Impact of Risk Management On Customer Satisfaction of Unilever (U) Ltd, Kampala Uganda

ABSTRACT The study sought to establish the relationship between risk management and customer satisfaction in Unilever ltd, Kampala Uganda. The study was guided by three specific objectives, which included i) investigating the extent of risk management in Unilever ltd, Kampala Uganda; ii) customer satisfaction in Unilever ltd, Kampala Uganda and (iii) finding out whether risk management significantly affects the customer satisfaction in Unilever ltd, Kampala Uganda. This research employed descriptive correlational research design to describe the relationship between risk management significantly and customer satisfaction in Unilever ltd, Kampala Uganda, the study used a total population of 148 and a sample size of 108 respondents, and the questionnaire was used as the research instrument. Descriptive statistics used in this study included frequencies, means and PLCC on correlation of variables. The findings revealed the following: majority of respondents in this sample were male (55.5%) ranging between 21-30 years, (55.6%) were diploma holders and had an experience of 5 years and above (55.6%). Data analysis using means showed that extent of risk management was found to be satisfactory (over all mean=2.80), and the level of customer satisfaction was found to be high and this was indicated by the overall mean (mean2. 13). The extent of risk management and customer satisfaction in Unilever ltd, Kampala Uganda are positive and significantly correlated. Still the conclusions were that; the project managers and workers in Unilever ltd, Kampala Uganda always document and communicate to their bosses about the potential risks, the project managers and workers always complete the assigned projects in time, there is a positive and significant relationship between the extent of risk management and customer satisfaction in Unilever ltd, Kampala Uganda (r= .387 & Sig=0.000 respectively), hence concluding that better risk management procedures increase the level of customer satisfaction in Unilever ltd. Kampala Uganda, and poor risk management procedures reduce it. The researcher recommended that; the project managers in Unilever ltd, Kampala Uganda should always sensitise the participants about the potential risks, should make sure that the risks in their organizations are always identified prospectively and put some of them on the key risk list, should always prioritise and implement the risk management plan, the project managers and workers in Unilever ltd. Kampala Uganda should always make sure that the project scope is always more work oriented.