Service Delivery

TABLE OF CONTENTS

DECLARATION…………………………………………………………………..….i

APPROVAL………………………………………………………………………..iii

DEDICATION……………………………………………………………………...iv

ACKNOWLEDGEMENT………………………………………………………….v

TABLE OF CONTENTS………………………………………………………….vi
.
LIST OF TABLES……………………………………………………………….…ix

LIST OF FIGURES………………………………………………………………...x

ABSTRACT…………………………………………………………………..…….xi

CHAPTER ONE

INTRODUCTION
1.0 Background of the study………………………………………………………....1
1.1 Statement of the problem…………………………………………………….…..2
1.2 The purpose of the study………………………………………………………....2
1.3 Specific objectives of the study…………………………………………………..3
1.4 Research questions…………………………………………………………….…3
1.5 Significance of the study…………………………………………………………3
1.6 The scope of the study……………………………………………………………4
1.7 Conceptual framework…………………………………………………………..5

CHAPTER TWO

LITERATURE REVIEW
2.0 Introduction………………………………………………………………………6
2.1 Definition of concepts…………………………………………………………….6
2.2 Relationship between service delivery and performance…………………….......6
2.3 Effect of service delivery on performance……………………………………....7
2.4 Forms of services offered by banking institutions……………………………...7
2.5 Research limitations……………………………………………………...……..12

CHAPTER THREE
METHODOLOGY
3.0 Introduction……………………………………………………………………...12
3.1 Research design………………………………………………………………....12
3.2 The study population…………………………………………………………...12
3.3 Sample framework…………………………………………………………….12
3.3.1Sample size…………………………………………………………………….12
3.3.2Sample techniques……………………………………………………………..12
3.4 Research instruments……………………………………………………….….13
3.4.1Questionnairre……………………………………………………………….....13
3.4.2Interviews……………………………………………………………...……….13
3.4.3Observation………………………………………………………...…………..13
3.5 Data analysis…………………………………………………………...……..…13

CHAPTER FOUR

PRESENTATION OF FINDINGS, INTERPRETATION AND ANALYSIS
4.0 Introduction……………………………………………………………………14
4.1 Relationship between