Communication and quality service delivery in Uganda's local government: the mediating influence of total quality management
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Date
2014-08-20
Authors
Ibrahim, A. Musenzeab
J.C. Munene
Waswa, Balunywa
Joseph, M. Ntayi
Journal Title
Journal ISSN
Volume Title
Publisher
African Journal of Science, Technology, Innovation and Development
Abstract
The study aimed at understanding the role of total quality management (TQM) as a mediator between communication
and quality service delivery (QSD) in Uganda’s local government (LGs). Data were collected using a cross-sectional
research design from 212 LGs whose heads of department and section heads formed the unit of inquiry. The paper
utilises the Med Graph program, Sobel’s z-test and the Kenny and Baron procedure to test the role of TQM as a mediator
between communication and QSD. The findings revealed that TQM is a significant mediator between communication
and QSD, and enhances the relationship by 24.3%. In addition, a partial type of mediation was established. Overall,
the results show that communication predicts QSD directly and also indirectly via TQM. The study was cross-sectional
with its inherent flaws. Future studies should consider mediation studies from a longitudinal perspective. In addition, the
data were collected only from Uganda’s LGs. Therefore, the findings may be limited to the sample studied and negate
the possibility of generalisation. In terms of practical implications, LG managers should consider TQM as stimuli for
communication to ensure QSD. The paper contributes to the service literature by extending the role of communication
for QSD within the context of LGs whose empirical stance is still scanty. In addition, it contributes to literature on TQM
by highlighting its mediatory role for QSD in LGs.
Description
This article was published in African Journal of Science, Technology, Innovation and Development, 6:2, 93-103, DOI: 10.1080/20421338.2014.924264
Keywords
communication, Local government, Quality service delivery, Total quality management
Citation
Ibrahim A. Musenze, J.C. Munene, Joseph M. Ntayi & Waswa Balunywa (2014) Communication and quality service delivery in Uganda's local government: the mediating influence of total quality management