UMU Institutional Repository
The Uganda Martyrs University Institutional Repository (UMU-IR) preserves research output from the Uganda Martyrs University community
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- Uganda Martyrs University book series and book chapters by staff and students
- Proceedings of conferences held at Uganda Martyrs University and conference presentations by students and staff outside the University
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The silent noise in business management: people, finance, technology and customer issues
(Uganda Martyrs University Press, 2024) Mary Maurice Nalwoga Mukokoma (ed.)
The book serves as a beacon, igniting our inmate curiosity and fostering a continuous quest for knowledge that transcends generations. It sheds light on the concept of the "silent noise", those inconspicuous but persistent challenges that, if left unaddressed, have the potential to wreak havoc on an organisation, often evading detection by many.
These challenges, ranging from entrepreneurial alertness to talent management, demotivation, financial stewardship, customer satisfaction, and marketing are meticulously discussed in the pages of this work. By shining a spotlight on these oft-neglected areas, the book provides invaluable insights, urging readers to confront and conquer the silent noise before it amplifies into a cacophony, threatening the very foundation of their endeavours.
Entrepreneurial alertness, Talent management, Demotivation, Financial stewardship, Customer satisfaction, Marketing
Service providers and sustainable service marketing in higher institutions of learning
(Uganda Martyrs University Press, 2024) Tebitendwa, Anthony; Ssebagala, Cyprian
A service is understood as any act or performance which one party offers to another that is intangible and does not result in the ownership of something (Michael, 2003). Soares (2014) defined service as separately identifiable, intangible activities that provide want satisfaction when marketed to consumers and/ or industrial users; and which are noticed to the sale of a product or another service. These definitions are referring to the nature of education services, which are purely intangible and do not result in ownership of any physical product. In this modern business environment, in order to create awareness of the available goods and services, and to create a competitive advantage, effective marketing strategies are becoming essential for most of the tangible and intangible product companies (Sharma, Kant & Syan, 2021). Since education is a service, which is intangible in nature, it requires the use of effective marketing plans rather than just promotional activities as observed in many Ugandan Higher Institutions of Learning (HIL), engaging in media advertising, special event sponsorship, public noticeboards, and public speaking, among others. The emerging question here is what are the sustainable service marketing tactics higher education institutions can employ?
Service quality and student satisfaction: a “silent noise” in University management
(Uganda Martyrs University Press, 2024) Mukokoma, Maurice Mary; Mwebesa, Robert
Student satisfaction should be top on the agenda in the operations of any University because students are key stakeholders in the success of such institutions. As pointed out by Teerovengadum et al. (2019), one of the factors influencing student’s satisfaction is service quality. In this chapter, service quality is viewed in the context of the disconfirmation paradigm where a comparison is made between service quality expectations and the actual service offered. Student satisfaction on the other hand is defined as the students’ perceptual appraisal of the services offered by the University. Commonly, students form service expectations from past encounters with the institution. These formed expectations are then compared to the experiences undergone with a particular service experience. The belief is that when students’ expectations are met, they are likely to be satisfied. This chapter presents the background to and theories that underpin service quality and student satisfaction. Also, empirical studies on the service quality gap and the effect of service quality on student satisfaction are discussed. Additionally, the methodology, study findings, discussions and study implications have been analysed.
Technological advances and organisation management: a critical perspective
(Uganda Martyrs University Press, 2024) Nakitende, G. Marie
Information technology plays a fundamental role in organisational management. Appel (2015) shows that investing in information technologies helps organisations to achieve their strategic goals. The impact of information technology has been studied by several researchers (Bradley et al., 2016; Cliton, 2011). The key developments in technology are recognised in three different eras, namely: the agricultural era, the industrial era, and the digital era. This chapter focuses on the digital era. This era is built on an infrastructure comprised of information and communication technologies. Information technology (IT) helps people do things better and faster than in the past decades, Bradley et al. 2(016) indicate that information technology enables managers to develop their capabilities. Capability on this context, refers to management’s ability to build, integrate, and move an organisation to respond effectively to the changes, be ahead of the market, and remain competitive. In other words, given the rapid advances and increased use of technology, we need to know how advanced technologies have changed our lives, work, and the management of organisations. The researchers show that integrating new technologies into strategic processes changes business operations, processes and services (Matt et al., 2015; Hess et al., 2016). This chapter explores the evolution of information technology, its progress, direction, and implications to organisation management. Data was collected through a systematic literature review from academic journals and business reports. The chapter discusses the effects of information technology in relation to workplace, management, and organisation at large. It also highlights the challenges arising from technology development and thus provide basic strategies organisations can use to address their issues.
Financial Literacy: stuck in the “earn-spend cycle?”
(Uganda Martyrs University Press, 2024) Mukokoma, Nalwoga Maurice Mary
People’s financial behaviour is usually reflected in their spending conduct and many people, for instance in Uganda, are stuck in the “earn-spend cycle” (Mpara, Saina & Kaskei, 2021). In this chapter, the “earn-spend cycle” phrase describes people who spend money without due regard to a budget, have a low propensity to save, spend without any concern about wants and needs, have challenges with managing loans and have no or sketchy financial retirement plans. This chapter is intended to inspire people to move out of the “earn-spend cycle” by developing and nurturing appropriate financial management behaviour.