3.

8 Data collection instrument

The data collection instrument for this study shall be questionnaires. This is chosen because it is
the most appropriate tool for collecting large sample of data. Questionnaires have advantages
over some other types of data collection tools in that they are cheap, do not require as much
effort from the questioner as verbal or telephone surveys do, and often have standardized
answers that make it simple to compile large data (Thanos, Debas & Ara, 2010).

3.9 Data Quality Control

3.9.1 Validity
This means the legitimacy of the questionnaire (can it get the information you want?). The
validity of the instrument shall be obtained through the development of the scales with the help
of experts in the field of research to determine the degree to which elements of the questionnaire
to be used are relevant and representative of the targeted variables.

3.9.2 Reliability
This means the level of dependability (can you trust it to get the data you want?). Reliability of
the questionnaire shall be improved through pre-testing of pilot samples of some questionnaires;
this shall help rephrase some questions which could sound or appear ambiguous in meanings.

This shall be obtained using Cronbach (1951) alpha coefficient value which shall be computed to
show how reliable the data is using Statistical Package for Social Scientists (SPSS). Higher alpha
values (0.70 or higher) shall be preferred.
APPENDIX I

QUESTIONNAIRE

SCHOOL OF GRADUATE STUDIES AND RESEARCH OF UGANDA MANAGEMENT

INSTITUTE-UMI

Dear respondents;

We are currently conducting master‘s Research entitled: “The Impact of Management

Practices on the Quality of Services at Motor Vehicle Garages in Kampala City”. The
purpose of the study was to fulfill the partial requirement to accomplish a Post Graduate
Diploma in Project Planning and Management of Uganda Management Institute. To this effect,
this semi-structured questionnaire is designed to collect pertinent information relating to the
topic.

Dear respondents, the quality of this research is very much dependent up on the data you may
provide. Indeed, the research and data collected is to be used only for academic purpose and will
be kept confidential.

Thank You in advance!

PART A: BIO DATA

1. Name of your Motor vehicle garage (Optional) ……………………………………

2. Please indicate your designation (E.g Director, Manager, etc)……………………………
3. Number of years you have been or worked at this Motor vehicle garage ……………years
4. Please indicate your Gender (Sex)by inserting a Tick in the box
(a) Male (b) Female
5. Please indicate by Ticking in a box, how long has your garage been in existence?
1-5 years 6-10 years 11-15 years above 16years
PART B: A TOOL TO DETERMINE LEVEL OF AND IMPACT OF MANAGEMENT
PRACTICES AND SERVICE DELIVERY IN MOTOR VEHICLE GARAGES

Direction: The following items indicate the extent and impact of service delivery in the Motor
Vehicle garage. Please show your rating on the levels of managerial or management practices in
the Motor vehicle garages, with respect to your garage on each of these items. Kindly used the
scoring system below;

Rating Response Mode Description

5 Strongly Agree You agree with no doubt at all
4 Agree You agree with some doubt
3 Undecided You are not sure, hence neutral
2 Disagree You disagree with some doubt
1 Strongly disagree You disagree with no doubt at all

SECTION A: Managerial Practices

Ratings of the Extent that a Worker apply managerial practices for Quality Service
Delivery at the Motor vehicle garage

SD= Strongly Disagree, D= Disagree, U=Undecided, A= Agree, SD= Strongly Agree

S/No Managerial practices and abilities SD D U A SA

1 2 3 4 5
1 Ability to work collaboratively and exhibiting team-
spirit.
2 Ability to inspire team-mates to superior
Performance
3 Ability to delegate work to team Members
4 Ability to deal with all administrative procedures
such as ensuring that time sheets are given in
on time
5 Ability to communicate ideas to justify position
6 Ability to persuade and convince others
7 Ability to responsibly challenge existing procedures
8 Ability to keep track of records and customers
movement so that communication remains good
Within each department/faculty.
9 Ability to motivate others to perform in dangerous
situations requiring team work and courage.
 10 Ability to respond positively to power of persuasion.
11 Ability to apply appropriate and professional
workplace behaviour
12 Ability to work well and interact effectively with a
wide range of motor vehicle owners and companies
including government agencies, private enterprises
and people from diverse cultural backgrounds
13 Ability to know how to log on properly to her/his
boss’s computer
14 Ability to share experience with colleagues and
clients.
15 Ability to solve problems with staff, co-workers,
customers etc.
16 Ability to provide assistance to team members if
required.

Part two: managers and skills practiced

No SD D U A SA
. 1 2 3 4 5
17 The organization’s managers at all levels have
adequate managerial skills.
18 We have experienced managers.
19 We have committed managers.
20 We provide proper financial records to our financing
institutions regarding our business
21 We provide timely records to the financing institutions.
22 We provide accurate records to the financing
institutions.
23 Interdepartmental meetings are often held to facilitate
knowledge exchange among staff of the various
departments
24 1 am always well informed about my work
requirements
25 I can do my work without close supervision.
26 I am professionally trained personnel in my field of
work.
27 I always keep close attention on my tasks and ensure
all procedures are done correctly.
28 I have the capability to achieve the set targets by
departmental heads.
29 I understand the fundamental principles of my work.
30 I always perform my tasks to satisfactory standards.
31 I use my initiative to execute my work effectively and
efficiently.
 32 Am able to execute my tasks because I posses the
required skills and knowledge.
33 I always monitor my fellow staff activities to ensure
the tasks are performed according to company
objectives
34 I have the required skills to perform work effectively.
35 Staff members have knowledge for their work
36 Staff members perform assigned tasks without close
supervision.
37 We are invited during decision making
38 We are motivated to work hard
39 There is commitment from subordinates
40 There is full trust and respect for leaders

SECTION B: SERVICE DELIVERY AND PERFORMANCE

SD= Strongly Disagree, D= Disagree, U= Undecided, A= Agree, SD= Strongly Agree

No SD D U A SA
. 1 2 3 4 5
41 I complete all tasks given to me on time
42 I enjoy working beyond normal working hours to
complete my tasks
43 The degree to which I work meets the clients
Satisfaction
44 I always meet the daily targets as per work
Schedule
45 I enjoy representing my supervisor at meetings and
workshops even when I am busy at work
46 I do my work without raising complaints to my
supervisor
47 I record my daily activities in my to do list every
morning
48 I have improved my performance tremendously
49 There is delegation of duties and responsibilities to
lower staff
50 There is no staff motivation
51 We are not consulted on policy determination
52 We are given few opportunities to make suggestions
53 The leaders take full control and authority over
subordinates