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.
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
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 25 Apr. 2024.
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. 25 Apr. 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 >.
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 April 25, 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