Service quality and customer retention in commercial banks of Uganda. a case study of stanbic bank Mukono branch
Abstract
This study seeks to examine the effect of service quality and customer retention in commercial
banks in Uganda using Stanbic bank, Mukono branch. Lee (2007) revealed that consumers all
over the world have become more quality conscious; therefore customers' requirements for higher
quality service have been increased. Service sector such as the banks are obliged to provide excellent
services to their customers in order to have sustainable competitive advantage. This chapter will
present the background to the study, historical, theoretical, conceptual and contextual
perspectives, statement of the problem, purpose of the study, research objectives, research
questions, scope of the study, the significance of the study, justification of the study and the
conceptual framework.