ABSTRACT

The study concentrated on the role of customer care on the performance of the microfinance institutions, a case study of Pride Microfinance Limited Kabalagala Branch. And the Objectives of the study was including, to determine the impact of employees training, how to examine employee’s behavior towards the customers, in providing customer care services well, such services include, compatibility, efficiency, reliability, and all these improves performance and examine if high pay thus increases the performance of the pride Microfinance Limited Kabalagala Branch. Chapter one includes a presentation of the background of the cindy, statement of the prnhl~m. pnrp-~c~ of the study, scope of the study, signification of the study and definition of terms Chapter two is a review of the related literature about the impact of customer care on the performance of microfinance institutions. Chapter three include the methodology thus research design was descriptive in nature and a quantitative approach, the study population includes the employees from the sales department and marketing department, employees from the Administrative and Human Resource Unit, employees from the Accounts department, auditors, casual workers, and residents from around Pride Microfinance Limited Kabalagala Branch. Chapter four includes a presentation. discussion. interpretation and analysis of the probem~ Chapter five includes the conclusion, recommendation and summary of findings.