Communication and quality service delivery in Uganda's local government: the mediating influence of total quality management

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dc.contributor.authorIbrahim, A. Musenzeab
dc.contributor.authorJ.C. Munene
dc.contributor.authorWaswa, Balunywa
dc.contributor.authorJoseph, M. Ntayi
dc.date.accessioned2018-12-17T11:20:42Z
dc.date.available2018-12-17T11:20:42Z
dc.date.issued2014-08-20
dc.descriptionThis article was published in African Journal of Science, Technology, Innovation and Development, 6:2, 93-103, DOI: 10.1080/20421338.2014.924264en_US
dc.description.abstractThe 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.en_US
dc.identifier.citationIbrahim 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 managementen_US
dc.identifier.urihttps://hdl.handle.net/20.500.12282/4595
dc.language.isoenen_US
dc.publisherAfrican Journal of Science, Technology, Innovation and Developmenten_US
dc.subjectcommunicationen_US
dc.subjectLocal governmenten_US
dc.subjectQuality service deliveryen_US
dc.subjectTotal quality managementen_US
dc.titleCommunication and quality service delivery in Uganda's local government: the mediating influence of total quality managementen_US
dc.typeArticleen_US
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