Factors affecting service delivery in Uganda Telecommunication Companies: A case of Uganda Telecom

Abstract

The study focused on investigating the critical factors for service delivery at Uganda Telecom. The study was undertaken to check if the strategies put in place such as long term growth, consumer interest and shareholder investment incentives contribute to service delivery within the company. The study was guided by the following research objectives: to investigate the extent to which long term growth affects service delivery, to study how consumer interest affects service delivery and to examine the extent to which shareholder investment incentives affect service delivery at Uganda telecom. The study design used was cross-sectional survey to collect data from two departments (Finance operations and customer operations) staff, senior and middle managers at UTL. The study adopted both qualitative and quantitative approaches. The researcher designed questionnaires and interview guides that were used in data collection. The findings of the study indicated that there was a statistically positive correlation between long term growth and service delivery of UTL staff, that there is a positive correlation between consumer interest and service delivery at UTL and that there is a positive correlation between Shareholder Investment Incentives And Service Delivery. The study recommended that the management of UTL should focus on should focus on company image and reputation, should benchmark on annual performance to ensure there is growth year on year, Once losses are registered diverse measures should be taken to averse the situation by UTL management. In addition, UTL management should ensures customer needs are priority in all its business undertakings, UTL management focuses its individual attention of customers, UTL management ensures no erroneous tariffs are charged to customers and UTL management should value customer feedback. UTL shareholders uphold the technical & commercial business plan of the company, UTL shareholders ensure there is profitable growth in the company.