Browsing by Author "Namuli, Josephine"

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    Contract management and operational performance of the road construction sector in Uganda: Evidence from the Uganda National Roads Authority
    (Centre for Research Implications and Practice, 2023) Muheesi, Alex; Kasenge, Martin; Ssebagala, Cyprian; Namuli, Josephine
    The study examined the effect of contract management on operational performance of the road construction sector in Uganda, a case of the Uganda National Roads Authority (UNRA) paying attention to three objectives: to examine the effect of contract administration; relationship management and contract monitoring on operational performance of UNRA. A cross sectional research design was used on a sample of 108 participants from whom questionnaires were used to collect data. SPSS (version 25) was adopted to process data while analysis was done through descriptive and inferential statistics. Findings revealed that all tenets of contract management studied are positively related to operational performance (contract administration: r = 0.53; p < 0.01, relationship management: r = 0.644; p < 0.01 and contract monitoring: r = 0.469; p <0.01). Results revealed that contract management explains 41.3% of the variation in operational performance of UNRA and that contract administration, relationship management and contract monitoring have a positive effect on operational performance with net contributions of 42%, 34.7% and 24.6% respectively. The researchers conclude that contract management positively predicts operational performance. The researchers recommend that the authorities at UNRA should pay keen attention to all dimensions of contract management adopted in the study since they all positively relate with and equally positively influence operational performance of the organization. By doing so, any occurrences that would jeopardize smooth flow of activities and works will be eliminated, hence harnessing operational efficiency.
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    Life insurance service-quality and customer satisfaction in the life insurance industry in Uganda: a case of UAP Old Mutual Life Assurance Uganda Limited
    (Technoscience Academy, 2024-07-26) Kilameri, Ivan; Segawa, Edward Katumba; Namuli, Josephine
    The purpose of this paper was to assess the effect of life insurance service quality on customer satisfaction in the life insurance industry in Uganda. UAP Old Mutual Life Uganda Limited was used as a case since it registered the highest number of customer complaints amongst the life insurance companies over the period 2017-2019 according to the Insurance Regulatory Authority Annual Insurance Market Report of 2019. Study Design: The paper adopted a cross-sectional field survey design employing mixed methods approaches in collecting and analyzing data. Methodology: Primary data was collected from 317 life insurance policy holders and 30 staff of UAP, both descriptive and inferential statistics were generated. Findings: The findings indicated that life insurance service quality has a positive effect on customer satisfaction (R-square value of 0.670). Therefore assurance, reliability, and responsiveness of a life insurance service are paramount in explaining customer satisfaction of the policyholders. Conclusion: UAP and other life insurance companies ought to pay attention to timely customer claim settlement, ensure compliance with the industry claim settlement guidelines, prompt handling of complaints, increase staffing for its technical areas, implement the annual training program for agents in order to avoid miss-selling and reward professional staff who meet customer expectations. In this way customer satisfaction will be guaranteed.