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.
ODUOR, V (2021). The Effect Of Service Delivery On Performance Of Banking Institutions. A Case Study Of Equity Bank, Market Street Branch, Kampala, Uganda.. Afribary. Retrieved from https://afribary.com/works/the-effect-of-service-delivery-on-performance-of-banking-institutions-a-case-study-of-equity-bank-market-street-branch-kampala-uganda
ODUOR, VERONICA "The Effect Of Service Delivery On Performance Of Banking Institutions. A Case Study Of Equity Bank, Market Street Branch, Kampala, Uganda." Afribary. Afribary, 04 Jun. 2021, https://afribary.com/works/the-effect-of-service-delivery-on-performance-of-banking-institutions-a-case-study-of-equity-bank-market-street-branch-kampala-uganda. Accessed 05 Oct. 2024.
ODUOR, VERONICA . "The Effect Of Service Delivery On Performance Of Banking Institutions. A Case Study Of Equity Bank, Market Street Branch, Kampala, Uganda.". Afribary, Afribary, 04 Jun. 2021. Web. 05 Oct. 2024. < https://afribary.com/works/the-effect-of-service-delivery-on-performance-of-banking-institutions-a-case-study-of-equity-bank-market-street-branch-kampala-uganda >.
ODUOR, VERONICA . "The Effect Of Service Delivery On Performance Of Banking Institutions. A Case Study Of Equity Bank, Market Street Branch, Kampala, Uganda." Afribary (2021). Accessed October 05, 2024. https://afribary.com/works/the-effect-of-service-delivery-on-performance-of-banking-institutions-a-case-study-of-equity-bank-market-street-branch-kampala-uganda