ABSTRACT

The study examined the relationship between customer service and performance of Uganda Telecom Limited in Kampala. The study intended to fulfill the following objectives; to determine how efficient UTL customer care center is in handling customers. To determine the main problems and frequent complaints UTL customers are experiencing and finally to determine the after sales services that the UTL company offers to its customers. The study revealed the following major findings, as regards to customer satisfaction levels with customer care centers; most of customers are dissatisfied with the manner in which the customer care personnel handle them. Most of them complained the customer care centers are unable to communicate to customers properly, receive and respond to complaints quickly. In terms of problem and complaints solving customers complained about speed of solving clients' problems, failure to understand customer complaints and rude staff who treat clients unethically. Some customers complained that after sales services were inefficient and that very few customers experienced these services in the correct way. The research concluded that majority of customer were satisfied with employee's show of professionalism in handling of the customers with a mean of, on average customers are satisfied with calling and internet services. However, most of the customers are dissatisfied with the service provided by the mobile voice and fixed voice due to the inconveniences of network at particular periods making the queuing system ineffective due to the time taken by a customer in the system. The satisfaction levels of respondents on products and services and satisfaction levels on sales representatives show that customers are neither satisfied nor dissatisfied. The research recommended that management should review customer satisfaction levels so as to improve the relationship with customers, the company should introduce a customer service desk that can help the above 50 age bracket who are not well served with the company's services by introducing pocket friendly tariffs, it also recommended M-sente mobile money transfer service and local banks should collaborate to provide services that serves many customers in a wider area.