Master of Public Administration and Management

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    The Effect of Ineffective Communication on Customer Loyalty in the Public Sector, a Case Study of Centre for Languages and Communication Services (Clcs), Makerere University
    (Uganda Christian University, 2024-06-20) Allen Ainembabazi
    The study examined the effect of Ineffective Communication on Customer Loyalty in the Public Sector, a case study of Centre for Languages and Communication Services (CLCS), Makerere University. It specifically focused on; investigating the relationship between miscommunication and customer loyalty in CLCS, establishing the relationship between delayed communication and customer loyalty in CLCS and examining the relationship between technological barriers and customer loyalty in CLCS The study was carried out using a descriptive research design where both quantitative and qualitative research approaches were also used. The data was collected using questionnaires and interviews during the data collection, both purposive and simple random sampling methods were used. A sample size of 92 customers of CLCS and 10 staff of CLCS was also used in the study. The study findings revealed the critical role of effective communication and technological infrastructure in shaping customer satisfaction and loyalty at CLCS. Miscommunication, delayed communication, and technological barriers were identified as significant challenges that negatively impact customer loyalty. Addressing these issues is imperative for CLCS to maintain and enhance customer loyalty by fostering clarity, responsiveness, and efficiency in communication processes and technological systems. By prioritizing improvements in communication effectiveness and technological advancements, CLCS can cultivate positive customer experiences, bolster trust, and strengthen long-term loyalty among its clientele. Based on the study findings, it is recommended that the Centre for Languages and Communication Services (CLCS) at Makerere University implement comprehensive communication training for staff to enhance clarity and responsiveness, modernize technological infrastructure to eliminate barriers, establish clear communication protocols for timely interactions, and conduct regular assessments to continuously improve communication effectiveness and meet customer needs.
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    Effects of the Watoto Child Sponsorship Programs on Education Attainment Among Children Under Watoto Child Care Ministries
    (Uganda Christian University, 2024-06-20) Esther Tabitha Makuma
    The study examined the effects of the Watoto child sponsorship programs on education attainment among children under Watoto Child Care Ministries. It specifically focused on; establishing the influence of financial aid on education attainment among children, examining the influence of mentorship on education attainment among children and finding out the influence of community involvement on education attainment among children under Watoto Child Care Ministries. The study was carried out using a cross-sectional survey research design where both quantitative and qualitative research approaches were also used. The data was collected using questionnaires and interviews during the data collection, both purposive and simple random sampling methods were used. A sample size of 80 children that have benefited from the program and 10 program implementers was also used in the study. From the study findings, it was revealed that the Watoto child sponsorship program significantly enhances educational attainment among children through financial aid, mentorship, and community involvement. Financial aid alleviates financial burdens, ensuring school attendance and improving academic performance (r = .568**, p < .05; β = 0.351, t = 8.869, p = 0.000). Mentorship provides personalized guidance and motivational support, fostering essential life skills and academic success (r = .473**, p < .05; β = 0.303, t = 8.264, p = 0.000). Community involvement creates a supportive environment, expands resources, and promotes collaborative efforts, contributing to positive educational outcomes (r = .367**, p < .05; β = 0.214, t = 2.423, p = 0.000). Lastly, the study recommended enhancing financial aid, strengthening mentorship programs, increasing community involvement, implementing regular assessment mechanisms, and scaling up the Watoto child sponsorship program. These measures aim to ensure comprehensive educational support, personalized guidance, community engagement, effective evaluation, and expanded reach, thereby improving educational attainment and socio-economic development.
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    The Effect of Training on Staff Performance Among Private Secondary Schools in Mukono Municipality, Mukono District
    (Uganda Christian University, 2024-06-20) Daneil Kamara
    The study aimed at assessing the effect of Training on Staff Performance among Private Secondary Schools in Mukono Municipality, Mukono district. It specifically examined the effect of off-job training on Staff Performance among Private Secondary Schools, effects of on-job training on Staff Performance among Private Secondary Schools, and the strategies to improve staff performance among Private Secondary Schools in Mukono Municipality, Mukono district. This study adopted a descriptive research design. The study adopted both quantitative and qualitative approaches. The study collected data from 5 Head Teachers and 50 teachers at from the selected 5 private secondary schools in Mukono Municipality, Mukono district. The study used purposive and simple random sampling techniques. The study used qualitative and quantitative methods of data collection and these included interviews and questionnaire methods of data collection. Two types of analyses were conducted and these included quantitative and qualitative analyses. The study found out on-job training among Private Secondary Schools including job rotation at the school, mentoring done at the school, Job Instruction is practiced at the school, Internship Training opportunities are supported by the school, self-instructional training is supported by the school, apprenticeship is conducted at the school among others. Findings on Off-job training among Private Secondary Schools revealed use of classroom lectures, workshops and seminars are used, simulation is conducted, case studies are done, role-playing among others. Findings on Training and Staff performance among Private Secondary Schools showed that communication skills improves after training, training helps to reduce tension and conflict between them and other institutional members, training improves staff attitude towards work, boosts staff enthusiasm to work better, staff is able to achieve a measurable sense of ownership of the school among others. In conclusion therefore, training and staff performance is significantly related as revealed by majority respondents during the study. The study recommends that private schools management needs to help staff to know what staff training is and make them understand the importance of it. The School Directors‟ department could explain to the teachers about the objectives of training and how they will benefit from the training. Meanwhile, the employees should be told how they can use what they learnt from the trainings in the future.
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    Assessing the effectiveness of Decentralised Human Resource Function in improving Health Service Delivery in Mukono Health Center 1V
    (Uganda Christian University, 2024-06-19) Beatrice Ohuriire
    The study assessed the effectiveness of decentralized human resource function in improving health service delivery in Mukono Health Center IV. It specifically focused on, establishing the effectiveness of recruitment autonomy on the quality of health service delivery in MHC IV, examining the effectiveness of career management control on the quality of health service delivery in MHC IV and establishing the effectiveness of performance management on the quality of health service delivery in MHC IV. The study was carried out using a cross-sectional survey research design where quantitative research approach was also used. The data was collected using questionnaires during the data collection, stratified sampling method was used. A sample size of 36 staff members of MHC IV was also used in the study. The study findings reveal significant correlations between recruitment autonomy (r = .653**, p < .05), career management control (r = .699**, p < .05), and performance management (r = .705**, p < .05) with the quality of health service delivery at MHC IV. Regression analyses further confirm the importance of these factors, showing significant coefficients for recruitment autonomy (β = 0.201, p = 0.000), career management control (β = 0.251, p = 0.000), and performance management (β = 0.323, p = 0.000), underscoring their critical roles in enhancing service delivery effectiveness. Lastly, the study recommends the need for MHC IV to enhance recruitment autonomy by refining the process to align with local healthcare needs, strengthen career management control by empowering staff in career development, maintain performance management practices for clear expectations and feedback, integrate performance incentives based on objective measures, and ensure supervisors are adequately trained to support staff. These measures collectively aim to improve service quality, foster a supportive work environment, and promote continuous improvement in healthcare delivery at MHC IV.
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    Factors Affecting Effective Solid Waste Management Practices in Mukono Central Division
    (Uganda Christian University, 2024-05-27) Samuel Mpiima
    The massive production of solid wastes especially in urban places of developing countries is a common occurrence especially in developing world, these waste products are usually improperly dumped thus posing a huge environmental and public health concerns. This study focused on examining the factors that affects sustainable management of solid wastes in Mukono Central Division. The research undertaking adopted a descriptive survey research design, data was collected using survey, in-depth interviews and observation methods and a stratified sampling technique was used in accessing a total sample size of 219. The study findings disclosed that a considerate proportion of residents in Mukono central division practiced rudimental solid waste management within their premises, there are also a common practice of illegal dumping and open burning. The residents demonstrated low level of knowledge in properly managing solid waste but indicated positive attitudes towards practicing it. It was further disclosed that there were very few solid waste collection facilities within the study area. The researcher recommends that Mukono central division should promulgate a comprehensive legal and policy framework with strong penalties for illegal dumping and encouraging incentives for those that practices proper waste management methods.