The Effects Of Service Delivery On Perforl\Iance Of Banking Institutions: A Case Study Of Equity Bank, Kabalagala Branch, Kampala Uganda

ABSTRACT

The study focused on the effect of service delivery on performance of banking institutions. The

study was guided by the following objectives;

e To determine the relationship between service delivery and performance of equity bank

• To establish the effect of service delivery on performance of equity bank

e To identifY the different services delivered by equity bank to its customers

The methodology used was questionnaire and a bit of interviewing. The respondents selected

from among the population of Equity bank, Kabalagala answered questions in relation to the

sh1dy objectives as presented to them by the researcher.

The research derived findings from the questionnaires .The key findings of this study was that

service delivery has a ~orreat influence and effect on the outcome of the overall performance of the

banking sector. The performance of the banking sector is measured by how efficient the service

delivery process is. The drivers of efficient service delivery were established to be service promotion, quality service and customer satisfuction leading to a positive performance.

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APA

MUTHONI, M (2021). The Effects Of Service Delivery On Perforl\Iance Of Banking Institutions: A Case Study Of Equity Bank, Kabalagala Branch, Kampala Uganda. Afribary. Retrieved from https://afribary.com/works/the-effects-of-service-delivery-on-perforl-iance-of-banking-institutions-a-case-study-of-equity-bank-kabalagala-branch-kampala-uganda

MLA 8th

MUTHONI, MWANGI "The Effects Of Service Delivery On Perforl\Iance Of Banking Institutions: A Case Study Of Equity Bank, Kabalagala Branch, Kampala Uganda" Afribary. Afribary, 03 Jun. 2021, https://afribary.com/works/the-effects-of-service-delivery-on-perforl-iance-of-banking-institutions-a-case-study-of-equity-bank-kabalagala-branch-kampala-uganda. Accessed 17 Jun. 2024.

MLA7

MUTHONI, MWANGI . "The Effects Of Service Delivery On Perforl\Iance Of Banking Institutions: A Case Study Of Equity Bank, Kabalagala Branch, Kampala Uganda". Afribary, Afribary, 03 Jun. 2021. Web. 17 Jun. 2024. < https://afribary.com/works/the-effects-of-service-delivery-on-perforl-iance-of-banking-institutions-a-case-study-of-equity-bank-kabalagala-branch-kampala-uganda >.

Chicago

MUTHONI, MWANGI . "The Effects Of Service Delivery On Perforl\Iance Of Banking Institutions: A Case Study Of Equity Bank, Kabalagala Branch, Kampala Uganda" Afribary (2021). Accessed June 17, 2024. https://afribary.com/works/the-effects-of-service-delivery-on-perforl-iance-of-banking-institutions-a-case-study-of-equity-bank-kabalagala-branch-kampala-uganda