Service quality and financial performance of commercial banks in Uganda:

Abstract

Service quality and financial performance of commercial banks was conducted by the study objectives which comprised of the impact of reliability on financial performance of commercial banks, the impact of responsiveness on financial performance of DFCU Bank, and empathy on financial performance of banks. The study findings recognized the extent to which service quality influences financial performance of DFCU. Definitely, the study pursued to determine the impact of reliability, responsiveness and empathy on financial performance of commercial banks DFCU, in question. The study population consisted of 30 employees, a sample of 28 employees was extracted as guided by Krejcie and Morgan (1970). Data was collected using a structured questionnaire and analyzed using SPSS v20. The study findings revealed that there is a positive and significant association between service quality and financial performance. The study thus recommends that in order to improve financial performance, banks should ensure that their services are reliable, responsive, also empathetic. The study was conducted using a cross-sectional research design. Therefore the researcher recommends that further studies should consider using a longitudinal approach in order to capture changes in the relationship between service quality and financial performance of banks over time.