HUMAN RESOURCE PREDICTORS OF SERVICE QUALITY IN UGANDA’S PUBLIC SECTOR: A FOCUS ON THE DIRECTORATE OF INDUSTRIAL TRAINING

Abstract

This study investigates the human resource predictors of service quality within Uganda's public sector, specifically at the Directorate of Industrial Training (DIT). The primary objective of the research was to assess the influence of human resource factors—namely employee engagement, goal-setting processes, and organizational citizenship behavior—on service quality at the DIT. The study was guided by Latham and Locke’s Goal Setting Theory and the SERVQUAL Model, providing a framework for understanding how these human resource practices impact service delivery. A descriptive cross-sectional research design was employed, and a stratified random sampling technique was used to select participants. Out of 384 questionnaires distributed, 351 were returned, yielding a response rate of 91%. The sample included 226 female and 125 male respondents. Data was collected using structured questionnaires and analyzed using Pearson’s rank correlation and descriptive statistics. Multiple regression analysis was applied to assess the relationships between the independent variables (employee engagement, goal-setting, and citizenship behavior) and the dependent variable (service quality). The findings revealed a significant positive relationship between the human resource predictors and service quality at the Directorate. The study concludes that enhancing employee engagement, aligning goal-setting processes, and fostering organizational citizenship behavior are critical for improving service quality in the public sector, particularly at the Directorate of Industrial Training. These results underscore the importance of strategic human resource management in fostering high-quality service delivery. KEY WORDS: Human Resource, predictors, Service Quality, Uganda, Public Sector