The mediating role of total quality management on co-ordination mechanisms in quality service delivery in Ugandas Local Governments

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. Key words: Mediation, co-ordination mechanisms, local governments, total quality management, quality service delivery.