Procurement and Service Delivery in Mulago Referral Hospital, Kampala, Uganda

ABSTRACT The study particularly establishes the relationship between Procurement and Service Delivery in Mulago Hospital, Kampala District. The study was guided by the four objectives which included:- Demographic profile of the respondents; Level of procurement decision making practices; level of service delivery and Significant relationship between the level of procurement and Services Delivery. The research was principally descriptive involving both qualitative and quantitative techniques of data analysis. Simple random sampling techniques were the main techniques used to select respondents for the study, however some respondents were purposively selected. The researcher made questionnaires used to collect data from 169 business owners selected purposively. A descriptive corelationa I, cross-sectional and expost-facto design were used. Data analysis was done using frequencies, percentages, means, and Pearson linear correlation coefficiency (PLCC). The main instruments for data collection were basically questionnaires but also face to face interviews were conducted. The results of the research indicated that the majority of respondents had either fully realised, or partly realised, the importance of procurement relationships in containing or managing service delivery to the institutions, Most of the construct on procurement were rated high; Transparency (mean=3.O1), Accountability (mean=3.30), Consistence (mean=2.99) Value for money (mean=2.94) and overall mean 3.06. Regarding the Level of Service Delivery; All aspect of service delivery were high; Monitoring (meant=3.1O), skills (mean=2.98), Delegation (mean=3.24) Customer Care (mean=3.23), Time Delivery (mean=2.90) and overall mean=3.09 Contribution of the thesis: this paper reveals how the important role of procurement in service quality delivery. the research recommended that; a.1 Employee productivity stems from employee loyalty, and loyalty is a product of employee satisfaction. Make it imperative for executives and risk managers to reassess how they manage the growing number of risks facing their organizations, especially those affecting supply chains. Keep pace with the dynamic changes taking place within the business environment; risk managers in cooperation with senior management must embed risk management practices into all mission-critical points along the supply chain. Place risk managers at the heart of the supply chain process by taking the time and effort to become intimately familiar with all the components that drive this critical business process.

TABLE OF CONTENTS

PRELIMINARIES

DECLARATION A I

DECLARATION B II

APPROVAL III

DEDICATION IV

ACKNOWLEDGEMENT V

ABSTRACT VI

TABLE OF CONTENT VII

ACRONYMS X

LIST OF TABLES XI

LIST OF FIGURES XII

Chapter Page

One THE PROBLEM AND ITS SCOPE 1

Background of the Study 1

Statement of the Problem 2

Purpose of the Study 3

Research Objectives 3

Research Questions 3

Hypothesis 4

Scope 4

Significance of the Study 5

Operational Definitions of Key Terms 6

Two REVIEW OF RELATED LITERATURE 8

Concepts, Ideas, Opinions from Authors/Experts 8

Theoretical Perspectives 13

Related Studies 13

vii

Three METHODOLOGY 22

Research Design 22

Research Population 22

Sample Size 22

Sampling Procedure 23

Research Instrument 23

Reliability of the Instrument 24

Validity 24

Data Gathering Procedures 25

Data Analysis 26

Ethical Considerations 26

Limitations of the Study 27

Four DATA INTERPRETATION, PRESENTATION AND ANALYSIS 28

Demographic profile of the respondents 28

Levels of Procurement 30

Levels of serviced delivery 33

Significant relationship between the level of Procurement and

serviced delivery 36

Five FINDINGS AND RECOMMENDATIONS 38

Introduction 38

Discussion 38

Summary findings 38

Conclusion 39

Recommendations 41

Areas for further research 48