KABASINGUZI Brenda
Makerere University Business School, Kampala
bkabasinguzi@mubs.ac.ug
KISAME Kisubi Moses
Makerere University Business School, Kampala
mkisubi@mubs.ac.ug
MWESIGE Richard
Makerere University Business School, Kampala
rmwesige@mubs.ac.ug
Corresponding Author: bkabasinguzi@mubs.ac.ug
ABSTRACT
This research examined the intervening influence of customers‟ trust on indirect linkages among service
quality and customer retention in private clinics in Uganda. An explanatory design employed, sample of
36 private clinics, simple random sampling and data collected from 362 patients using survey. Outcomes
indicate partial customer trust’s mediating influence on the association between client retention and
service quality. These findings emphasize need for private clinics and decision-makers to enhance
assurance of service quality procedures and develop long-term strategies focused on building customer
relationships to improve retention. The study’s findings provide new information on the indirect impact of
customer trust.
Keywords: Private Health Clinic Service Quality, Customer Trust, Customer Retention