ORGANIZATIONAL FACTORS AFFECTING SERVICE DELIVERY AT THE COLLEGE

OF COMPUTING AND INFORMATION SCINECE (CoCIS), MAKERERE

UNIVERSITY, KAMPALA – UGANDA

1.0 Introduction

This chapter will focus on the following: the background of the study, the statement of the

problem, purpose of the study, objectives of the study, research questions, significance of the

Study, scope of the study, conceptual framework and definition of terms.

1.2 Background of the Study

Service delivery is perceived as a set of activities performed by an organization that aims at

creating value, which includes specific services, economic activities, performance to consumers

as well as other organizational activities that are part of the value creation process such as

leadership and management styles, structure of operations, organization cultures, consumer

relationship initiatives, etc. (Edvardsson, 2005).

Consumer service involves meeting consumer needs and expectations in such a way that these

consumers will have a memorable experience and will opt to come back and even talk to others

about the organization services and products. It is important for organizations in the current

competitive environment to understand the value of their consumers, as they are key to the

business future growth. This should motivate organizations to find ways to capture, attract and

maintain their consumer’s loyalty. Organizations should understand the wants and needs of their

target consumers and make sure that the delivery of these wants and needs is in an efficient and

effective manner so as to satisfy the consumer targeted (Maxhand and Plowman, 2012).

The quality of consumer service determines the level of success for any organization. The

proximity of the organization to the consumers is important, as the consumers are usually the
best source of information. A consumer’s view of the organization service quality is an important

thing as this view can be perceived as the organization’s actual quality which can be measured

against the organization’s specifications of their products and services. When quality service is

given to a consumer, then the consumer becomes happy. This translates to more consumer

loyalty and more repeated visits. Delighted consumers act as the organizations best sale people

as they continue spreading the word to other son how they received the best quality service from

the firm (Maxhand & Plowaman, 2012). The ability of the organization to meet the service time

requirement is directly related to the typical consumer satisfaction index. When consumers spend

too much time on something they feel would have taken less time, they are dissatisfied with the

service offered. Thus consumer service quality should be perceived both subjectively and

objectively (Blummberg, 2011).

Consumer service is an important concept that is slowly taking root in Uganda. There have been

notable changes in the education technologies, which have made the education industry as one of

the fore front in technology expertise. This has led to better consumer service to their consumers

and the general public. Service delivery depends in part on quality consumer service. The quality

of services offered by collage can be improved if the collage meets the needs of its students.

Excellent consumer service enables organization to achieve many benefits for themselves and

their consumers. Organizations that emphasis on excellent consumer service can be assured that

word of mouth can offer them a way to increase their consumers compared to other marketing

ways such as advertising. Consumers who are dissatisfied can damage the company’s reputation

and keep new consumers away (Caryforth, Rawlison and Weld, 2013). Organizations in the

world focus on the consumer as the most focal point for the success of the organization. A
consumer can be defined as a person who buys goods and services for their own use or to sell to

someone else (Lesley and Faure, 2012).

The government of Uganda through the ministry of education has made several attempts at

organizational and structural reforms in the education service since 2003. This included the

improvement of workers welfare, enhancing the education policing, improving quick response to

challenges, recruitment of qualified staff and faculties and among others. Reports and actions of

the office holders indicated there were serious conflicts between the offices and that nothing

meaningful had been achieved beyond legislation and recruitment of office holders (Amnesty

International, 2017).

1.2 Statement of the Problem

The Government has been carrying on education reforms over the past years focusing on

harmonizing pay benefits; putting in place intervention to enhance efficiency in the service

delivery. Despite the reforms in the education service, the gains from staff reduction earlier

envisaged, including productivity, improvement and better service delivery, have remained

elusive in the college of Computing and Information Science (CoCIS), Makerere University

(Edvardsson, 2005). Service delivery is affected by various factors such as staff training,

employee motivation among other factors (Luis and Joana, 2005). It is therefore the intention of

this study to find the extent of the impact of these factors on service delivery in the college of

Computing and Information Science (CoCIS), Makerere University.

1.3 Objectives of the study

The general objective in this study is to assess the effects of organizational factors on the service

delivery in the college of Computing and Information Science (CoCIS), Makerere University.
1.3.1 Specific Objectives

In order to address the research problem, the study will be guided by three specific objectives.

1. To determine the effect of staff training on service delivery in in the college of Computing and

Information Science (CoCIS), Makerere University

2. To establish the effects of employee motivation on service delivery in in the college of

Computing and Information Science (CoCIS), Makerere University

3. To examine the effects of technology on service delivery in the college of Computing and

Information Science (CoCIS), Makerere University

Conceptual Framework

Independent Variable Dependent Variable

Organizational Factors
Staff Training Service Delivery
Employee Motivation Time
Technology Service quality

Intervening Variables
Political Market imperfection
Policy Incoherence

Figure 1: Conceptual Framework