The effects of motivation on client satisfaction: A case of Kigali Independent University ULK, Rwanda

Abstract

Employees motivation is a strong factor of employees performance, thus, client satisfaction. In the quest to causation of client satisfaction, the present study examined the relationship between employees motivation and client satisfaction at Kigali Independent University ULK. Though the qualitative and quantitative methods, the primary and secondary data were collected and analysed. From the results, the research questions were answered. The population was composed of 350 respondents among them, there are 120 employees and 230 clients of Kigali Independent University ULK. Primary data was collected using structured questionnaires measured on the likert type interval scales. Confirming the researchers expectations and previous study results, significance of employees motivation and client satisfaction was supported. In congruence with previous studies, the study found support for a positive effect of employees motivation which was predicted by financial incentives: salaries, bonuses, retirement and pension benefits, and medical insurance.  The non-financial incentives were also identified such as appreciation of the work done, employees competition, promotion, knowledge of the results, autonomy, working conditions and participation in the decision making as the main motivating factors to employees which determines the client satisfaction of Kigali independent University ULK. In addition, the relationship between factors other than motivation such as recruitment and selection, training and development, discipline and employees evaluation were considered as motivating variables in this research and they affect as well the client of Kigali Independent University ULK. On the basis of the results of this thesis, it was concluded that employees motivation has direct and indirect effect on client satisfaction at Kigali independent University ULK. Based on the study findings, it becomes apparent the client satisfaction was predominantly dependent on intrinsic and extrinsic factors of motivation.  The future research may work by comparing the effects of employees motivation to client satisfaction by comparing private and public higher learning institutions in East African community.