CREDIT POLICY AND CUSTOMER SATISFACTION IN FINANCIAL INSTITUTION A CASE STUDY OF CAIRO INTERNATIONAL BANK, KAMPALA- UGANDA

ABSTRACT

This study established credit policy and customer satisfaction in Cairo international bank Uganda

ltd in Kampala. The study was based on the following objectives and these are, to establish the

profile of the respondents in financial institutions, to establish the key elements of credit policy

for Cairo bank and to examine the relationship between credit policy and customer satisfaction.

The study employed descriptive correlation design; data was collected using researcher devised

questionnaires and interview. In regard to gender, the findings revealed that the majority of the

respondents 60% were male, in regard to department category, majority 40% were from the

marketing department, in regard to education level, majority 40% were bachelor’s degree

holders, and in regard to work experience, majority 45% had worked with in Cairo bank for 3-6

years. In regard to credit policy 65% were encountered to the service, in regard to customer

satisfaction, the study established that the maj;rity85% customers are satisfied with the service

provided and was interpreted satisfactorily, 64% showed increase in sales, 70% increase in

profits. The results also suggested that there is relationship between credit policy and customer

satisfaction of 79.8%. The study concluded that the main goal of the research was establish the

impact of credit policy and customer satisfaction financial institution in Cairo bank branch of

Kampala district .it is recommended to Cairo bank to clarify company’s goals before

implementing credit policy program through considering company’s needs, carry out customer

orientation, competitive concentration and technological turbulence.

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