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Customer Care Services And Sales Volume Of FinancialInstitutions In Uganda; A Case Study Of Bayport Financial Services (Bfs) (Issue 12)

The purpose of this study was to examine Customer Care Services and Sales Volume ofFinancial Institutions in Uganda,
a case study of Bayport financial Services (BFS). The specific objectives were to examine the relationship between
complaints registration procedures and sales volume in Bayport financial services. (BFS), to determine the relationship
between complaints investigation and sales volume in Bayport financial services., to establish therelationship between
customer care services and sales volume in Bayport financial services. Simple random design and stratified random
sampling design were used to get the required sample of clients and to ensure that each member had equal chance of
being selected. The study used questionnaire and an interview guide to acquire data from respondents. It was confirmed
by a mean of 3.83 and standard deviation of 1.085 implying that the bank actually does conduct full assessment of
complaints so they can come to solution for the complaint that can help resolve the complaint. The majority of the
respondents strongly agreed with 60%, followed by agree with 23.3%, then not sure and agree with 6.7%each and then
strongly disagree with 3.3%. This is confirmation that complaints management actually creates loyal customers. A mean
of 4.30 and standard deviation of 1.088 confirms the responses. It was recommended that Bayport financial services
should re-implement the complaints registration strategies for example better documentations of customer records,
introduction of powerful cameras that helps in reviewing customers issues, design of better complaints registration forms
that will enable them to improve its sales volume. The regression analysis for complaints registration showed that it
contributes 56.7% to sales volume and this is basically done at the registration desk. It is confirmed that the management
ensures that most complaints are registered, though procedures used some times are ineffective and only favors major or
serious cases and this illustrates a moderate positive relationship between the complaint’s registration procedures and
sales volume in Bayport financial services. Therefore, results shows that effective complaints registrationleads to
effective sales volume in Bayport financial services.

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