TABLE OF CONTENT
DECLARETION
APPROVAL H
DEDICATIONS
ACKNOWLEDGEMENT iv
ABSTRACT V
LIST OF TABLES ix
ABBREVIATIONS x
CHAPTER ONE 1
1.0 INTRODUCTION si
1.1BACKGROUND OF THE PROBLEM
2
1.2 PROBLEM STATEMENT 2
1.3 OBJECTIVES OF STUDY 3
1.4 THE SPECIFIC OBJECTIVE 3
1.5 RESEARCH QUESTIONS 4
1.6 SIGNIFICANCE OF THE STUDY 5
1.7 SCOPE OF THE STUDY 5
1.7.1 TIME SCOPE 5
1.7.2 GEOGRAPHICAL SCOPE 5
1.7.3 CONTEXTUAL SCOPE 5
1.7.4 THOERATICAL SCOPE 6
1,8 OPERATIONAL DEFINITIONS 6
1.8.1 Customer satisfaction 6
1 .8.2 Service delivery 6
1.8.4 Expectations 7
CHAPTER TWO 8
LITERATURE REVIEW 8
2.0 INTRODUCTION 8
vi
2.1 OPINIONS, IDEAS AND CONCEPTS ON SERVICE DELIVERY AND CUSTOMER
SATISFACTION 8
2.2 CONCEPTUAL FRAMEWORK 12
2.4 RELATED LITERATURE 14
2.4.1 Service delivery and customer satisfaction 14
2.4.2 Education service and customer satisfaction 16
2.4.2 Women empowerment and customer satisfaction 17
2.4.3 Food security and customer satisfaction 18
2.4.4 Maternal health and customer satisfaction 19
CHAPTER THREE 20
RESEARCH METHODOLOGY 20
3.0 INTRODUCTION 20
3.1 Research design 20
3.2 Population 20
3.3 Sample Size and Sampling Technique 20
3.4 Research Instruments 21
3.5 Validity of Research Instruments 21
3.6 Ethical consideration 21
3.7 Data analysis 21
CHAPTER FOUR 22
PRESENTATION, ANALYSIS AND INTERPRETATATION OF DATA 22
4.0 TNTRODUCATION 22
4.1 DEMOGRAPHICAL PROFILE 22
4.1.1: Respondents by gender 22
4.1.2 Respondents by age 23
4.1.3: Respondents according to highest level of education attained 23
4.1.4: Respondents according to duration in the organization 24
4.1.5: Respondents according to channel of knowing the organization 24
4.1.6: Respondents according to service being benefited from in the organization 25
4.2: HYPOTHESIS ONE: EDUCATION SERVICE AND CUSTOMER SATISFACTION 26
VII
4.3. HYPOTHESIS TWO: POULTRY KEEPING AND CUSTOMER SATISFACTION.~
4.4. HYPOTHESIS THREE: TAILORING AND CUSTOMER SATISFACTION 28
4.5. HYPOTHESIS FOUR: COMPUTER TRAINING AND CUSTOMER SATISFACTION. .29
4.6: HYPOTHESIS FIVE; FISH FARMING AND CUSTOMER SATISFACTION 30
4.7. HYPOTHESIS SIX: MATERNAL HEALTH AND CUSTOMER SATISFACTION 31
4.8: HYPOTHESIS EIGHT: FOOD SECURITY AND CUSTOMER SATISFACTION 32
CHAPTER FIVE 34
DISCUSION, CONCLUSION AND RECOMMANDATIONS 34
5.0 Introduction 34
5.1 Discussion of findings 34
5.2 CONCLUSION 36
5.3 RECOMMENDATION 36
Areas for further research 37
APPENDIX 1 41
QUESTIONNAIRE 41
ABSTRACT This work sought to access and analyzes service delivery and customer satisfaction in organizations specifically S.O.U.L Foundation, Uganda and Jinja was purposively chosen for this work. The main problem for this study was to ascertain whether customers are satisfied with service delivery of S.O.U.L Foundation given that the organization has not fully attained its goals. The objectives of the study were to determine the relationship between service delivery in the area of education and customer satisfaction in S.O.U.L, Foundation, to analyze the relationship between service delivery in the area of poultry keeping and customers satisfaction in S.O.U.L Foundation, to determine the relationship between service delivery in the area of computer training and customer satisfaction in S.O.U.L Foundation, to study the relationship between service delivery in the area of tailoring and customer satisfaction in SOUL Foundation, Uganda, to find out whether service delivery in the area of food security by S.O.U.L Foundation is related to customer satisfaction, to know the relationship between service delivery in the area of maternal health and customer satisfaction in S.O.U.L Foundation, and finally to provide the requisite and recommendations to improve the customer satisfaction strategies of S.O.U.L Foundation. A close ended questionnaire was developed, pre4ested and personally administered to targeted clients of S.O.U.L Foundation, Uganda at their offices in Jinja district and a total of 211 respondents were contacted.
