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- ItemService Recovery Efforts as Key to Passenger Loyalty in the Airline Industry: The Case of Rwanda Air(SEAHI PUBLICATIONS, 2018-03) Arthur Nuwagaba; Polly Bangambaki Namaye; Frank Ahimbisibwe; Sarah Nabachwa; Lydia Kisekka Namateefu; Grace Flavia LamunoThe study sought to understand how service recovery efforts influence passenger loyalty in the airline industry using the case of Rwanda Air. This study was motivated by the fact that service failure and service recovery have attracted considerable attention in the airline industry. The study was premised on the objective to establish whether the service recovery efforts by the airlines influence passenger loyalty. Using a closed ended- on line administered questionnaire, the respondents were asked to rate the different constructs of service recovery identified through literature review. These respondents were only corporate passengers got from the Rwanda air offices in Kampala and Kigali. The questionnaires were then downloaded and entered into SPSS for Analysis. The relationship between Service Recovery and passenger Loyalty were analysed based on four items as independent variables (Reliability, Responsiveness, assurance and Empathy). Results show that there is a statistical significant positive relationship between service recovery and passenger loyalty, F (4, 86) = 2.461, p< 0.05. R Square .061, this implies that 6.1% of variation in passenger Loyalty was explained by the independent variables included in the model.
- ItemService Quality, Customer Loyalty and Customer Retention among Private Health Care Services in Mbarara City(Scientific Research Publishing, 2024-01-19) Nuwagaba Arthur; Nayiga Harriet; Mabel Birungi Komunda; Tom MugiziThis study aimed to investigate the relationships between service quality, customer loyalty, and customer retention within private healthcare facilities in Mbarara City. It specifically focused on how service quality affects customer retention and loyalty, and how loyalty in turn influences retention. A cross-sectional design was used, with data collection and analysis conducted quantitatively. The study encompassed 36 operational private healthcare centres, with their customers serving as the subjects of the investigation. The study distributed self-administered closed-ended questionnaires to the participants, and the data collected was later processed and analysed using Statistical Package for Social Scientists (SPSS), version 21. To address the research objectives, Pearson correlation was utilized to examine the relationships between the variables under investigation, while Ordinary Least Square regression was employed to assess the model’s predictive capability. The study revealed a noteworthy positive relationship between service quality and customer loyalty, as well as a significant positive correlation between customer loyalty and customer retention. However, it was determined that the link between service quality and customer retention was not statistically significant. Therefore, there is a need for private healthcare management to focus on service quality to improve customer loyalty. This means that activities related to the reliability of the health staff, positive responsiveness of the doctors and other employees in the health centres, ensuring that the patients are assured of quality service and equipping the health facility with the right machines that can test and treat diseases, this will help in improving customer loyalty hence customer retention among private health care services in Mbarara City.
- ItemThe Relationship Between Loan Assessment and Financial Performance of SACCOs: Evidence From Uganda S(Bishop stuart university, 2023-03-30) Arthur Nuwagaba; Baluku Watsema; Anthony AgumeThe study set out to examine the relationship between loan assessment and financial performance of SACCOs in Mbarara Municipality. The study adopted a non-experimental cross-sectional research design. The study was both descriptive and analytical in nature with a quantitative approach of data collection and analysis. The study gathered quantitative data from 109 participants using questionnaires. Quantitative data gathered using questionnaires was coded and entered into SPSS version 20 for analysis. The analysis was done and findings presented using descriptive statistics in form of frequencies, percentages, mean and standard deviations. Pearson correlation coefficient was utilized to ascertain the statistical significance between the independent and dependent variables. Findings from the study revealed that there is a strong positive relationship between loan assessment and financial performance of SACCOs (r=0.870**, p<0.000). The study concluded that loan assessment positively influences financial performance of SACCOs. The study recommends that SACCOs need to adopt well thought and efficient loan assessment strategies as means to improve their financial performance.
- ItemThe Influence of Operational Managerial Competencies of Business Owners and Managers on Performance of Small-Scale Businesses in Sheema Municipality, Sheema District(2023-12) Arthur Nuwagaba; Ndyanabo Crinard; Agume K. AnthonyThis study assessed the influence of operational managerial competencies on performance of small-scale businesses with special emphasis on the experiences in Sheema Municipality. A cross-sectional design with a quantitative method was used to conduct the study on small-scale businesses in Sheema Municipality. According to the 2021 Sheema Municipality Commercial Office records, the total number of small-scale businesses in Sheema Municipality is 2659, which constituted this study’s target population. This study’s sample size was obtained using Yamane (1967) formula, n = 2659/ (1 + (2659 * 0.052) = 347.80902551, which was approximately, 348 people and the study population included small-scale business owners, managers and resourceful people. The correlational research design was used to make inference about the population from drawing from the sample findings. The study employed stratified random sampling in which 309 respondents participated in the study. A self-administered questionnaire was used to obtain the data from small-scale businesses entities. The findings also revealed that for each additional increase in overall rigour of operational managerial competencies of business owners and managers, performance of small-scale businesses in Sheema Municipality was likely to get an average increase of 2.149 units in performance of small-scale businesses (β = 2.149, p = 0.000). It was concluded that business small-scale business attach importance to operational managerial competencies. The study results led to rejection of the null hypothesis of this study and alternative hypothesis stating that operational managerial competencies of business owners and managers significantly influence performance of small-scale businesses in Sheema Municipality was accepted.
- ItemSavings and Credit Cooperative Societies (SACCOS) As a Source Of Financing Agriculture. Challenges and Lessons Learnt(Uganda Christian University, 2012) Arthur NuwagabaThere is growing urge by farmers to form Savings Credit and Cooperative Societies (SACCOs) in Uganda and Mbarara District is no exception. There are over 100 registered SACCOs (District Commercial officer- Mbarara District). Majority of the members of these cooperative societies are farmers who have savings and in most cases do not have collateral to stake in commercial banks and other financial institutions to access Loans. The paper seeks to discuss the contribution of SACCOs as a source of financing agriculture, challenges faced by the SACCOs, lessons learnt and the way forward. This is an empirical study that will be based on what is on ground. It will use some empirical data and will rely mostly on primary data other than secondary data. Agriculture is a back bone of Uganda’s Economy. Almost 70% of Uganda’s exports are agro-based (The New Vision) and the agriculture sector employs 73.3% of the active labour force compared to services which employ 22.5% and industry only 4.2%. There have been concerted efforts by government to improve agriculture and make the agriculture sector more attractive. The many strategies employed by government to make agriculture more attractive include, mechanization, improved seed distribution, farmers education and provision of soft loans. In a bid to finance agriculture, the government of Uganda has encouraged and promoted cooperative societies as an engine to accelerate the accessibility of loans from these cooperative societies which in this case are SACCOs. The aim of promoting these SACCOs is because in developing countries like Uganda, there are low levels of saving culture owing to poor underdeveloped stock markets, dominance of urban based commercial banks, Micro Deposit Taking Institutions (MDIs) and non regulated Micro finance institutions in the financial markets as vehicles for savings. Hence Savings and Credit Cooperatives (SACCOs) are intended to offer an alternative to improve the above un- desirable situation in low income countries especially helping members who in most cases are farmers. Savings and Credit Co-operatives (SACCOs) are community membership-based financial institutions that are formed and owned by their members in promotion of their economic interests. These institutions mobilize and intermediate savings exclusively with in their membership under the co-operative statute 1991. Furthermore, they are one of the several types of cooperatives that are unique micro finance institutions categorized under tier four in the financial market and therefore not regulated by Bank of Uganda. Therefore, Savings and Credit Co-Operatives (SACCOs), one of the several types of co-operatives are unique, legal, member-based Micro-Finance Institutions (MFIs) and unlike many other Micro-Finance Institutions, SACCO owners are also the users of the service that the SACCOs offer.