Total Quality Management and Employee Performance in Uganda Revenue Authority Kampala District Uganda
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Date
2012-09
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
Kampala international University college of economics and management.
Abstract
The study intended to assess the effect of Total Quality Management (TQM)
on Employee performance in URA. It was based on descriptive correlation design,
survey, expos facto and cross-sectional survey designs. A self administered
questionnaire was used to collect primary data from 200 respondents out of a
population of 400 using convenient sampling technique. Data was analyzed using
statistical package for social scientist (SPSS) frequencies & percentages, means,
standard deviations and Pearson’s Linear Correlation Coefficient. The purpose of the
study was to ,(a) To test the hypothesis of no significant relationship between
total Quality management and Employee performance(b)To validate existing
information related to the theory to which the study is based(c)To generate new
information based on the study findings(d)To bridge the gaps identified in the
previous study. The study was guided by four specific objectives namely: (i) to
determine the demographic characteristics of respondents in terms of gender, age,
marital status, educational level, and experience; (ii) the degree of existing total
management practices; (iii) the level of employee performance and (iv) whether
there is a significant relationship between total quality management and
organizational performance in URA. The findings revealed that majority of the
respondents were male, and married in the age bracket of 26 — 29 years, and
graduates with experience of 3 — 7 years. The analysis also revealed that the degree
of TQM was at high level (mean=3.40). Results went on to show that Employee
Performance in Uganda Revenue Authority stood at moderate level (mean~3.11).
PLCC revea!ed that there TQM is not significantly correlated to employee
p2rformance (r= -0.234, sig. = .335). Regression analysis results indicated that TQM
practices were found responsible to have no contribution towards the variation in
employee performance of URA with (Adjusted r2=0.000).Basing on the study
findings, the researcher made the following recommendations: (a) Customer driven
quality should be given maximum attention and particularly, Customer complaints
should be given deserving priority and URA staffs should listen to customer needs
(b) URA management should put in place a very conducive work environment which
enables staff to work harmoniously with all the authority stakeholders, (c) URA
management commitment should be exhibited in things like putting in place new
systems and procedures of doing work and (d) Customer care and satisfaction
should be improved and staff should devote enough effort while executing tasks as
planned on the time specified.
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 Award Of The Degree Of Masters Of Supplies And Procurement Management.
Keywords
Quality Management, Employee Performance, Uganda Revenue Authority