Assessment of the relationship between corporate social responsibility and quality service delivery in Kampala International University
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Date
2011-10
Authors
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Journal ISSN
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Publisher
Kampala International University, College of Economics
Abstract
This study assessed the relationship between corporate social responsibility and
quality service delivery in Kampala International University (KIU) based on the
stakeholder theory. The researcher chose KIU in particular, because it is one of
the new private universities in Uganda and it is entering a sector, which has been
dominated by the government sector. The university’s success depends on how
well it satisfies its stakeholders and how it delivers to them quality services.
Almost all new organizations have a challenge of delivering quality services as
consumers, end users needs keep changing. One of the issues in determining
quality service delivery is the perception of corporate social responsibility.
The general objective of the research was to assess the relationship between
corporate social responsibility and quality service delivery in KIU.
The specific objectives of the research were to determine the importance of
corporate social responsibility to KIU, to determine the level of corporate social
responsibility of KIU to its stakeholders, to establish the nature and determinants
of quality service delivery in KIU.
The scope of the study focused on issues concerning students, parents or
guardians, immediate community, shareholders of KIU, government agents such
as National Council for Higher Education, environmental issues of the university.
KIU is located on Ggaba road in Kansanga parish of Makindye Division
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Kampala. The study is limited to the time KIU got its operating license in 2004 up~f~POST~ LI~3~
DATj to 2006.
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This research used a descriptive study design using stratified random sampling.
Data was collected using different instruments that included Questionnaires, oral
interviews and observation. Data was analyzed manually and expressed in tables,
bar graphs and pie charts as summary for the data.
The findings of the research revealed that corporate social responsibility and
quality service delivery are related and if corporate social responsibility is
practiced by an organization to satisfy its stakeholders, the organization there by
also del!vering quality in its services by so doing.
The research recommends that; Kampala International University should
frequently carry out social audits or carry out surveys to know how well or poorly
it is doing with its different stake holders, it should always design pragmatic,
problem solving academic programs, put in place yard sticks for top
management, lecturers and other concerned people to evaluate their roles in
corporate social responsibility and quality service delivery, the university should
put in place a complaint handling office and an ethics office, organize regular
meetings with its stake holders such as students, parents or guardians,
immediate community and National council for higher Education and other
government agents to keep abreast with what is required of it from such stake
holders.
Description
A Dissertation Submitted to the School of Postgraduate Studies Kampala International University
In Partial Fulfillment of the Requirements for the Masters of Business Administration.
Keywords
Relationship between, Corporate social responsibility, Service delivery