Influence of organizational systems on quality service delivery in educational learning centres in Uganda: a case of Uganda management institute

Abstract

The study aimed to examine the influence of organizational systems on quality service delivery in educational learning centers in Uganda, udy focusing on the Uganda Management Institute. The specific objectives were to investigate the effects of resource mobilization on quality service delivery in Uganda Management Institute, to determine the impact of infrastructure development on quality service delivery in Uganda Management Institute, to explore the effect of the organization structures on quality service delivery in Uganda Management Institute and iv to assess the impact of the reward management, compensation systems on quality service delivery in Uganda Management Institute. The Zeithrmal Service Theory informed the study. The study adopted a descriptive research design and a sample size of 83 respondents using the census to determine the study sample size. Data was analyzed using descriptive statistics and inferential analysis, while qualitative data was analyzed using content and thematic analysis. Quantitative study findings revealed a significant relationship between resource mobilization and service delivery (β=0.745: p=0.000). Furthermore, there was a significant relationship between infrastructure development and service delivery (β=0.375: p=0.012). There was also a significant relationship between organization structures and quality service delivery (β=0.741: p=0.000). Lastly, there was a substantial relationship between reward management, compensation, and quality service delivery (β=1.108: p=0.000). Qualitative findings revealed that reward management, infrastructure development, organization structures, and resource mobilization are vital in affecting service quality at Uganda Management Institute. The study concluded that infrastructure development through allocating resources to construct classrooms and laboratories and investing resources in computer rooms significantly increases quality service regarding reliability, tangibility, and responsiveness. The study recommends that the Institute establish effective resource mobilization strategies through funding to enhance resource utilization and community participation to increase service quality in terms of tangibility, empathy, and assurance. Uganda Management Institute should establish organizational and functional structures through governance, management, and human resources to direct the planning, controlling, and implementation of activities to provide quality services. Uganda Management Institute's top management organ should also establish reward management strategies through target payments, fringe benefits, rewards, and bonuses to motivate staff to provide quality services and enhance quality of service delivery.