Browsing by Author "Abeko Miriam Agwou"

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    Quality Management Practices, Innovativeness, And Operational Process Performance of Public Entities in Uganda.
    ([Unpublished master’s thesis] , 2025-10-07) Abeko Miriam Agwou
    Operational process performance is essential for public entities, influencing cost-effectiveness, service quality, public trust, and social impact. These entities play a critical role in supporting economic growth and delivering necessary services to citizens. However, many governments, including Uganda, face challenges with poor operational process performance, often attributed to inefficiencies in the utilization of allocated funds. Reports, such as the Auditor General’s (OAG) report (2023), highlight a persistent gap between budgeted and actual expenditures, reflecting these inefficiencies. In Uganda, public entities have been marked by suboptimal operational performance due to deficient quality management practices (QMP) and limited innovativeness. Despite these challenges, few studies have examined how QMP and innovativeness work together to improve operational process performance in public entities. This study aimed to investigate the relationship between quality management practices, innovativeness, and operational process performance among public entities (pes) in Uganda. A quantitative cross-sectional research design was adopted, with a sample size of 92 pes selected from 120 through simple random sampling. Data were successfully collected from 75 pes, resulting in an 82% response rate. The unit of analysis was the PE, with the unit of inquiry being at least two senior managers—Operations Manager and Finance Manager—purposely selected. Primary data were gathered through a self-administered questionnaire based on a 5-point Likert Scale and analyzed using SPSS. The findings indicated that quality management practices and innovativeness predict 77.9% of the variance in operational process performance. Additionally, both factors were positive and significant predictors of operational process performance at a 95% confidence level. To enhance operational process performance in Uganda's public entities, it is recommended that these entities strengthen their quality management practices by focusing on citizen-centered approaches, fostering teamwork, encouraging employee involvement, promoting continuous improvement, and ensuring strong top management support. Cultivating a culture of innovation is equally important, particularly in the areas of service innovation, process innovation, and administrative innovation. These combined efforts will improve efficiency, resource utilization, and service delivery, ultimately leading to better public trust and sustainable social impact.