The Effect Of Service Delivery On Performance Of Banking Institutions. A Case Study Of Equity Bank, Market Street Branch, Kampala, Uganda.

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 can-ied 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 recommendations and conclusions were made from

the interpreted, analysed and presented information. It was recommended that the

management of banking institutions should make sure that they explain to their

customers the various services they offer and how they operate. The management

should also develop a service delivery alert system to its customers whereby

customers are automatically alerted on the new services in the delivery system so that

the customers don't necessarily move to the bank so as to acquire the system

operations. It was also recommended that banks should develop an online account

opening service whereby intending customers meets the requirement on the given

institutions website thus making people not necessarily move to the bank premises to open accounts. This would also help in decongesting the banks.