Organizational culture, employee commitment, service quality and customer retention in Med-Net, Uganda
Nakamya, Sempewo Stella
MetadataShow full item record
The main purpose of the study was to examine the relationship between Organizational Culture, Employee Commitment, Service Quality and Customer Retention at MED-Net. It was prompted by the fact that there was a significant drop in client numbers and a failure to retain good clients at MED-Net. A correlation cross – sectional survey was carried out using randomly selected staff and customers of MED-Net. The study comprised of 168 respondents who responded to a self – administered questionnaire. The Pearson’s correlation test showed a significant correlation between the study variables. The most predictor of customer retention at MED-Net was service quality. It was recommended that management of MED-Net should put more emphasis on improving the quality of service offered to customers so as to enhance customer retention.