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    Organizational culture, employee commitment, service quality and customer retention in Med-Net, Uganda

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    Nakamya-MUBS-Master.pdf (599.3Kb)
    Date
    2012-11
    Author
    Nakamya, Sempewo Stella
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    Abstract
    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.
    URI
    http://hdl.handle.net/10570/2687
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    • Makerere University Business School (MUBS) Collection

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