The mediating role of total quality management on coordination mechanisms in quality service delivery in Uganda’s Local Governments
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Date
2013
Journal Title
Journal ISSN
Volume Title
Publisher
Journal of Public Administration and Policy Research
Abstract
The aim of this paper is to assess the mediating effect of total quality management on the relationship
between co-ordination mechanisms and quality service delivery in Uganda’s Local Governments. The
findings of this paper are based on a sample of 212 Local Governments in Uganda whose heads of
department and section heads formed the unit of inquiry. The paper utilises Med Graph programme,
Sobel tests, and Kenny and Baron procedure to test for the mediation effects of total quality
management on the relationship between co-ordination mechanisms and quality service delivery in
local governments. The findings of the study revealed that total quality management is a significant
mediator in the relationship between co-ordination mechanisms and quality service delivery, and
heighten the relationship by 29.5% in Uganda’s Local Governments. A partial type of mediation was
established. The study was limited by the fact that it relied on cross sectional research design. Future
studies could consider assessing similar mediation effects but taking a longitudinal approach. The
findings of this study inform management of the necessity to give due attention to total quality
management principles in their multi level endeavours to improve on the quality of services that they
offer.
Description
Keywords
Mediation, co-ordination mechanisms, local governments, total quality management, quality service delivery.
Citation
Musenze, I. A., Ntayi, J., & Munene, J. C. (2013). The mediating role of total quality management on co-ordination mechanisms in quality service delivery in Ugandas Local Governments. Journal of Public Administration and Policy Research, 5(5), 124-132.DOI: 10.5897/JPAPR2013.0225