Service Quality and Financial Performance of Organizations. A Case Study of Safeboda Bugolobi

Abstract

The study was intended to establish the effect of customer service, service quality and financial performance of organizations: a case study of Safeboda Bugolobi, The study was guided by three objectives which include; to examine the customer service and the financial performance of Safeboda, to establish the relationship between service quality and financial performance varies across different industries and to investigate the mediating role of service quality, in the relationship between customer service and financial performance of Safeboda. The study population was 26000 respondents and the sample size of 335 respondents which was derived using (Krejcie R. &., 1970) Krejcie and Morgan. The study adopted a descriptive and cross-sectional research design utilizing quantitative in nature. The findings indicated a strong positive relationship exists between customer service, service quality, and financial performance at Safeboda Bugolobi revealed critical findings. There is a significant positive correlation between customer service and financial performance, indicating that enhancements in customer service lead to better financial outcomes. Additionally, a strong positive relationship was found between customer service and service quality, suggesting that improving customer service directly boosts service quality. It was recommended that Safeboda should prioritize continuous training programs for their customer service staff to ensure they possess the necessary skills and knowledge to provide exceptional service. This will enhance customer satisfaction and loyalty, directly impacting financial performance.