Research Dissertations
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Item Employee engagement, service quality and customer satisfaction in Kampala metropolitan Uganda:(Busitema University, 2024) Lyomoki, ArafatCustomer satisfaction is critical for ensuring that organizations meet their objectives and maintain customer loyalty, particularly in service-oriented industries. The purpose of this study was to examine the effects of employee engagement and service quality on customer satisfaction in focusing on UMEME. The specific objectives of the study were to examine the effect of employee engagement on customer satisfaction; assess the influence of service quality on customer satisfaction; establish the effect of employee engagement on service quality; and investigate the mediating role of service quality on the relationship between employee engagement and customer satisfaction. The study was anchored on the SERVQUAL model, which posits that service quality dimensions such as reliability, responsiveness, and empathy play a significant role in shaping customer satisfaction. A cross-sectional research design was adopted, targeting 617 employees from UMEME's main office in Kampala. A representative sample of 234 employees was selected using simple random sampling. Data were collected through structured questionnaires and analyzed using SPSS, employing descriptive statistics, correlation analysis, hierarchical regression, and mediation analysis using Hayes’ PROCESS macro. The findings revealed that employee engagement has a significant positive effect on customer satisfaction. The study findings reveal that service quality positively influences customer satisfaction. The study also established that employee engagement enhances service quality. The study findings further reveal that service partially mediates the relationship between employee engagement and customer satisfaction outcomes. Based on these findings, it is recommended that UMEME invest in employee engagement initiatives to enhance service quality and, consequently, customer satisfaction. Keywords: employee engagement, service quality, customer satisfaction, UMEME, Kampala metropolitan.Item Promotional mix, brand image and customer satisfaction in Opportunity bank Uganda limited, Soroti branch.(Busitema University, 2024) Okello, Francis XavierThe study explored the mediating effect of brand image on the relationship between promotional mix and customer satisfaction in Opportunity Bank Soroti Branch. The study was guided by the following specific objectives; to establish the relationship between promotional mix and customer satisfaction in Opportunity Bank, Soroti Branch; to determine the relationship between brand image and customer satisfaction in Opportunity Bank, Soroti Branch; to analyse the effect of promotional mix on brand image in Opportunity Bank, Soroti Branch; and to examine the mediating effect of brand image in the relationship between promotional mix and customer satisfaction in Opportunity Bank Soroti Branch. The study considered a descriptive research design. The study population of 39,825 comprised clients of Opportunity Bank in Soroti Branch. The sample used was 379 respondents obtained by use of the Krejcie & Morgan’s table out of whom 254 returned completed and usable questionnaires. Descriptive statistics of frequencies and percentages was used to obtain specific findings, while Pearson Product Moment Correlation and regression analyses were used to obtain major findings. Regression results revealed that a) there is a significant effect of promotional mix on customer satisfaction in Opportunity Bank Soroti Branch [β = .423, t = 1.853, p=0.000]; b) there is a significant effect of promotional mix on the brand image of Opportunity Bank Soroti Branch [β = .529, t = 2.231, p=0.000]; c) brand image partially mediates the relationship between promotional mix and customer satisfaction in Opportunity Bank Soroti Branch. The study concludes that brand image plays a critical intermediary role. The promotional mix—comprising sales promotions, direct selling, and public relations directly influences customer perceptions, but its full impact on customer satisfaction is significantly enhanced through the bank’s brand image. A well-crafted promotional mix creates awareness, engagement, and positive associations with the bank, which strengthens its brand image. The study recommends that the bank should increase its focus on targeted digital marketing efforts through social media platforms, mobile banking apps, and email campaigns. By personalizing advertisements based on customer demographics and preferences, the bank can improve engagement, enhance customer awareness, and better meet the specific needs of its diverse clientele, leading to increased satisfaction. Keywords: brand image, customer satisfaction, Opportunity Bank Uganda, Promotional mix.Item Budgeting process, internal control and financial performance of secondary schools in Kumi district.(Busitema University, 2024) Oger, DanielThe study explored the mediating effect of internal controls on the relationship between budgeting processes and financial performance of secondary schools in Kumi District. The study was guided by the following specific objectives; to establish the effect of budgeting process on the financial performance of secondary schools in Kumi District; to analyze the effect of internal controls on the financial performance of secondary schools in Kumi District; to find out the relationship between internal controls and the budgeting process of secondary schools in Kumi District; and to examine the mediating role of internal controls in the relationship between the budgeting process and financial performance of secondary schools in Kumi District. The study considered a descriptive research design. The study population of 165 comprised the staff establishment of four (4) secondary schools in Kumi District. The schools included Dr. Aporu Okolo Memorial Secondary School, Kumi Seed Secondary School, Atutur Seed Secondary School, and Wiggin Secondary School. The sample used was 165 respondents obtained by census method out of whom 134 returned completed and usable questionnaires. Descriptive statistics of frequencies and percentages was used to obtain specific findings, while Pearson Product Moment Correlation and regression analyses were used to obtain major findings. Regression results revealed that a) there is a significant effect of budgeting process on the financial performance of secondary schools in Kumi District [β = .879, t = 2.417, p<0.0001]; b) there is a significant effect of internal controls on the financial performance of secondary schools in Kumi District [β = .371, t = 1.993, p<0.0001]; c) there is significant relationship between the budgeting process and internal control practices of secondary schools in Kumi District [r = .354**, p < 0.01]; and d) internal control partially mediates the relationship between budgeting process and financial performance of secondary schools in Kumi District. The study concluded that although the budgeting process itself is a critical factor in determining financial success, its impact is only fully realized when complemented by strong internal controls. These controls act as a safeguard, ensuring that the budget is effectively implemented and financial resources are managed efficiently. The study recommends that schools should adopt a participatory budgeting approach that involves input from key stakeholders, including teachers, parents, and community members. They should formally integrate internal controls into every stage of the budgeting process. Additionally, schools should also establish a system for regularly evaluating both their internal controls and budgeting processes to ensure they are functioning effectively and contributing to desired financial outcomes. Keywords: Budgeting process, internal control, financial performance, population, Kumi district.Item Capital structure, credit management and financial performance in small and medium enterprises in Pallisa business district.(Busitema University, 2025) Oule, George OmodingThe study sought to understand the liaison between capital structure and financial performance and how this relationship is mediated by credit management in Pallisa Business District in Uganda. The specific objectives were; to assess the role of capital structure on financial performance of SMEs in Pallisa Business District; to identify the relationship between capital structure and credit management among SMEs in Pallisa Business District; to examine the connection between credit management and financial performance of SMEs in Pallisa Business district; and to examine the mediating role of credit management on the relationship between capital structure and financial performance of SMEs in Pallisa Business District. A cross- sectional research design was utilized and the findings are based on a sample of 132 SMEs drawn from a population of 200 SMEs using simple random sampling technique. Also 396 questionnaires were administered and 333 were fully filed and returned to the researcher. The study statements were reliable as tested using Cronbach‘s Alpha Coefficient, and were also valid after subjecting them to expert judgment method. Pearson‘ correlation coefficient and linear regression were used for data analysis in SPSS version 23. Study results indicated a positive relation between all study variables. Regression results revealed that capital structure is positively related to financial performance, credit management is positively affected by capital structure, credit management is positively related to financial performance while credit management partially mediates the bond between capital structure and financial performance in Pallisa Business District in Uganda. Thus, it is recommended that SMEs in Pallisa Business district and those in Uganda should ensure adherence to proper management of capital structure and strengthen the credit management mechanisms to enhance financial performance in terms of profitability, turn over and cash flow. Key Words : Capital structure, credit management, financial performance, small and medium enterprises, Pallisa business districtItem Financial management, capacity building and the effectiveness of government programmes : a case of nusaf programmes in Budaka DLG.(Busitema University, 2024) Museule, SiirajiThe main purpose of the study was to examine the influence of financial management and the effectiveness of government programmes and how this relationship is mediated by capacity building in Budaka DLG in Uganda. The study specific objectives were; to assess the effect of financial management on the effectiveness of government programmes in Budaka DLG; to examine the connection between financial management and capacity building of government programmes in Budaka DLG; to establish the link between capacity building and the effectiveness of government development programmes in Budaka DLG; and to assess the mediation effect of capacity building on the relationship between financial management and the effectiveness of government programmes in Budaka DLG. The study employed a quantitative approach and a cross-sectional design; a study population of 95 NUSAF community programmes were considered. Krejcie and Morgan table (1970) was used to obtain a sample of 76 NUSAF community programmes; using a simple random sampling technique, the researcher accessed the sampled programmes. 76 community NUSAF programmes were the unit of analysis while 304 were the unit of inquiry. The study findings revealed that financial management has a positively significant impact on effectiveness of government programmes, financial management and capacity building, capacity building and the effectiveness of government programmes while capacity building partially mediates the connection between financial management and effectiveness of government programmes. Thus, in reference to the study findings, it was recommended that the government should ensure proper financial planning and budgeting that considers adequate capacity building of beneficiaries for proper programme implementation. Similarly, funds allocated to capacity building should be rightly used and this should be ensured by emphasizing and empowering programmes managers to properly adapt, lead and manage to ensure compliance to programme terms of reference. Key words : Financial management, capacity building, effectiveness of government programmes, Budaka DLG, NUSAF programmes.