Browsing by Author "Okiria, John Charles"

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The Effect of Customer Service on the Client Perceived Performance of Barclays Bank Uganda
(International Journal of Science and Research (IJSR), 2017) Mpaata, Kaziba Abdul; Lubogoyi, Bumali.; Okiria, John Charles
The study examined the effect of customer service on the perceived performance of Barclays Bank Jinja Uganda. It was guided by the following objectives; (1) to establish the relationship between a sustainable customer service culture and the perceived performance of Barclays Bank Uganda; (2) to determine the effect of applied banking technology on the perceived bank performance; (3) to determine the relationship between customer service relations and the perceived bank performance; and (4) to determine the moderating effect of demographic variables of age of the respondent, gender, and education on the perceived performance of the Bank. A sample comprised 58 respondents who had bank accounts and used the bank services on a routine basis. Correlation results reveal that; (1) there is a strong relationship between sustainable customer service and the perceived performance of the bank (.425**, p<0.001) and the regression results support this relationship (β = .397, t = 3.170, p<0.003); (2) there was a significant effect of applied banking technology on the perceived bank performance (β = .501, t = 4.436, p<0.001); (3) on the contrary, it is also revealed that there is a negative and insignificant relationship between customer service relations and perceived bank performance (r = .202, p > .128). Concerning the moderating effect of the demographic variables, only age moderated the effect of customer service on the perceived bank performance. It was concluded therefore that while Barclays Bank has maintained its competitive edge in customer service, it has significantly improve on its relationship service marketing strategies in order to preserve its core competence of an international outlook already created.
Financial Controls and the Perceived Performance of the Sugar Factory in a Family Business Enterprise: Evidence from the Madhvani Sugar Factory in Uganda
(International Journal of Science and Research (IJSR), 2017) Mpaata, Kaziba Abdul; Lubogoyi, B; Okiria, John Charles
Abstract: This paper examines what it takes for family businesses to succeed with a focus on the Madhvani group sugar factory in Uganda. A sample of thirty (36) supervisors was used to determine the effect of financial control practices on the perceived performance of the factory. The main purpose of the study was to examine the effect of financial controls in predicting the performance of the sugar factory which has been a success story for the family for decades now. The specific objectives were; (1) to determine the relationship between compliance with financial policies and procedures and the perceived performance of the sugar industry; (2) to establish the relationship between the application of adequate financial and management controls and the perceived performance of the sugar factory; and (3) to ascertain the effect of safeguarding assets on perceived performance of the sugar factory. Results reveal that; (i) there is a significant and positive correlation between compliance with financial policies and procedures and the perceived performance of the sugar factory [r = .774**, p<0.0001]; (ii) there is a significant and positive relationship between adequate financial and management controls and the perceived performance of the sugar factory (r = .894**,p<0.0001). Similarly, the research indicated a significant and positive correlation between safeguarding assets and the perceived performance of the factory [r = .844**, p<0.0001]. In addition, Anova results also support the tested hypothesis that there is a significant and positive main effect of financial controls on the perceived performance of the sugar factory [F = 135.921, p<0.0001]. It was concluded that family firms that strive to be well-managed with strong financial controls succeed because they are built with the financial discipline to last and survive generations. Therefore, the need for a professional administrative business approach is arguably critical for a successful family enterprise.
The Influence of District Local Government Revenue Collection on Delivery of Basic Community Services in Uganda
(International Journal of Science and Research (IJSR), 2017) Mpaata, Kaziba Abdul; Lubogoyi, Bumali.; Okiria, John Charles
The study examined the influence of local government revenue collection on the delivery of services in Masaka which is one of the oldest districts in Uganda. It focused on the following specific objectives; (1) the relationship between the existing tax base on service delivery; (2) the relationship between the existing mobilization capacity and service delivery; and (3) the effect of practicing transparency on the delivery of services in the district. The sample comprised market vendors and other small scale entrepreneurs who pay local tax in the district. Purposive sampling was employed in that only those local community members who pay taxes to the district authorities from their businesses were studied. This technique yielded sixty (60) respondents out of whom 23 were female. Results reveal that; (1) there is a positive and significant relationship between the existing tax base and the delivery of basic community services in the district [r = .382, p < 0.03]; (2) there is also a significant relationship between the existing mobilization capacity and the delivery of basic community services [r = .419**, p < 0.0001] However, alternative hypothesis for study objective (3) was not supported in that there was a negative and insignificant relationship between the existing transparency and the delivery of basic community services[r = .088, p > .504]. It was therefore recommended that if district local governments are to succeed in their revenue collection efforts, there must be significant steps taken to ensure that there is transparency in terms of tax assessment, award of tender and the general procurement of district services.