3.4 Research instruments ................................................................... 13

3 .4 .1 Questionnairre ........................................................................... .13

3.4.2Interviews ................................................................................. .13

3.4.3Observation ................................................................................ 13

3.5 Data analysis ................................................................................ 13

CHAPTER FOUR

PRESENTATION OF FINDINGS, INTERPRETATION AND ANALYSIS

4.0 Introduction ................................................................................ 14

4.1 Relationship between service delivery and performance of Equity Bank ......... 14

4.2 Effect of service delivery on performance of Equity Bank .......................... 16

4.3 Services delivered by Equity Bank ...................................................... 17

CHAPTER FIVE

SUMMARY OF FINDINGS, CONCLUSIONS AND RECOMMENDATIONS

5.0 Introduction ................................................................................. 26

5.1 Summary ..................................................................................... 26

5.2 Conclusion ................................................................................... 27

5.3 Recommendations .......................................................................... 28

5.4 Areas for further studies .................................................................. .29

ABSTRACT The research topic was chosen due to the fact that there has been an intense global competition in the service sectors and more so in the finance and banking sectors whereby some of the institutions in the industry do not believe that the various services they provide and the way they provide them and the way in which these services are finally delivered can affect their performance either positively or negatively. The research topic was therefore to establish the effect of service delivery on performance of banking institutions. Specific objectives of the study were to; determine the relationship between service delivery and performance of banking institutions, establish the effect of service delivery on performance of banking institutions and identify the various services delivered by the banking institutions. The research was particularly carried out at Equity Bank, Market Street Branch. Kampala, Uganda. The data was collected using both quantitative and qualitative methods. Research design included; study population, sample size technique while the research instruments used were; Questionnaires and interviews together with other instruments such as observations. The data obtained was interpreted, analysed and presented in tabular forms showing the percentage and frequencies and also illustrated in diagrams on the basis of the analysed information. These provided a clear meaning and therefore easy understanding of the data presented. Finally, summaries were drawn and conclusions were made from the interpreted, analysed and presented information.

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The Effect of Service Delivery On Performance of Banking Institutions. A Case Study of Equity Bank, Market Street Branch, Kamp Ala, Uganda.

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