Customer Value Management and End User Satisfaction in Government Aided Primary Schools in Hoima District, Uganda.

ABSTRACT 

Customer value management contributes to economic development and all companies and organizations should aim at maximizing end- user satisfaction which is an explicit and measured business goal. Dissatisfaction reduces on the levels of output and the line Ministry may overtime fail to achieve its strategic, operational and tactical objectives. The aim of the study was to establish the challenges met in attempt to meet customer satisfaction, the causes of dissatisfaction and on the above basis establish formidable remedies to attain end user satisfaction. The objective of the study was therefore to investigate the correlation between customer value management and end user satisfaction. A descriptive survey design was adopted on a population size of 170 using the sample size of 118 and the data was gathered from all of them. A sampling interval of 1 was adopted and the respondents selected using a skip pattern of 1. A Questionnaire was the instrument employed where by a set of questions that had been prepared was a guiding tool. Quantitative data was thus collected. The study discovered that there are limited levels of customer value management due to the delays in the supply chain, low flexibility in the procurement system and due to lack of procurement professionals in the handling of schools’ supplies. It has also been discovered that the end users of the goods and services are generally satisfied with the goods and services that they receive but this is highly undermined by the delays in the procurement and delivery system coupled with the lack of room for adjustments according to the prevailing set and or nature of requirements. It was concluded that there is significant relationship between customer value management and end user satisfaction of the goods and services delivered to the primary school and further proved by the correlation between the two variables. This implies that whenever there are hicups in the supply system teachers react or complain. It is recommended that there should be effective communication on the specifications due to the users, ensure that the goods and services are always users friendly, continuously suit their needs and more appropriate to changing social-economic situations, make all efforts to shorten the lead time and procurement professionals be recruited to take charge of the supplies in the plimary schools.

TABLE OF CONTENTS

Title

Declaration A

Declaration B

Dedication

Acknowlegement

Table of Contents

List of figures

List of tables

List of acronyms

Abstract

CHAPTER ONE: THE PROBLEM AND ITS SCOPE 1

Background of the Study 1

Statement of the Problem 1

Purpose of the study 2

General objective 2

Specific objectives 2

Research questions 3

Research hypothesis 3

Scope

Significance of study

Operational Definitions of key terms 5

CHAPTER TWO: REVIEW OF THE RELATED LITERATURE 6

Concepts, Opinions, Ideas from Authors/Experts 6

Theoretical Perspectives 17

Related Studies 20

CHAPTER THREE: METHODOLOGY 22

Research Design 22

Target population 22

Sampling procedure 24

Research Instrument 24

Validity and reliability of Instruments25

Data gathering procedures 27

Data Analysis 26

Ethical considerations 28

Limitations of the study 28

CHAPTER FOUR: PRESENTATION, ANALYSIS AND INTERPRETATION OF DATA 29

Basic Demographic information 29

The extent of customer value Management 33

The level of end user satisfaction 45

Relationship between Customer Value Management and End User satisfaction 49

CHAPTER FIVE: FINDINGS, CONCLUSIONS AND RECOMMENDATIONS 52

Findings and Conclusions 52

Recommendations 54

REFERENCE 436

APPENDICES 59

APPENDIX I Transmiital letter 59

II Research Instruments 60

III ResearcherTs Curriculum Vitae 63