Evaluation of service recovery in banks. A case of KCB bank, Uganda

Abstract

This study examined the effectiveness and efficiency of service recovery at KCB Bank Limited. A branch in Kampala district was considered due to concentration of customers. The study specifically had three objectives namely; to examine the nature of complaints meant to be handled by the service recovery team at KCB Bank, to investigate strategies used in handling customer complaints by service recovery and to identify measures that can be implemented in order improve service recovery at KCB Bank. The study adopted cross section design that helped the researcher obtained information about the study variables once in a snapshot. The population of the study consisted of 150 comprising bank staff and bank customers. From this, a sample of 108 was selected based on Morgan and Krejcie (1970). Data was collected using a structured questionnaire to obtain all the responses from the respondents. The study established that there is a positive and significant association between service recovery and the nature of complaints handling in the bank. It also revealed that there is a significant and positive relationship between service recovery and strategies for complaint handling and finally, the findings established that there exists a significant and positive relationship between service recovery and measures implemented to improve service recovery.