| dc.description.abstract | In a global environment of intense competition, companies need to focus on improving the
quality of their services to achieve their goals and achieve long-term survival. The study
examined the effects of service quality on the performance of utility companies: A case study of
UMEME Limited. The study aimed at establishing the relationship between service quality
dimensions such as reliability, accurate billing and responsiveness and organizational
performance of UMEME Limited. The study followed a descriptive and analytical study research
design. In this study both qualitative and quantitative methods were used. The study was carried
out in Kampala district and the target population under this study included the staff of UMEME
and its customers. A sample size of 150 respondents was picked. Data was collected using
questionnaires and interview guide. Quantitative data was analyzed using Statistical Package for
Social Scientists and results were presented using frequency, percentages, mean, standard
deviation, and correlation techniques. The study findings revealed that there is a positive
relationship between service quality and performance of UMEME especially in form of
profitability, customer satisfaction and the level of expansion. The study concluded that
UMEME was performing poorly financially due to failure to reduce losses caused by the poor
billing and collection system. The poor performance was also reflected by low customer
satisfaction due to unreliable service delivery and low levels of expansion as it was discovered
that its customer base was only in urban areas. The study recommended that improvement in the
reliability of services, accuracy in the billing system and increased response in to customer needs
could improve the general organizational performance of UMEME. | en_US |
