Institutional reforms and their effects on service quality in public sector organisations: A case of Uganda Revenue Authority Modernization Programme

Abstract

The study sought to examine institutional reforms and their effect on service quality in Uganda Revenue Authority (URA). The objectives of the study were to investigate the effect of online boost on service quality in URA; to establish the effect of information dissemination (communication) on service quality in URA; to assess the effect of business process reforms on the service quality in URA; and to examine the effect of corporate image reforms on service quality of URA. The study employed cross-sectional case study and correlation research designs, both quantitative and qualitative methods were used in the study. A total 116 respondents of the selected sample of 175 representing a 66 percent response rate were subjected to questionnaires and interviews. Data was collected from both internal (staff) and external (taxpayers) customers in Kampala based offices. The study revealed a significant positive relationship between online boost and service quality; information dissemination and quality service; corporate image and service quality, a partial relationship between business process reforms and service quality. It was thus concluded that institutional reforms have a positive significant relationship with service quality in Uganda Revenue Authority.

On the basis of the study’s findings and its comparison with local and international literature, it was therefore recommended that efforts to improve on the corporate image, on line boost, communication and business processes would be vital to achieve excellent service quality. URA ought to be online facility, information dissemination, business processes and corporate image. URA needs to have well defined structures, systems and information dissemination (communication) should be an integral part so as to reinforce and support service quality.Emphasis should be laid in synchronization of external and internal communication mechanisms.