ABSTRACT
The research was majorly carried out to establish the factors influencing the growth of customer care in small scale business enterprises; a case study of Kampala central Division, Kampala district. The study attempted to find out, analysis factors responsible for growth, problems, and solutions as well as prospects of small scale business enterprises The study was organized into five chapters and these chapters contained various sub headings and these include; Chapter one is the introduction which contained the back ground to the study from national perspective point to local levels where the research was carried out. This chapter also includes the statement of the problem, the purpose of the study, specific objectives, research questions, the scope of the study and the significance of the study are all included in this chapter. Chapter two is the literature review which focuses on the internal and external sources and the purpose of this chapter is to ensure that all the important variables that have an impact on the problem area are critically analyzed to add a solid foundation of the existing knowledge. Chapter three which is the research methodology presents the methodology used in carrying out the study. It describes the research design, sampling design, study population, target population, sample methods, sampling size, and data collection instruments and data analysis. Chapter four contains the interpretations, presentation and discussion of the findings and the results were arrived at using frequency counts and correlation. Chapter five contains the summary, conclusion and recommendations and suggested areas for further research.
TABLE OF CONTENTS
Dec Ia ration------------------------------------------------------------------------------- i i
Appro v a 1---------------------------------------------------------------------------------- iii
Tab I e of contents-------------------------------------------------------------------------iv
D ed i ca ti on---------------------------------------------------------------------------------v
A c know I edge men t -----------------------------------------------------------------------vi
Executive sum rna ry --------------------------------------------------------------------vii
List of tables-----------------------------------------------------------------------------viii
List of figures-----------------------------------------------------------------------------ix
A b brevia ti on 8-----------------------------------------------------------------------------x
CHAPTER
CHAPTER ONE
Background----------------------------------------------------------------------------1
Pro b I e 1n s state 1n en t -------------------------------------------------------------------3
Purpose of the study ------------------------------------------------------------------4
Objectives of the study---------------------------------------------------------------4
Research Questions-------------------------------------------------------------------4
Scope of the Study--------------------------------------------------------------------4
Geographical scope-------------------------------------------------------------------4
Content scope--------------------------------------------------------------------------4
T i 1n e scope-----------------------------------------------------------------------------4
Significance of the study-------------------------------------------------------------5
iv
CHAPTER TWO
LITERATURE REVIEW
2.0 Introductions to Literature Review-------------------------------------------------6
2.1 Definition of customer service------------------------------------------------------6
2.2 Small Scale Enterprise --------------------------------------------------------------7
2.3 Importance of Customer Care in small scale business enterprises-------------7
2.4 How to Develop a Customer Care Strategy---------------------------------------9
2.5 The Commandments of Great Customer Service -------------------------------11
2. 6 SJnall business-----------------------------------------------------------------------13
2. 7 Taxation in small scale business enterprises--------------------------------------18
2. 8 Business Growth-----------------------------------------------------------------------2 I
2. 9. 1 Profitab i I ity----------------------------------------------------------------------------23
2. 9.2 The impact of customer care on the small scale business growth---------------25
3.5.2
3.6
CHAPTER THREE
RESEARCH METROLOGY
In trod u ct ion---------------------------------------------------------------------------2 7
Research Design---------------------------------------------------------------------27
Sam pIing design---------------------------------------------------------------------2 7
Study Population--------------------------------------------------------------------27
Target Pop u I a ti on-------------------------------------------------------------------2 7
Sam pIing Methods------------------------------------------------------------------28
SampIe Size--------------------------------------------------------------------------2 8
Data CoIIect ion----------------------------------------------------------------------2 8
The Primary source of data--------------------------------------------------------28
Secondary source of data----------------------------------------------------------2 9
Data CoIIecti on Instruments-------------------------------------------------------2 9
Questionnaires-----------------------------------------------------------------------29
Personal interview------------------------------------------------------------------2 9
Data Analysis------------------------------------------------------------------------3 0
CHAPTER FOUR
4.0 Interpretation, presentation and discussion offindings------------------------31
4. I In trod u cti ons-------------------------------------------------------------------------3 I
4.2 Demographic characteristics of the respondents--------------------------------3 I
4.3 Findings on the influence of customer care on Small Scale Business Enterprises in
Kampala central Division Kampala District--------------------------------------------3 6
4.4 Findings on the growth of small scale business enterprises-------------------37
CHAPTER FIVE
Summary, cone! usion and recommendation------------------------------------40
5. 0 In trod u cti on -------------------------------------------------------------------------40
5. I Summary of the find in gs----------------------------------------------------------40
5 . 2 Recommendations-----------------------------------------------------------------4 3
5.3 Suggested areas for further research--------------------------------------------4 7
5. 4 cone I us i ons-------------------------------------------------------------------------4 7
References----------------------------------------------------------------------------------48
Appendices
Appendix i ----------------------------------------------------------------------------------50
Appendix i i ---------------------------------------------------------------------------------54