The influence of quality service management on customer satisfaction retail business in Uganda:

Abstract

The study investigated the influence of Quality Service Management (QSM) on Customer Satisfaction (CS), a case study of Game Stores Supermarket. The major objective of the study is to identify the role of quality service management towards ensuring customer satisfaction and how the quality service dimensions like empathy, reliability and assurance lead to customer satisfaction. The methodology applied in the study included a case study design namely, stratified and simple random sampling techniques, data collection instruments used in the study were structured questionnaires: open and closed ended questions. The study consisted of 65 employees who were randomly selected to respond to the questionnaires.Statistcal data analysis approaches that incorporated frequency distributions, standard deviation and correlation were used. Tables and central tendencies were used to analyze quantitative data. Qualitatively the researcher used content analysis, statements and sentences. The results revealed distinctive results for the relationship between quality service management and customer satisfaction. Game super market had significant relationship between quality service and customer satisfaction, mean while the results also revealed that empathy, reliability and assurance gave out clear results in regards to quality and satisfaction. The study concluded that quality service management practices like early salary and wage payments greatly influences employee and on the other hand providing a conducive and well designed service environment greatly leads to customer satisfaction, also managing stock and winning of competitors greatly creates good will for the company