Browsing by Author "Arthur Nuwagaba"

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    The Contribution of Professionalism and Skills on Customer Satisfaction Among Customers of National Water and Sewage Cooperation (NWSC) in Mbarara City, Uganda
    (International Journal for Multidisciplinary Research, 2024) Ainembabazi Catherine; Arthur Nuwagaba; Jackson Tuhirirwe
    The study focused on Customer care service and customer satisfaction among customers of National Water and Sewage Cooperation in Mbarara City. The study was guided by the following objectives: To find out the effect of accessibility and flexibility on customer satisfaction among customers of National water and sewage cooperation, to determine the relationship between reliability and customer satisfaction among customers of national water and sewage cooperation in Mbarara city, to ascertain the contribution of professionalism and skills on customer satisfaction among customers of national water and sewage cooperation in Mbarara city. A non-experimental, cross sectional survey research design was used in this study with a mixed methods approach of data collection and analysis. Simple random and purposive sampling techniques were used to come up with a sample of 324 respondents from whom primary data was collected, these included; the branch managers of NWSC, and the customers of NWSC specifically the land lords and land ladies in Mbarara City. The managers were subjected to interview while the customers were subjection to questionnaires. A statistical package SPSS (version 20) was used to analyze the quantitative data collected through the questionnaires and thematic content analysis and narrative reasoning was used to analyze qualitative data collected. The findings of the study revealed that accessibility and flexibility have a strong positive affect on the customer satisfaction (r = 0.703, p<0.05). The findings on the relationship between reliability and customer satisfaction revealed that there is a moderate positive relationship between the two variables (r = 0.420, p<0.05). The study further revealed that professionalism contributes much towards customer satisfaction according to the results from interview with the branch managers of NWSC. From the study findings, it can be concluded that Customer care service is very pertinent in as far as customer satisfaction with the organizational services is concerned therefore, the management of NWSC should put in more effort to ensure they improve their customer care services to retain and maintain a stable customer base for the organization. The present study recommended that the management should open up more branches of NWSC within the city for easy accessibility by the customers and this will at the same time increase the reliability. Professionalism should be emphasized since it greatly contributes to the customer satisfaction among customers of National water and sewage cooperation within Mbarara city.
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    The Influence of Operational Managerial Competencies of Business Owners and Managers on Performance of Small-Scale Businesses in Sheema Municipality, Sheema District
    (American Research Journal of Humanities Social Science (ARJHSS), 2024) Ndyanabo Crinard; Arthur Nuwagaba; Agume K. Anthony
    This 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.