Browsing by Author "Nyakahuma, Charles"

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Enhancing service quality of the hospitality industry in Uganda through organizational learning
(SAS Publishers, India, 2019-02-25) Muheebwa, Florence Prescah; Mbabazi, Grace Mary; Nyakahuma, Charles; Rubalema, Alex; Nansamba, Hadijah
The hospitality industry has focused attention on services and the delivery of quality services to customers. The conception that organizational learning influences service quality has expanded extensive recognition in both academic circles and managerial practices. Consequently, the purpose of the study was to establish the relationship between organizational learning and service quality. This research was survey-based, whereby primary data was collected with the use of a questionnaire. Data collected included dimensions of organizational learning (Information acquisition, Information interpretation, Information sharing, Information quality and Behavior and cognitive changes) and dimensions of service quality (Tangibles, Reliability, Responsiveness, Assurance and Empathy). The sample comprised of 120 employees from the hospitality organizations in Kampala, Uganda’s capital city where the head offices of these organizations are located. Simple random sampling was used to select respondents. 120 questionnaires were distributed to targeted managerial staff in the hospitality organizations in Kampala. 105 completed questionnaires were returned. However, 2 of the returned questionnaires had missing data and were discarded from analysis. As a result, 85.8% (103/ 120) of questionnaires were used in the analysis. Descriptive statistical analysis, correlation and multiple regression analysis was employed to establish the relationship between organizational learning and service quality. The overall findings revealed that organizational learning had a strong positive relationship on service quality levels within selected hospitality organizations in Kampala Uganda.
Total quality management and customer satisfaction at Roofings Uganda Limited, Kampala, Uganda
(SAS Publishers (Scholars Academic and Scientific Publishers), 2018-07-30) Byabashaija, Deusdedit; Muheebwa, Prescah Florence; Mbyemeire, Patrick; Nansamba, Hadijah; Aheebwa, Christopher; Mubehamwe, Janan; Kagambe, Edmond; Kwesiga, Maximus; Nyakahuma, Charles; Basemera, Doreen; Rubalema, Alex; Muhangi, W.Bernard; Gimaddu, Esther
The study sought to examine the role of Total Quality Management on Customer Satisfaction at Roofings Uganda Limited in Kampala District. A cross- section survey design, using quantitative and qualitative approaches was adapted to capture respondents’ views, attitudes and opinions on the topic under study. A close ended questionnaire and an interview guide were used as research instruments to source for information. Whereas interview guide was used to elicit qualitative data, the questionnaire obtained quantitative data. The study population comprised of 290 people who included customers, managers and customer interface staff at Roofings Uganda Limited, utilizing a sample size of 165 respondents who were selected using a table developed by Morgan and Kreijcie (1970) and also utilizing purposive, convenient and simple random sampling techniques. The study findings revealed that Total Quality Management has a positive relationship with customer satisfaction. Therefore, based on the findings, this study recommends that organizations should invest a lot in Total Quality Management, motivation of staff, employees training, mentoring of human resources and sensitization of all stakeholders on quality output as a strategy to enhance customer satisfaction.
Total quality management as a strategy for competitive advantage for small and medium size enterprises in Kampala District, Uganda
(SAS Publishers (Scholars Academic and Scientific Publishers), 2018-11-30) Muheebwa, Florence Prescah; Nyakahuma, Charles; Mawenu, Robert; Mbabazi, Grace; Rubalema, Alex
The purpose of this research was to analyze the influence of Total Quality Management (TQM) on competitive advantage of Small and Medium Enterprises (SMEs) in Kampala District, Uganda. This study was undertaken using a questionnaire survey where SMEs in Kampala district contend to embrace TQM practices in their administration as a strategy for competitive advantage were interrogated. Out of 112 firms, 96 were investigated. Respondents comprised one manager and one employee in each of these SMEs. Reliability of all the variables was tested using Cronbach’s alpha (α). Reliability for particularly TQM was established to be at α=0.92. Results deduced that effective implementation of TQM is a potential strategy for competitive advantage to SMEs. Results established that there exists a correlation between total quality factors and competitive advantage. Results inferred from the questionnaire survey is that the small and medium scale enterprises in Kampala are trying cope with new quality management practices to increase the productivity. From the findings, the study recommends that SMEs should establish quality management systems and improve on their quality management programs to ensure effective TQM implementation and for the overall success of the company.