| dc.description.abstract | This study examined how customer care service is used as a strategy for customer retention at Eram Uganda LTD. The study was guided by three objectives: To examine how customer care service is used to retain customers, to evaluate the factors affecting customer care service, and to assess the relationship between customer care service and customer retention at Eram Uganda LTD. The study employed a descriptive research design, and adopted a quantitative approach. Data was collected from Seventy-six respondents using a questionnaire. The data collected was analyzed using the statistical package for social science (SSPS Version 23). The findings revealed that Eram Uganda LTD's customer care service is effective in retaining customers (B= 0.615, P=0.000). The team is knowledgeable and helpful (Mean=4.38, SD=0.806) courteous and professional (4.11, SD=0.663), understanding and prompt in addressing inquiries (Mean =4.11, SD=0.961), actively seeks customer feedback to improve their offerings (Mean=4.10, SD=0.888) and the company's response to customer demands is high (Mean=3.85, SD=0.938) revealing how customer care service is used to retain customers. Furthermore on factors affecting customer care service, the study found that Eram Uganda LTD consistently provides substantial value for its customers (Mean=4.52, SD= 0.725 ), offers discounts (mean of 4.51, SD=0.565), , regularly introduces new products (Mean=4.31, SD=0.834,), has well-trained staff who effectively address inquiries or issues (Mean=4.15, SD= 0.780) and the company's customer service is rated high, (Mean =4.52, SD=0.725).Therefore, the researcher concludes that Eram Uganda LTD is a reliable provider of high quality animal health products .It is recommended that for clients seeking quality animal health products, Eram Uganda LTD is the reliable provider. Eram Uganda LTD should continue investing in training and empowering its customer care team to ensure consistent and high quality interacts with its customers. By prioritizing and continually improving customer care, Eram Uganda LTD can not only foster customer loyalty but also differentiate itself from the market. | en_US |
