Organisational Factors Affecting Quality Service Delivery in the Criminal Investigations Directorate of the Uganda Police Force: A case study of Katwe Police Station.

Abstract

This study investigated the factors affecting quality service delivery in the Criminal investigation directorate of Uganda police. The following objectives guided the study, to assess the effect of physical infrastructure on service delivery in the CID; to establish the role of human resource in service delivery in the CID and to find out relationship between financial resources and service delivery in the CID. The study applied a cross-sectional survey design with a sample size of (60) of which 45 questionnaires were returned. Seven questionnaires were however eliminated due to errors and missing data leaving 45 questionnaires which were examined making 75% of the population of the study. The sampling methods were simple random and census. The structured questionnaires and interview schedule provided data for statistical analysis which enabled the researcher to answer the research questions It is evident from the study that various organisational factors affect quality service delivery. It is also found out that there is positive relationship between organisational factors (physical, human and financial resources) and service delivery in the CID of Uganda police. The positive relationship means that positive altering of these factors may not necessarily change the situation but when supported by other factors. The study concluded that organisational factors affects quality service delivery in the CID of Uganda police. If these factors are not addressed the quality service will be further jeopardised. It is noted that service delivery is a function of perfect organisational factors (physical infrastructure, human and financial resources) It is recommended that CID improves working conditions of its employees, paying salaries promptly and timely release of funds for investigations among others for quality service delivery.