Customer Service and Organizational Performance: A Case of Stanbic Bank, Mbarara City Branch-Uganda

Abstract

The study sought to assess the effect of customer service on organizational performance with a case study of Stanbic Bank, Mbarara City branch-Uganda. It was guided by three specific objectives, they included 1) To examine the influence of reliability of the bank services on organizational performance at Stanbic Bank, Mbarara City branch 2) To ascertain the relationship between Empathy of the bank staff and organizational performance at Stanbic Bank, Mbarara City branch 3) To determine the contribution of responsiveness of the bank to organizational performance at Stanbic Bank, Mbarara City branch. This research employed a case study research design. Questionnaires and interview guide were used as the research instruments. Descriptive statistics were used in this study which included frequencies, means and regression analysis on variables. The findings revealed the following: The study found that there was a positive relationship between the reliability of bank services and organizational performance. This indicated that for every one-unit increase in the reliability of bank services, organizational performance was expected to increase by 5.32 units, The study findings revealed that there was a high statistically significance relationship between empathy of the bank staff organizational performance at p-value = 0.000 < 0.01. Which indicated that as the empathy of the bank staff increases, there is a corresponding tendency for organizational performance to improve, The study findings identified a strong positive linear relationship between the contribution of the responsiveness of the bank and organizational performance. The researcher recommended that: The government needs to strengthen and update regulatory frameworks to encourage financial institutions including Stanbic Bank, to prioritize and invest in enhancing the reliability of their services, financial institutions need to invest in continuous training programs for staff to enhance their skills and capabilities, ensuring a consistently high level of service reliability, there is a need for customers to actively participate in providing constructive feedback to financial institutions, including Stanbic Bank, about their experiences with service reliability, enabling continuous improvement, the government needs to introduce incentives or recognition programs that motivate financial institutions to invest in ongoing training and development programs aimed at improving the empathy skills of their staff.