Service Environment and Customer Satisfaction in Centenary Bank Kabalagala Branch, Kampala, Uganda

The study sought to determine the relationship between service environment on customer satisfaction at centenary bank, Kabalagala branch and the main objectives were to examine the level of customer satisfaction at Centenary bank, Kabalagala branch, to identify the level of service environment at Centenary bank, Kabalagala branch and to establish whether there is a relationship between service environment and customer satisfaction at Centenary bank, Kabalagala branch. The study used a survey research design and data was collected from 80 respondents. The findings of the study revealed that there is a significant positive relationship between service environment and customer satisfaction (p < .05, r = 0.85). The null hypothesis was rejected and the alternate was accepted, therefore there is a significant relationship between Service Environment and Customer Satisfaction in Centenary Bank Kabalagala, Kampala – Uganda. This was also asserted as the conclusion. The recommendation was made that in order for the positive and significant relationship between the two variables to be maintained, issues relating ‘employee to customer ratio’ and ‘ATM accessibility’ have to be addressed.