TABLE OF CONTENTS
DECLARATION
APPROVAL
DEDICATION iii
ACKNOWLEDGEMENT iv
TABLE OF CONTENTS v
LIST OF TABLES viii
ABSTRACT ix
CHAPTER ONE 1
INTRODUCTION 1
1.0 Introduction 1
1.1 Background to the study 1
1.2 Statement of the problem 2
1.3 Purpose of the study 3
1.4 Research objectives 3
1.5 Research Questions 3
1.6 Scope of the study 3
1.6.1 Geographical scope 3
1.6.2 Theoretical scope 3
1.6.3 Content scope 4
1,6.4 Time scope 4
1.7 Significance of the study 4
1.8 Operational definition of key terms
CHAPTER TWO 6
LITERATURE REVIEW 6
2.1 Introduction 6
2.2 Theoretical frame work 6
2.3 Conceptual frame work 7
V
2.4 Risk management and project success 7
2.4.1 Risk identification 8
2.4.5 Risk assessment 9
2.4.6 Prioritization of Risks 10
2.5 Review of Related studies 11
2.6 Factors of customer satisfaction 13
2.7 Summary of Gaps Identified in Literature 15
CHAPTER THREE 16
METHODOLOGY 16
3.1 Introduction 16
3.2 Research Design 16
3.3 Research Population 16
3.4 Sample Size 16
3.5 Sampling Procedure 17
3.6 Research Instrument 17
3.7 Validity and Reliability of the Instrument 18
3.8 Data Gathering Procedures 18
3.9 Data Analysis 19
3.9 Ethical consideration 20
3.10 Limitations to the Study 20
CHAPTER FOUR 21
PRESENTATION, ANALYSIS AND INTERPRETATION OF RESULTS 21
4.0 Introduction 21
4.1 Profile of respondents 21
4.2 Extent of risk management 22
4.3 Customer satisfaction 27
4.4 Relationship between risk management and customer satisfaction 30
vi
CHAPTER FIVE .32
DISCUSSIONS, CONLUSIONS AND RECOMMENDATIONS 32
5.0 Introduction 32
5.1 Discussions 32
5.2 Conclusions 35
5.3 Recommendation 36
5.4 Areas for further research 36
REFERENCES 37
APPENDIX I 41
QUESTIONNAIRE 41
ABSTRACT The study sought to establish the relationship between risk management and customer satisfaction in Unilever ltd, Kampala Uganda. The study was guided by three specific objectives, which included i) investigating the extent of risk management in Unilever ltd, Kampala Uganda; ii) customer satisfaction in Unilever ltd, Kampala Uganda and (iii) finding out whether risk management significantly affects the customer satisfaction in Unilever ltd, Kampala Uganda. This research employed descriptive correlational research design to describe the relationship between risk management significantly and customer satisfaction in Unilever ltd, Kampala Uganda, the study used a total population of 148 and a sample size of 108 respondents, and the questionnaire was used as the research instrument. Descriptive statistics used in this study included frequencies, means and PLCC on correlation of variables. The findings revealed the following: majority of respondents in this sample were male (55.5%) ranging between 21-30 years, (55.6%) were diploma holders and had an experience of 5 years and above (55.6%). Data analysis using means showed that extent of risk management was found to be satisfactory (over all mean=2.80), and the level of customer satisfaction was found to be high and this was indicated by the overall mean (mean2. 13). The extent of risk management and customer satisfaction in Unilever ltd, Kampala Uganda are positive and significantly correlated. Still the conclusions were that; the project managers and workers in Unilever ltd, Kampala Uganda always document and communicate to their bosses about the potential risks, the project managers and workers always complete the assigned projects in time, there is a positive and significant relationship between the extent of risk management and customer satisfaction in Unilever ltd, Kampala Uganda (r= .387 & Sig=0.000 respectively), hence concluding that better risk management procedures increase the level of customer satisfaction in Unilever ltd. Kampala Uganda, and poor risk management procedures reduce it. The researcher recommended that; the project managers in Unilever ltd, Kampala Uganda should always sensitise the participants about the potential risks, should make sure that the risks in their organizations are always identified prospectively and put some of them on the key risk list, should always prioritise and implement the risk management plan, the project managers and workers in Unilever ltd. Kampala Uganda should always make sure that the project scope is always more work oriented.
