Volume 4, Issue 2, October 2013, Pages 413–423
Ibrahim Abaasi Musenze1, John C. Munene2, and Joseph M. Ntayi3
1 Makerere University and Lecturer, Busoga University, Iganga, Uganda
2 Makerere University Business School, Makerere University, Kampala, Uganda
3 Makerere University Business School, Makerere University, Kampala, Uganda
Original language: English
Copyright © 2013 ISSR Journals. This is an open access article distributed under the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
This study examined the relationship between communication practices (formal and informal) and quality service delivery in Uganda's local Governments. The study findings are derived from a sample of 212 Local Governments in Uganda. Service delivery recipients - Heads of department and sectors comprised the unit of inquiry whose responses were aggregated to Local Government level, which formed the unit of analysis. Questionnaires were used to collect data from the respondents. Data analysis involved running correlations and regressing communication practices (formal and informal) on quality service delivery. The findings revealed that both formal and informal communication practices positively and significantly predicted quality service delivery in Uganda's Local Governments. The major study implication is that Local Government authorities need to focus and reform communication practices for delivery of quality services to the people. The study was however, limited by the fact that it relied only on cross-sectional research design and only utilised a single methodological approach. The study offers empirical evidence on the sparsely investigated public sector. The evidence indicates the immense role of both formal and informal communication practices on quality service delivery in the Uganda's Local Governments.
Author Keywords: Informal Communication, Formal Communication, Local Government Structure, Public Sector, Quality Service.
Ibrahim Abaasi Musenze1, John C. Munene2, and Joseph M. Ntayi3
1 Makerere University and Lecturer, Busoga University, Iganga, Uganda
2 Makerere University Business School, Makerere University, Kampala, Uganda
3 Makerere University Business School, Makerere University, Kampala, Uganda
Original language: English
Copyright © 2013 ISSR Journals. This is an open access article distributed under the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
Abstract
This study examined the relationship between communication practices (formal and informal) and quality service delivery in Uganda's local Governments. The study findings are derived from a sample of 212 Local Governments in Uganda. Service delivery recipients - Heads of department and sectors comprised the unit of inquiry whose responses were aggregated to Local Government level, which formed the unit of analysis. Questionnaires were used to collect data from the respondents. Data analysis involved running correlations and regressing communication practices (formal and informal) on quality service delivery. The findings revealed that both formal and informal communication practices positively and significantly predicted quality service delivery in Uganda's Local Governments. The major study implication is that Local Government authorities need to focus and reform communication practices for delivery of quality services to the people. The study was however, limited by the fact that it relied only on cross-sectional research design and only utilised a single methodological approach. The study offers empirical evidence on the sparsely investigated public sector. The evidence indicates the immense role of both formal and informal communication practices on quality service delivery in the Uganda's Local Governments.
Author Keywords: Informal Communication, Formal Communication, Local Government Structure, Public Sector, Quality Service.
How to Cite this Article
Ibrahim Abaasi Musenze, John C. Munene, and Joseph M. Ntayi, “Communication Practices and Quality Service Delivery Tradition: Uganda's Local Government Perspective,” International Journal of Innovation and Applied Studies, vol. 4, no. 2, pp. 413–423, October 2013.
