QUALITY PRACTICES AND SERVICE DELIVERY IN TELECOM COMPANIES IN UGANDA: Apedel Kenneth ̧ Milly Kwagala Oidu (PhD), Mugumya Disan, Oroma Annabella Asedri and Kyobe Godfrey, Namayanja Rehmah, Kaggwa Charles.



Recent studies carried out on the relationship between quality practices and service delivery show that customers still perceive a difference in the quality of services the telecom companies offer. The study sought to examine how quality practices; reliability, assurance and accessibility affect service delivery in telecom companies in Uganda. The study adopted a descriptive research design with respondents randomly selected and a self- administered questionnaire was used to collect data that was analyzed through descriptive and inferential statistics. In-depth key informant interviews were conducted to capture qualitative data. The findings revealed that all the three constructs of the independent variable had positive associative significant relationship with service delivery: reliability and service delivery (r=0.705, Sig=0.000) and adjusted R-square of 0.495, assurance and service delivery (r=0.673, Sig=0.000) and adjusted R-square of 0.451, accessibility and Service delivery (r=0.643**, Sig=0.000) and adjusted R-square = 0.411. It was concluded that quality practices are predictor of service delivery in Telecom Companies. Telecom companies ought to carry out continuous on-job and off-job training to Call Center Agents specifically to equip them with communication skills, customer complaints handling skills and to improve service interaction between the clients and agents, hence, effective approaches to service delivery.

CONTRACTORS’ COMPETENCE AND PROJECT SUCCESS IN ENGINEERING FIRMS IN UGANDA: (Philip Lubega; Rita Kakande Baziwe, Disan Mugumya, Milly Kwagala Oidu (PhD), Kyobe Godfrey and Kaggwa Charles.



The research reviewed the recent trend in contractors’ competence of engineering firms involved in construction of Government projects in Uganda which affect their success. Many projects still encounter considerable time and cost over-runs, resulting in failure to meet the intended benefits of the public and many are terminated or abandoned before their completion. The study sought to answer the question: How does contractors’ competence affect construction projects success? Three constructs were developed; technical ability, financial stability and past experience were studied using a cross-sectional survey design from a target population of 119 on a derived sample of 107.
Findings indicated that the three constructs were predictor of construction projects’ success. The study reflects that most contractors do not have enough finance to implement the projects which is not detected during the bidding process.
Authorities need to investigate contractors’ past performance to ensure successful delivery of projects since those who complete successfully are more likely to achieve targets in the future.
It is evident from the study that contracting bodies should investigate contractors’ past performance by carrying out thorough due diligence to ensure successful delivery of the construction projects and contractors should ensure the standard of workmanship and conformance to specifications during construction.