Outsourcing Strategy and Service Delivery in Airtel Uganda
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Date
2013-03
Authors
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Journal ISSN
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Publisher
Kampala International University, College of Economics and Management.
Abstract
The study was about outsourcing strategy and service delivery in Airtel Uganda. The
study intended to achieve the following objectives: To determine the profile of the
respondents in terms of age, and gender among others, to determine the level of out
sourcing strategies in Airtel Uganda, to determine the level of service delivery in Airtel
Uganda, to establish the significant difference between outsourcing strategies and
effective service delivery in Airtel Uganda, to establish the significant relationship
between outsourcing strategy and effective service delivery in Airtel Uganda
The study employed a descriptive research design that sampled 225 respondents
derived from a target population of 549. These included; employees of Airtel Uganda,
managers and workers from outsourced enterprises, as well as Airtel subscribers and
beneficiaries from the general public. Both the purposive and random sampling
techniques were used in selecting the sample. In this study, qualitative and quantitative
techniques were used and the data was analysed using descriptive, regression and
correlation analysis. From the study findings, it was discovered that outsourcing
strategies have a direct and positive effect on service delivery in Airtel Uganda. The
study also revealed that effective service delivery is the bench mark upon which
organizations aim to satisfy their customers, and improve their overall performance
among others. And that outsourcing strategies have a significant relationship with
effective service delivery in Airtel Uganda.
It was concluded that there is a significant relationship between outsourcing strategies
and service delivery at Airtel Uganda. This helped the study come to the realization that
if private organizations in Uganda place more emphasis on the various outsourcing
strategies, better quality services can be offered to the end-user while ensuring value
for money. The study thus recommended the adoption of outsourcing as a strategy, for
its potential in enabling companies focus on their talents, improve profitability, and
reach their clients more effectively.
Description
A thesis Presented to the College of Higher Degrees and research Kampala International University Kampala Uganda in partial fulfillment of the requirements for the Degree Master of Business Administration (MBA General)
Keywords
Outsourcing Strategy, Service Delivery, Airtel Uganda