Customer value management and end user satisfaction in Government aided Primary Schools in Hoima District, Uganda.

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Kampala International University, College of Economics & Management.
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 hiccups 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 primary schools
A Thesis Submitted to The School of Postgraduate Studies and Research Kampala International University Kampala, Uganda In partial fulfillment of the requirements for the award of The Degree of Master's of Business Administration (Procurement)
Customer value management, End-user satisfaction, Government aided Primary Schools, Hoima District, Uganda., Economic development