AN EVALUATION OF ORGANISATIONAL STRUCTURAL ELEMENTS ON EMPLOYEE PERFORMANCE OF SELECTED PHARMACEUTICAL COMPANIES IN UGANDA.*Corresponding Author, Faculty of Business Administration& Management, Ndejje University. Achidri Godfrey1 , Kyagaba Francis (PhD Cand)2 and Milly Kwagala (PhD)3











ABSTRACT
The study examined the relationship between organizational structural elements and employee performance in selected Pharmaceutical companies in Nakawa Division Kampala District. It analyzed the effect of span of control on employees’ performance.
The study employed both a descriptive and correlational research designs, using a sample size of 56 respondents from the study population of 65. The study used questionnaires as data collection method; The study revealed a strong positive relationship between span of control and employees’ performance (r=0.610 Sig at 0.000) the regression analysis showed an adjusted R-square of 0.358 which meant that the independent variable contributes 35.8% effects on employees’ performance.
The study findings revealed a moderate significant relationship between organizational hierarchy and employees’ performance within Pharmaceutical industries (r=0.533 Sig. at 0.000). The adjusted R-square of 0.269 implied that organizational hierarchy contributed 26.9% effects on employees’ performance.
Findings further revealed that the relationship between communication flow and employees’ performance being moderate (r=0.562 Sig at 0.000). The adjusted R-square of 0.301 implied that communication flow contributed 30.1% effects on employees’ performance.Therefore all the aspects of organizational structural elements contributed below average in influencing employees’ performance.
The study recommends therefore that the organization should have a good program in place for the employees work life balance as this can be a great factor to motivate their performance and retain them.
KEY WORDS: Span of control, organizational hierarchy, communication flow

INFLUENCE OF SUPERVISION ON CONTRACTORS’ PERFORMANCE OF ROAD CONSTRUCTION SELECTED PROJECTS IN UGANDA

: Kampala District.
*Corresponding Author, Faculty of Business Administration& Management, Ndejje University.
Adupa Joel1 ,
Can. Kyakana Emmanuel2 and Milly Kwagala (PhD)3
ABSTRACT
The study investigated the influence of supervision on contractors’ performance in road construction projects of Uganda. The study was guided by the following specific objectives; to assess the effect of site visits on contractors’ performance, to determine the effect of material tests and contractors’ performance and to investigate the effect of periodic reporting and contractors’ performance.
Descriptive survey research design was employed and a questionnaire was used to collect data. The findings revealed that there was a moderate positive relationship between site visits and contractors’ performance with a correlation coefficient, r=0.571 and p=0.01 since r>0.01. The adjusted R square of 0.32 indicates that site visits contributes 32% influence on contractors’ performance.
Additionally, there was a moderate positive relationship between material tests and contractors’ performance with a correlation of r = 0.467 Sig. at 0.000. The adjusted R square value of 0.21 which indicates that material tests contribute 21% in influencing contractors’ performance. The study findings further indicate a strong positive relationship (p-value=0.615 & Sig. at 0.01) between periodic reporting and contractors’ performance.
The site visits has the highest contributing factor of supervision to contractors’ performance with (ßeta value of 0.413, Sig. at 0.000 t-value=4.389>1.96) which implied that periodic reporting has a statistical significant relationship to contractors’ performance. The current study results therefore indicate that government should emphasize periodic reporting and put up known platforms for whistle blowing so as to give other stakeholders an opportunity to report on any negative road construction practices.
KEY WORDS:
Supervision, Site-Visits, Material-Tests, Periodic-Reporting, Contractors’ Performance.
INFLUENCE OF TRAINING PROCESS AND EMPLOYEE PERFORMANCE IN LOCAL GOVERNMENTS IN UGANDA
*Corresponding Author, Faculty of Business Administration& Management, Ndejje University.
Nanjula Aliziki1 and Onyango Laban2
ABSTRACT
The paper scrutinizes the influence of training process on employee performance of Local Governments in Uganda; as was observed that there are various components of training process that affects employee performance, such as; training needs assessment, methods of training, evaluation of training. The study conducted a comprehensive literature review in which the works of principle authors such as Amusat, Connor and Bakare, Griffiths & Simpson, Pischke and Kirkpatrick were cited.
The study employed a correlation and cross sectional survey research. Self-administered questionnaire was used to collect data from a sample of 97 respondents. The data collected was analyzed using the statistical package for social scientists (SPSS). The study results point to a significant strong positive relationship between training needs assessment and employee performance (r = 0.735**), thereby indicating that, the effectiveness of training needs assessment enables District Local Governments to effectively improve the employee performance in Uganda.
Results suggest that training orientation must be given high consideration in order to benefit employees and hence enhance employee performance. Relatedly training should be conducted after critical evaluation of the training needs, deploy the best training methods and in particular augment it with appropriate incentives like certificates.
The current study therefore recommends senior government administrative officers to make job coaching, training and development a priority.
KEYWORDS:
Training Needs Assessment, Methods of Training, Evaluation of Training
CORPORATE GOVERNANCE PRACTICES AND SERVICE QUALITY IN CORPORATE PARASTATALS IN UGANDA.
Corresponding Author, Faculty of Business Administration& Management, Ndejje University.
Atyang Alice1 and Annabella Oroma Asedri2
ABSTRACT
The study examined the effect of corporate governance on service quality in corporate parastatals in Uganda. The specific objectives were; to assess the effect of transparency, accountability and influence of independence on service quality.
The study employed a descriptive research design with a study population of 55 and sample size of 48, and used a semi structured questionnaire as main data collection method. The findings revealed a moderate positive relationship between transparency and service quality (P-value = 0.462 and Sig. at 0.001≤0.01).
The adjusted R-Square value of 0.196 showed that transparency contributed 19.6% variation in service quality in corporate parastatals in Uganda. A moderate positive relationship of r = 0.600**, Sig at 0.00≤ 0.01 between accountability and service quality in corporate parastatals in Uganda implied that a unit increase in service quality in corporate parastatals in Uganda, would have a positive impact on the accountability of corporate parastatals.
The adjusted R-Square value of 0.346 indicated that accountability contributed 34.6% influences on variation in service quality in corporate parastatals in Uganda. A moderate positive relationship of r= 0.676** and the adjusted R-Square value of 0.445 showed that independence contributed 44.5% influence on variation in service quality in corporate parastatals in Uganda.
The study concludes that more effort should be addressed to inconsistencies resulting from the management of corporate governance practices.
KEY WORDS:
transparency, accountability and service quality.
EMPLOYEE BENEFITS AND JOB SATISFACTION IN FAITH BASED INSTITUTIONS IN UGANDA.
*Corresponding Author, Faculty of Business Administration& Management, Ndejje University.
Nassolo Belinda1 , Kakande Ritah2 and Annabella Oroma3
ABSTRACT
The study was guided by specific objectives as follows; to establish the influence of health insurance, examine the effect of staff allowances and to establish the relationship between retirement benefits and job satisfaction.
The study used a blend of cross sectional ̧ descriptive, and correlation research designs with a questionnaire and interviews as data collection methods. A sample size of 113 was attained from a study population of 130 employees.
Findings revealed an insignificant relationship between health benefits and job satisfaction (r=-0.001 Sig = p = 0.990); a weak positive relationship between staff allowances and job satisfaction (r = 0.253** Sig=0.015 < 0.05) and adjusted R-Square value of 0.053; a weak positive relationship between retirement benefits and job satisfaction (r = 0.260** Sig=0.012< 0.05) and adjusted R-Square value of 0.057.
Results therefore reveal that there is no relationship between health benefits and job satisfaction while weak relationship is identified between staff allowances ̧ retirement benefits and job satisfaction.
The results therefore indicate that employee benefits have limited influence on job satisfaction in faith based organisations and henceforth the current study recommends that Faith based organisations should not only concentrate on only health benefit system but should highly improve on both allowance and retirement benefits so that both may make bigger contribution.
KEYWORDS:
Health Insurance, Job Satisfaction, Staff allowance, Retirement Benefits.
CAPITAL STRUCTURE AND FINANCIAL PERFORMANCE OF HOTELS IN UGANDA:
*Corresponding Author, Faculty of Business Administration& Management, Ndejje University.
Bomugisha Sam1 and Kakundwa Naomi2
ABSTRACT
This study examined the effect of capital structure on the financial performance of Hotels in Uganda. It was guided by three specific objectives: to determine the effect of debt financing, to establish the effect of equity financing and to examine the relationship between capital structure and the financial performance of Hotels in Uganda.
A descriptive survey research design was adopted and a questionnaire was used as the main data collection method.
Findings revealed that there is a very strong positive relationship (r=0.885) between debt financing and financial performance and a very strong positive relationship of r=0. 868**, between retained earnings and financial performance. A positive moderate significant relationship between share capital and financial performance existed (r=.582**).
Results therefore reveal that Hotels that undertake appropriate levels of debt financing at early stage of investing when the hotel properties are increasing, enjoy high financial performance. More so, Hotels that retain much of the profits for re-investment, make funds readily available to them and avoid the dilemma of working capital shortages.
The current study therefore recommends that hotels should continue apportioning retained earnings to cover the highest share of capital structure since retained earnings contributes a higher value of Return on Assets and improve the financial performance. Besides, Hotels should use debt financing to reduce cost of capital and lower the Weighted Average Cost of Capital (WACC).
Key words; Capital Structure, Debt Financing, Retained Earnings, Share Capital
WORKING CAPITAL MANAGEMENT AND FINANCIAL PERFORMANCE OF GOVERNMENT CORPORATIONS IN UGANDA.
*Corresponding Author, Faculty of Business Administration& Management, Ndejje University.
Chanpara Fred1
Lule Simon2 And Milly Kwagala (Phd)3
ABSTRACT
The study investigated the relationship between working capital management and financial performance of government corporations in Uganda. It adopted the following objectives; to examine the relationship between cash management, to ascertain the relationship between debtor management, and to establish the relationship between inventory management and financial performance in public organisations.
Descriptive survey study design was espoused and the questionnaire and interview guide were used as data collection tools. A sample size of 36 employees was selected from a population of 40 employees. The study revealed a number of findings as follows; cash management has a moderate positive significant effect and accounts for 32.6%, debtor management has a moderate positive significant effect and accounts for 44.2% and inventory management has a strong positive significant effect and accounts for 58.3 % of the financial performance of the Corporation.
Results indicate that it was significant at p=0.001, very high positive coefficient of correlation (p = .830) between Working Capital Management and financial performance and Working Capital Management for 67% variance of financial performance. The study therefore recommends that government corporations should adopt the use of cash system than Accrual system in order to improve; cash flow shortfalls, increase revenues and cut spending.
Besides there is need to decrease the average collection period to manage the Accrual system effectively in order to avoid delay of payments by debtors and improve service delivery to the public in addition to having more inventory in stock to meet the demands of services by the public.
KEY WORDS: Cash Flow, Accrual System, Cash Management, Cash System.
CORPORATE GOVERNANCE PRACTICES AND REVENUE COLLECTION IN UGANDA.
*Corresponding Author, Faculty of Business Administration& Management, Ndejje University.
Tumwebaze Hildah1 and Annabella Oroma Asedri2
ABSTRACT
This study examined corporate governance practices and revenue collection in Uganda. It analysed the relationship between; board composition, audit committee, Chief Executive Officer’s attributes and revenue collection.
A descriptive survey design using a sample of 214 respondents was adopted. Simple random and purposive sampling techniques were used to select the respondents and data was collected using a well-designed structured questionnaire and interview guide.
Findings reveal that there is a positive relationship between board composition and revenue collection (r = 0.969, P<0.01). It was found out that audit committee establishment has got a positive correlation to revenue collection equal to 0.937 and the p-value is .000 which is less than 0.01. The study found out that the Chief Executive Officer’s attributes has a positive correlation to revenue collection equal to 0.897 and the p-value is .000 which is less than 0.01.
Results therefore reveal that there is a direct relationship among; board composition, audit committee, Chief Executive Officer’s attributes and revenue collection. Henceforth, it was recommended that revenue collection agencies should put in place proper board composition so as to allow effective decision making and supervision of the management.
Besides the Agencies should have an independent audit committee to enhance confidence in the organization and stakeholders on top of employing a Chief Executive Officer with unrivaled experience in corporate governance to effectively execute the affairs of the organization.
KEY WORDS: Board Composition, Audit Committee, Chief Executive Officer’s Attributes, Corporate Governance, Practices.
CONTRACT MANAGEMENT AND PROJECT PERFORMANCE MEASUREMENTS IN UGANDA;
*Corresponding Author, Faculty of Business Administration& Management, Ndejje University. Mukoova Joan1 and Mayanja Samuel Ssakajja (PhD)2
ABSTRACT
This study analyses contract management and project performance measurements in Uganda. Although, contract management and project performance measurements constitute of different variables that bring out the effectiveness and efficacy respectively, the study specifically focussed on examining the relationship between contract management and project performance measurements.
A comprehensive literature review was done in which the works of authors like Oluka and Basheka (2013), Banaitiene & Banaitis, 2012), Elsey, 2007 among others were used. A cross-sectional design was employed where both qualitative and quantitative methods were used in the study. The sample size was 213 respondents out of a total population of 472 respondents based on Krejecie and Morgan (1970) table for sample determination.
Data was collected using self-administered questionnaire as the main tool. Findings divulge that there is a strong positive relationship of r=0.588 between contract management and project performance measurements hence concluding that an improvement in contract management leads to an improvement in project performance measurements.
The current study therefore recommends the introduction of contract management training and certification for project managers and project team members to enhance project performance measurements in the energy sector at large.
Besides the capacity building should be done in partnership with institutions of higher learning to promote project management practice and strengthen linkages with industry players.
KEYWORDS: Contracts Management, Projects, Project performance Measurements.
SUPPLIER MANAGEMENT PRACTICES AND PROCUREMENT PERFORMANCE OF LOCAL GOVERNMENTS IN UGANDA.
*Corresponding Author, Faculty of Business Administration& Management, Ndejje University. Kyomugaso Emily 1 and Kiweewa Samuel2 ABSTRACT
The purpose of the study was to establish the relationship between supplier management practices on procurement performance. The following objectives were adopted by the study; to determine the effect of supplier selection practices, to evaluate the effect of supplier performance management practices and to assess the effect of supplier relationship management practices on procurement performance in local governments.
The study used a Correlation-Descriptive Survey research design and employed stratified, purposive and simple random sampling techniques to obtain a sample size of 48 respondents. Findings divulge that there is; a positive relationship between supplier management practices, a strong significant positive relationship between evaluation & selection (r=0.566, Sig=0.000).
The study further reveals that there was a weak positive relationship between Supplier Performance Management and procurement performance (r=0.649, Sig=0.000). More so, there was a moderate significant positive relationship between Supplier Relationship Management and procurement performance (r=0.475, Sig=0.000).
The study concluded that organizations that practice supplier management and relationship practices improve their supply chain performance. The study therefore recommends that local governments should begin sharing information with suppliers and reward suppliers who share timely information to reduce delivery time and quality issues.
KEY WORDS: Supplier management, Procurement performance, Local Government
INTERNAL CONTROL SYSTEM AND FINANCIAL ACCOUNTABILITY IN PUBLIC SECONDARY SCHOOLS IN UGANDA.
*Corresponding Author, Faculty of Business Administration& Management, Ndejje University.
Mulungi Susan1 & Lubega Iga2
ABSTRACT
The purpose of the study was to establish the relationship between internal control system and financial accountability in government aided secondary schools. The objectives were; to examine how internal control environment, to analyze how control activities influences, to assess the effect of monitoring and evaluation and to establish the relationship between internal control system and financial accountability in government aided secondary Schools.
The study adopted a Cross- Sectional Survey design with both qualitative and quantitative approaches. The study population was 100 out of which, a sample of 80 respondents was randomly selected. The study used Questionnaire and interview guide as the major data collection instruments. The findings revealed a strong positive and significant correlation between control environment and financial accountability (r= 0.664, p=0.000), a strong positive relationship between control activities and financial accountability (r= 0.671, p=0.000) and a low significant relationship between monitoring and evaluation and financial accountability. (r= 0424, p= 0.000).
Results therefore disclosed that control environment, control activities and monitoring and evaluation were significantly correlated factors to financial accountability. The study as result recommends that; government aided schools need to adopt and engage on-line activities, redesign and implement customized accounting packages to manage School resources.
KEY WORDS: Internal controls, control environment, control activities, monitoring & evaluation.
SKILLS DEVELOPMENT PROGRAMS AND EMPLOYEE PERFORMANCE IN LOCAL GOVERNMENTS IN UGANDA.
*Corresponding Author, Faculty of Business Administration& Management, Ndejje University.
Musinguzi Godfrey1 , Kyobe Godfrey2 and Milly Kwagala (PhD)3
ABSTRACT
The study examined the effect of skills development programs on employee performance in local governments. The study was guided by specific objectives as; to assess the influence of employee mentorship, to find out the relationship between training, to determine the effect of counseling & guidance on employee performance.
The study employed a descriptive survey research design and used questionnaire as the main data collection methods to discover the findings below; There was a moderate significant positive relationship between employee mentorship and employee performance (r=0.575, Sig=0.000). Employee mentorship explained 57.5% of variations in employee performance (Adjusted R-square =0.324).
There was a strong significant positive relationship between training and employee performance (r = 0.704, Sig=0.000). Training explained 70.4% of variations in employee performance (Adjusted R-square = 0.491). There was a moderate significant positive relationship between counseling and guidance and employee performance (r = 0.617, Sig = 0.000). Employee counseling and guidance explains 61.7% of variations in employee performance (Adjusted R-square = .375).
The study concludes that employee training had a very strong positive and statistically significant relationship with employee performance. In fact the more local governments improve skills development programs with mentorship strategies the more the chances to retain loyal and committed employees but to a smaller extent.
The study recommends that, local governments should explore career options, and clarify and obtain desired career goals. This will contribute intuitive and cognitive techniques and offers insights, guidance and support to help a person understand and manage varied career choices.
KEY WORDS: Mentorship, Skills Development, Training, counseling & guidance Employee Performance.
DYNAMIC CAPABILITIES AND PERFORMANCE OF SMALL AND MEDIUM ENTERPRISES (SMEs) IN UGANDA.
*Corresponding Author, Faculty of Business Administration& Management, Ndejje University. Namagembe Evelyn Gloria1 and Mugumya Disan2
ABSTRACT
The main aim of the study was to examine the effect of dynamic capabilities on performance of SMEs in Uganda. The specific objectives of the study were to; assess the effect of sensing capabilities, determine the influence of integration capabilities, to examine the relationship between reconfiguration capabilities and performance of SMEs.
The study adopted across-sectional survey design with an exploratory research approach to gather qualitative and quantitative data. The study population was 250, from which a sample of 152 respondents was randomly selected. The study used structured self-administered questionnaire for all the study respondents, and 12 in-depth key informant interviews were conducted.
Results revealed that sensing capabilities, integration capabilities and reconfiguration capabilities were significantly correlated to performance of SMEs in Uganda. They had associative significant predictive relationships as follows; sensing capabilities and performance of SMEs (r=0.820**; p=0.000; Adjusted R-square=0.665); integration capabilities and performance of SMEs (r=0.777***; p=0.000; Adjusted R-square=0.596**); Reconfiguration capabilities and performance of SMEs (r=0.895**; P= 0.000; Adjusted R-Square=0.796). In conclusion dynamic capabilities influences performance of SMEs.
All the three aspects of dynamic capabilities are predicators of performance of SMEs. The study recommends that SMEs should carryout environmental scanning so as to initiate some new products which are relevant to the market, to adopt the new ideas obtained from the feedback given by the customers and redeploy competent personnel and systems which can help the business in diversify production and hence enhancing performance.
KEY WORDS: Sensing capabilities, Integration capabilities, Reconfiguration capabilities
COST OF QUALITY AND PRODUCTIVITY IN BEVERAGE MANUFACTURING ORGANIZATIONS IN UGANDA.

*Corresponding Author, Faculty of Business Administration& Management, Ndejje University. Nsubuga Samuel 1 and Byarugaba Jotham(PhD)2
ABSTRACT
The study examined the influence of cost of quality on productivity of beverage companies in Uganda. It was guided by specific objectives as follows; to establish the relationship between appraisal costs ̧ to assess the relationship between prevention costs and to investigate the relationship between internal failure costs and to ascertain the relationship between external failure costs and productivity.
The study used descriptive survey research design, with a questionnaire as the main data collection method. Findings revealed a moderate significant positive relationship between appraisal costs and productivity (r = 0.547** Sig = 0.000≤ 0.01) and Adjusted R-square = 0.293; a strong significant positive relationship between prevention costs and productivity (r = 0.677** Sig=0.000≤ 0.05) and adjusted R-Square value of 0.454; a strong significant positive relationship between internal failure costs and productivity with (r=0.689**Sig. 0.000≤ 0.05) adjusted R-Square value of 0.470; a significant relationship between external failure costs and productivity(r=0.482**Sig. 0.000≤ 0.05) and adjusted R-Square value of 0.225.
Results tell that all aspects of cost of quality (External failure costs, Preventive Costs, Internal Failure Costs and Appraisal Costs) reflect 48.8% influences on productivity.
The study hence recommends that costs incurred to remedy defects should be discovered internally before the product or service is delivered to the customer; making every unit of production expensive against a static market price.
KEY WORDS: Cost of Quality, Productivity, Appraisal Costs, Prevention Costs, Internal Failure Costs and External Failure Costs.
THE EFFECT OF CONTRACTORS’ COMPETENCE ON PROJECT SUCCESS IN SELECTED ENGINEERING FIRMS IN UGANDA.
*Corresponding Author, Faculty of Business Administration& Management, Ndejje University. Lubega Philip1 and Mrs. Ritah Kakande Baziwe2 ABSTRACT

This study discusses the effect of contractor competence on project success in engineering firms in Uganda using a case of selected engineering firms in Kampala District. Although there are various components of contractor competence such as technical competence, financial stability and past experience.
The current study specifically focused on technical competence and it assessed its influence on project success. The study conducted a comprehensive literature review in which the works of principle authors such as; Ahadzie et al, Faridi & El-Sayegh, and Love & Li were cited. It employed a cross sectional and descriptive research design. Self-administered questionnaire were used to collect data from a sample size of 107 respondents. The data collected was analyzed using the statistical package for social scientists (SPSS).
The study results show that there is a strong positive correlation between technical competence and project success (r=0.799**) thereby concluding that, the effectiveness of technical competence enables engineering firms to effectively enable project success in Uganda. As a result, the study recommends that contractors should realize that qualified and skilled staff are necessary to successfully deliver their project, contractors should ensure the adequacy of labor and plant resources during construction to successfully complete a project, stakeholders are recommended to select a contractor who has the requisite experience from a similar project to ensure a successful project.
KEYWORDS: Contractors’ Competence, Technical Competence, Finance Competence, Project Success.
CONTRACT MANAGEMENT AND SERVICE DELIVERY IN LOCAL GOVERNMENTS OF UGANDA.
*Corresponding Author, Faculty of Business Administration& Management, Ndejje University. Mpwerirwe Pison1 and Bakabulindi Andrew2
ABSTRACT
The study examined the effect of contract management on service delivery. It was guided by three objectives- to assess the effect of contract; planning, monitoring and completion on service delivery.
Using a descriptive and cross sectional research designs and questionnaire as data collection method, the findings were as below; the relationship between contract planning and service delivery was moderate. The adjusted R-square of 0.254, implied that contract planning contributed 25.4% effect on service delivery.
Furthermore, the relationship between contract monitoring and service delivery was weak and the adjusted R-square of 0.221 implied that contract monitoring contributed only 22.1% effects on service delivery. Finally, the relationship between contract completion and service delivery was moderate. The adjusted R-square of 0.400 implied that contract completion contributed 40% effects on service delivery in local governments.
Based on findings, the study recommended that district local governments should clearly state contract requirements and performance goals to reduce the potential for poor Service Delivery. Besides, Contingency Plans should be implemented to deal with risk interruption of services when vendors default on the obligations and may pay additional costs for taking back services.

KEY WORDS: Contact Requirements, Performance Goals, Contingency Plan, Service Delivery.
SERVICE QUALITY AND CUSTOMER LOYALTY IN UGANDA. *
Corresponding Author, Faculty of Business Administration& Management, Ndejje University. Tenywa Grace John1 and Oroma Annabella Asedri2
ABSTRACT
The study examined the relationship between service quality and customer loyalty in telecommunication companies in Uganda. It established the relationship among; responsiveness, empathy, tangibility, assurance and customer loyalty.
The study adopted both descriptive and cross sectional survey research designs using both qualitative and quantitative approaches. The study population was 200 respondents out of which a sample of 127 respondents and a response rate of 90.9%. Questionnaire and interview guide were used as data collection methods.
The results of the study revealed a strong positive and significant correlation between reliability and customer loyalty (r= 0.714, p=0.000), a strong positive relationship between Responsiveness and customer loyalty (r= 0.610, p=0.000), a strong positive significant relationship between empathy and customer loyalty (r= 0.659, p= 0.000) , a weak significant relationship between tangibility and customer loyalty (r= 0.426, p= 0.000), and a very strong significant associative relationship between assurance and customer loyalty (r= 0.824, p= 0.000).
Therefore, the results of the study significantly revealed that reliability, responsiveness, empathy, tangibility and assurance positively contribute to improved customer loyalty. Hence, recommended that companies and most especially telecommunication companies should improve the reliability of services to the customers.
Key words: Service Quality, Customer Loyalty and Telecommunication Companies
PRODUCT QUALITY AND CUSTOMER SATISFACTION IN THE BOTTLING COMPANIES IN UGANDA;
*Corresponding Author, Faculty of Business Administration& Management, Ndejje University. Mutsinzi Kali 1 , Nazarious Rukanyangira 2 and Milly Kwagala3
ABSTRACT
The main aim of the study was to examine the relationship between product quality and customer satisfaction. The study considered three specific objectives as listed; to establish the relationship between Conformance and Customer Satisfaction, to determine the relationship between Aesthetics and Customer Satisfaction and to establish the relationship between Perceived Quality and Customer Satisfaction.
The study adopted a cross sectional research design combined with both descriptive and analytical methods; both qualitative and quantitative methods of data collection was employed to gather data. The study population was 300, and a sample size of 174 respondents were randomly selected. Questionnaires and Interview guides were used as data collection instruments. Conformance had a moderate positive relationship with customer satisfaction (r =0.697, P-Value 0.000); Aesthetics also had a moderate positive relationship with customer satisfaction (r = 0.564, P=Value = 0.000) and Perceived quality had a moderate positive relationship towards customer satisfaction (r =0.731, P-Value =0.000).
Results divulge that product Quality is a predictor of Customer satisfaction. It was recommended that effective communication between management and customers should be enhanced; besides the water bottle should be re-designed.
KEY WORDS: Product Quality, Perceived Quality, Customer Satisfaction, Aesthetics, Conformance.
WATER PRICING AND CUSTOMER SATISFACTION OF NATIONAL WATER & SEWARAGE CORPORATION IN UGANDA.
*Corresponding Author, Faculty of Business Administration& Management, Ndejje University. Ebenezer Kiremire Nahabwe 1 , Nazarious Rukanyangira 2 , Oroma Annabella Asedri3
ABSTRACT
The purpose of the study was to determine the effect of water pricing on customer satisfaction. The study specifically focused on; effect of Water tariff on the customer satisfaction, the relationship between water affordability and customer satisfaction and effect of water distribution costs on customer satisfaction.
The study employed a cross sectional survey design involving both qualitative and quantitative approaches. Questionnaires and an interview guide were used to collect data from the field. The sample size was determined using the table which was developed by Krejcie & Morgan (1970) for determining the sample of a given population.
Data was analyzed using SPSS and presented in form of tables showing frequencies, percentages, means, standard deviations, correlations and regressions. The study findings show that; water affordability influence customer satisfaction, the price of water is high to customers but water companies are committed to provide Quality Water and Sewerage Services to customers in collaboration with other stakeholders in an efficient and cost effective manner.
The current study concludes that, increasing Water tariffs results into decrease in customer satisfaction, considering the Pearson product-moment correlation coefficient of r = -0.04. The study therefore recommends that, there is a need for Water supply organisations to reduce on the water connection charges in order to serve the clients fairly.
KEY WORDS: Water Tariffs, Affordability, Water Distribution Costs, Customer Satisfaction.
AN ASSESSMENT OF BRAND EQUITY ON CUSTOMER SATISFACTION IN THE TELECOM INDUSTRY IN UGANDA.
*Corresponding Author, Faculty of Business Administration& Management, Ndejje University. Ntare Richard1 , Nazarious Rukanyangira (Phd)2 , Oroma Annabella Asedri3
ABSTRACT
The study examined the relationship between brand equity on customer satisfaction in the Telecom Industry in Uganda. The specific objectives of study were to, to examine the relationship between brand awareness and customer satisfaction, to find out the role of brand association plays in enhancing customer satisfaction and to assess the effect of brand loyalty on customer satisfaction.
A sample size of 194 respondents was selected from a population of 280 subjects. The findings on brand awareness and customer satisfaction of a significant positive relationship r= 0.403. The findings on brand association and customer satisfaction revealed a significant positive relationship of r= 0.572. The findings on brand loyalty and customer satisfaction revealed a significant relationship of r= 0.564. Results therefore, revealed that brand equity has a moderate relationship between brand Equity in form of brand association and brand loyalty would result in significant increase in customer satisfaction.
The current study therefore recommends that telecommunication firms must improve branding association activities while strengthening the customer service activities in order to maximize/optimize customer satisfaction. Besides, Organizations must strive to improve on the brand equity since it affects the customer satisfaction of the company.
KEY WORDS: Brand Equity, Customer satisfaction, Telecom industry.