CUSTOMER RELATIONSHIP MANAGEMENT AND THE PERFORMANCE OF KK COACHES LIMITED

ABSTRACT

The transport sector is a vital aspect of any growing economy like Uganda. Many private

individuals and companies are involved into the transp01t business venture and KK Coaches

was not left behind. KK Coaches Limited was established in 2008 and is headquaitered in

Kampala with branches in, Arua, Koboko, Paidha, Nebbi, Packwach, among other towns in

Uganda. Performance of KK couches limited and other businesses hugely rely on a well

managed customer relationship. KK couches limited slatted well, but somehow on the way

faltered due to poor customer care, poor time management, loss of goods, and instability in

departure time among others. This led to poor performance of the company.

The study was therefore, aimed at assessing customer relationship management and

performance of KK couches limited. It was guided by three research questions namely

service, communication and records management system. The study was conducted in

Kampala at the head quarters of KK couches limited.

The technique of random sampling was used in sample selection. Data was selected by use of

questionnaires during the stakeholders' survey in depth interview with key customer and staff

respondents.

The findings of the study indicate that services provided KK include transp01t, courier and

cargo as the main ones. It was discovered that records management helps to improve

company performance as it helps in staff appraisal, future reference, problem solving among

others. Communication between KK and the customers was found to be clear, message to and

from clients is instant and communication with customers is on daily basis.

The researcher recommends that KK couches limited should promote effective

communication, ensure proper flow of information, the company should not rely on mobile

phones alone but also go for suggestion boxes, records of customers should be checked

periodically, someone should be employed to help, guide, direct and monitor the sick, elderly

and disabled.