MAKERERE UNIVERSITY ANALYSIS OF CUSTOMER SATISFACTION WITH SERVICES PROVIDED BY UMEME LIMITED SINCE INCEPTION. A case study of Ntinda-Kampala (Mutoola Zone-Bukoto II Parish) BY KIYINGI VICTOR, BSc. QE(Mak) 16/U/6232/EVE A DISSERTATION SUBMITTED TO THE COLLEGE OF BUSINESS AND MANAGEMENT SCIENCES IN PARTIAL FULFILLMENT OF THE REQUIREMENTS FOR THE DEGREE OF BACHELOR OF SCIENCE IN QUANTITATIVE ECONOMICS OF MAKERERE UNIVERSITY. AUGUST, 2019. ACKNOWLEDGEMENT The path of every journey is what matters the most rather than the end. I would therefore declare with at most confidence that the journey to accomplish this research project has been a beneficial one. I would surely like to take note of all those that have walked this lovely journey with me. Firstly, I would like to thank the Almighty God for availing me with the knowledge, wisdom and strength to thrive consistently throughout this active time to get all the activities for the project on track and accomplished I sincerely thank my close classmates; Andrew Lutalo and Abel for their unconditional assistance offered to me. Their hospitality and eagerness to teach me new things that made the entire period a rewarding one. Their counsel whenever need arose cannot be underestimated. Very special thanks go to Mr. Serunjoji Ambrose my supervisor who opened up to me, mentored me, assigned me and guided me in the work related aspects as well as a few life aspects. I can assert strongly that I followed his advice. Special mention goes out to the LC1 chairman of Mutoola zone- Ntinda who guided me and offered assistance where necessary. Finally, I would like to express my sincerest and deepest gratitude to my dear family for supporting me financially, mentally and socially and for all the love expressed throughout my academic path. Without you, I would not have made it through easily. My experience was a great one, that I learnt a lot from. With my experiences, I hope to navigate the future better both in life and my work related aspects. May the Almighty Lord bless you abundantly. Table of Contents DECLARATION ..................................................................... Error! Bookmark not defined. APPROVAL ............................................................................ Error! Bookmark not defined. ACKNOWLEDGEMENT ......................................................................................................... 4 LIST OF TABLES ..................................................................................................................... 9 ABSTRACT ............................................................................................................................. 11 CHAPTER ONE: INTRODUCTION ...................................................................................... 12 1.1. Background of the study ........................................................................................... 12 1.2. Problem statement ..................................................................................................... 14 1.3. Research objectives ....................................................................................................... 15 1.3.1 Main Objective ........................................................................................................ 15 1.3.2 Specific objectives ................................................................................................... 15 1.4 Hypothesis: ................................................................................................................ 15 1.5 SIGNIFICANCE OF STUDY ........................................................................................ 16 1.6 SCOPE OF STUDY ....................................................................................................... 16 CHAPTER TWO: LITERATURE REVIEW .......................................................................... 17 2.0 Introduction .................................................................................................................... 17 2.1 Customer Satisfaction .................................................................................................... 17 2.2 Customer satisfaction in the energy sector ..................................................................... 17 2.3 Service quality and customer satisfaction ...................................................................... 18 2.4 Price and customer satisfaction ...................................................................................... 18 2.5 Customer care service and customer satisfaction ........................................................... 19 2.6 Communication and customer satisfaction .................................................................... 19 2.7 Education and customer satisfaction .............................................................................. 19 CHAPTER THREE: METHODOLOGY ................................................................................ 21 3.0. Introduction ............................................................................................................... 21 3.1. Research design ......................................................................................................... 21 3.2. Data collection methods ............................................................................................ 21 3.2. DATA PROCESSING AND ANALYSIS ................................................................ 22 3.2.1 Univariate data analysis ........................................................................................... 22 3.2.2 Bivariate analysis ..................................................................................................... 22 3.2.3 Multivariate analysis................................................................................................ 23 CHAPTER FOUR: PRESENTATION AND DATA ANALYSIS ......................................... 25 4.0 Introduction .................................................................................................................... 25 4.1 Response rate.................................................................................................................. 25 4.2 Summary statistics.......................................................................................................... 25 4.2.1 Sample demographics ................................................................................................. 25 4.2.2 Summary statistics on other variables. ........................................................................ 26 4.3 Relationship between the dependent and independent variables ................................... 27 4.3.1 Satisfaction and education ........................................................................................... 27 4.3.2 Satisfaction and Quality .............................................................................................. 28 4.3.3 Price and satisfaction ................................................................................................... 29 4.3.4 Communication and satisfaction ................................................................................. 30 4.3.5 Friendliness of staff and satisfaction ........................................................................... 30 4.4 Effect of the independent variables on the dependent variable. ..................................... 31 4.4.1 Effect of communication ............................................................................................. 32 4.4.2 Effect of price .............................................................................................................. 32 CHAPTER FIVE: SUMMARY OF FINDINGS, RECOMMENDATIONS AND CONCLUSIONS...................................................................................................................... 33 5.0 Introduction .................................................................................................................... 33 5.1 Summary of Findings ..................................................................................................... 33 5.1.1. Price ............................................................................................................................ 33 5.1.2 Communication ........................................................................................................... 33 5.2 Conclusions .................................................................................................................... 34 5.3. Recommendations ..................................................................................................... 35 REFERENCES ........................................................................................................................ 36 APPENDICES ......................................................................................................................... 40 Appendix 1: Questionnaire to analyse customer satisfaction with services provided by UMEME ............................................................................................................................... 40 LIST OF ACRONYMS CS Customer Satisfaction SSP School of Statistics and Planning MUK Makerere University LIST OF TABLES Table 1 shows Management departments of UMEME.......................................................... 13 Table 2: shows the age distribution, gender of respondents together with their education level. ........................................................................................................................................