Browsing by Author "Bukoma Moya, Musa"

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    Customer relationship management technologies, service quality and customer loyalty in the hotel industry in Uganda
    (Journal of Management & Administration, 2020) Ngoma, Muhammed; Ruqqaiya, Naluwooza; Bukoma Moya, Musa; Ntale, Peter Dithan
    This paper seeks to evaluate the relationship between Customer Relationship Management, service quality and customer loyalty among Uganda's hotels. This was a cross-sectional study design and largely quantitative. A convenience sample of 460 customers was drawn from registered hotels in the Central region of Uganda. With a response rate of 91%, we established significant positive relationships between CRM and service quality; CRM and customer loyalty; service quality and customerloyalty. CRM and service quality predicted 28% of the variance in customer loyalty, with CRM being the most significant predictor. The factors affecting hotel industry may differ from other sectors. Therefore, the findings in this paper may not be generalized in other sectors. Similar studies with relatively larger samples should be carried out in other sectors. From a Ugandan perspective and the East African region at large, there are inadequate studies that emphasize the role of CRM and Service Quality in creating loyal customers in the hospitality industry. This research empirically provides an improved model of how profitable loyal customers can be created.
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    Influence of Performance Expectancy on Commercial farmers’ Intention to Use Mobile-based Communication Technologies for Agricultural market Information Dissemination in Uganda
    (Journal of Systems and Information Technology, 2016) Engotoit, Benard; Mayoka Kituyi, Geoffrey; Bukoma Moya, Musa
    The study seeks to examine the relationship between Performance Expectancy and Behavioural Intention to Use Mobile-based Communication Technologies for Agricultural Market Information Dissemination in Uganda. Design/methodology/approach: A descriptive field survey method was adopted. A total of 302 commercial farmers and agribusiness traders in Eastern Uganda participated in the study from whom data was collected using self-administered questionnaires. Descriptive statistics, factor analysis, correlation and regression analyses were used in the study. Findings: The findings reveal a significant positive relationship between Performance Expectancy and Behavioural Intentions to use mobile-based communication technologies for agricultural information access and dissemination. This implies that, commercial farmers’ behavioural intentions to use mobile-based communication technologies for agricultural market information dissemination and access will be influenced if they anticipate mobile-based communication technologies to offer greater performance in their daily transactions. Research limitations: This study was conducted in the context of resource constrained countries particularly in sub-Saharan Africa however reflecting knowledge from other contexts. The study was conducted with a structured questionnaire being the main data collection tool and this limited the study from collecting views outside the questions asked in the questionnaire. The variables studied could not be analyzed for a long time given that the study was cross sectional in nature. Practical implications: The study provides recommendations on how to further boost farmers’ behavioral intentions to use mobile-Based communication technologies for agricultural information dissemination. Policy makers need to ensure that policies are put in place that encourage third party software developers and telecommunication companies to provide software products and solutions that are beneficial to the commercial farmers and can enable them complete their agricultural transactions in time. Social Implications: The study provides critical literature on the influence of performance expectancy on commercial farmers’ behavioral intentions to use mobile-Based communication technologies for agricultural market information access and dissemination in resource constrained settings. Originality/value: It is noted that farmers are slowly progressing to newer mobile ICT tools for market information access and dissemination, however, little is known as to why they are slowly adopting these mobile technologies for agricultural purposes.