Organizational culture, employee commitment, service quality and customer retention in Med-Net, Uganda

Abstract

The main purpose of the study was to examine the relationship between Organizational Culture, Employee Commitment, Service Quality and Customer Retention at MED-Net. It was prompted by the fact that there was a significant drop in client numbers and a failure to retain good clients at MED-Net.

A correlation cross – sectional survey was carried out using randomly selected staff and customers of MED-Net. The study comprised of 168 respondents who responded to a self – administered questionnaire.

The Pearson’s correlation test showed a significant correlation between the study variables. The most predictor of customer retention at MED-Net was service quality.

It was recommended that management of MED-Net should put more emphasis on improving the quality of service offered to customers so as to enhance customer retention.