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.