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 serv1ces 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 instmments 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.