School of Business (SB) Collections

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    ASSESSMENT OF CORPORATE SOCIAL RESPONSIBILITY AMONG UGANDA’S TELECOMMUNICATION COMPANIES. A CASE OF AIRTEL UGANDA
    ( 2025-09-23) Wabulakha Milton Innocent
    The study investigated the relationship between corporate social responsibility and customer loyalty among Uganda’s telecommunication companies using Airtel Uganda as a case study. The study examined the different Corporate Social Responsibility (CSR) activities carried out by Airtel Uganda, investigated the components of customer Loyalty as well as established the relationship between Corporate Social Responsibility CSR and customer loyalty at Airtel Uganda. The study adopted a descriptive research design that uses both quantitative and qualitative approaches. An interview guide and questionnaires were used to collect data from staff and customers of Airtel Uganda. The study reveals that Airtel Uganda’s CSR initiatives are most effective in education, environmental conservation, and technology access, with high mean scores of 4.38, 4.27, and 4.29 respectively, while health-related programs lag significantly at 2.53, signaling a need for strategic improvement. Customer loyalty is notably strong, especially in the willingness to remain with Airtel despite lower competitor prices (4.92), satisfaction with rewards programs (4.67), and prompt issue resolution (4.33). However, trust in the brand (2.35) and overall service satisfaction (2.20) remain critical concerns. CSR efforts positively shape customer perceptions, with scores of 4.17 for perceived value and 3.87 for trust due to transparency, though their influence on choosing Airtel over competitors (2.12) and on overall satisfaction and loyalty (3.19 and 3.23) is moderate. The study recommends enhancing health-related CSR, rebuilding brand trust, and expanding successful initiatives, while calling for broader, comparative research across the telecom sector to better understand CSR’s evolving role in customer loyalty.
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    Organizational support, health insurance provision and employee well-being in Uganda: a case of Kampala Capital City Authority
    (Makerere University, 2025) Murungi, Godwin
    The study investigated the relationship between organisational support, health insurance provision, and employee well-being in Uganda. The purpose of the study was to establish the relationship between organisational support and employee well-being, moderated by health insurance provision at KCCA in Uganda. The study was guided by two research objectives: to examine the relationship between organisational support and employee well-being, and to establish the moderating effect of health insurance provision on that relationship. The research employed an explanatory study design and adopted a quantitative approach. Primary data were collected from 172 respondents across 11 KCCA directorates using a self-administered questionnaire. The data were analysed using SPSS, where correlation and regression analyses were conducted to establish relationships. Correlation analysis results indicate a significant positive relationship between organisational support and employee well-being at KCCA. Regression analysis results indicate that organisational support and its constructs of supervisor support, working conditions and training significantly predict employee well-being at KCCA. However, results from Modgraph established that health insurance provision did not significantly moderate the relationship between organisational support and employee well-being at KCCA. The study establishes that organisational support, including its constructs of supervisor support, working conditions, and training, plays a significant role in enhancing employee well-being at KCCA. Health insurance provision was not found to moderate this relationship, meaning its impact is maximised when complemented by broader organisational initiatives. Health insurance provision, though a valuable benefit, does not amplify the extent to which organisational support translates into employee well-being; therefore, organisations should not rely solely on insurance benefits to improve employee well-being. The study adds to the existing body of employee well-being research and improves our understanding of little-studied aspects such as health insurance provision. Subject Keywords: Organizational support; health insurance provision; employee well-being; uganda; Kampala Capital City Authority
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    Analysis of debt financing of small and medium enterprises in Arua City
    (Makerere University, 2025) Aitasi, Noel
    This study investigates the challenges faced by Small and Medium-sized Enterprises (SMEs) in accessing debt financing in Arua City, Uganda. Despite their significant contribution to the economy, SMEs in Arua City struggle to access debt financing, which hinders their growth and development. This study aims to identify the current types of debt financing available to SMEs, examine the factors hindering accessibility, and provide recommendations and solutions to improve access. A cross-sectional survey design with a quantitative approach will be used, targeting registered SMEs in Arua City, with a sample size determined by the Yamane formula and simple random sampling. Primary data will be collected using a structured survey questionnaire, gathering information from SME owners, managers, or financial decision-makers. The study's significance lies in providing insights into the challenges faced by SMEs in accessing debt financing and offering practical recommendations to support their growth and development, thereby contributing to the existing literature on SME financing globally, in Africa, East Africa, Uganda, and Arua City. Subject Keywords: Debt financing; Small and medium enterprises; SMEs; Arua City
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    Survey of consumer behavior in online shopping: a case of Jumia Uganda
    (Makerere University, 2025) Nagujja, Maria
    This study, guided by an exploratory and descriptive research design, examined consumer behavior on Jumia Uganda, focusing on platform interaction, purchase decision factors, usage challenges, and customer loyalty. Using a mixed-methods approach with 50 respondents, the study employed descriptive analysis to identify behavioral patterns and exploratory inquiry to uncover relationships between demographics, platform usage, and loyalty. Results showed that engagement is mostly seasonal, with electronics and fashion dominating purchases, while groceries and household essentials are underrepresented. Younger and higher income consumers shopped more frequently, and perceived ease of use and trust in payments were strongly linked to loyalty. Major challenges included distrust in digital payments, delivery delays, and limited coverage beyond urban areas. Loyalty was fragile, relying on delivery reliability, usability, and promotions. The study concludes that Jumia’s growth is constrained by trust deficits, operational inefficiencies, and limited diversification. Recommendations include improving digital payment security, logistics, product variety, and loyalty programs, while policymakers should enhance digital infrastructure and consumer protection to boost e-commerce adoption in Uganda. Subject Keywords: Consumer behavior; online shopping; Jumia; Uganda
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    Assessing the effect of livestock ownership on household incomes in the central region of Uganda
    (Makerere University, 2025) Nakafuma, Linda Jackline
    Livestock ownership remains a critical livelihood asset for households in Uganda's Central Region, contributing to income generation, resilience, and economic diversification. Yet, despite its importance, limited empirical evidence exists on how specific types of livestock and broader household characteristics shape income outcomes in the region. This study examined the effect of livestock ownership on household incomes using data from the Uganda National Household Survey (UNHS) 2019/20, with specific objectives to profile ownership patterns and evaluate the effects of access to services. A quantitative cross-sectional research design was employed. Descriptive statistics, univariate analysis, and Ordinary Least Squares (OLS) regression models were used to assess relationships. Diagnostic tests for the key models showed no evidence of heteroskedasticity, multicollinearity, or misspecification, supporting the robustness of the estimates. The results show that household heads that own livestock are on average 46 years old, households comprise about five members, and education attainment is modest, averaging seven years of schooling. Income distribution is highly unequal, with a mean annual income of UGX 9.4 million and a median of UGX 2.6 million. Livestock ownership is dominated by poultry (31.7%), goats (23.2%), and pigs (23.2%), while cattle (18.9%) and sheep (2.9%) are less common. Econometric findings reveal that ownership of cattle, goats, and pigs significantly increases household income, while rural residence and engagement in agriculture reduce earnings. Education, household size, and marital status are additional significant positive determinants of income. Distance from national roads negatively affects income. Households without formal extension services or livestock markets were associated with higher incomes, a finding which may indicate greater reliance on private or more profitable advisory and marketing channels among commercially successful households. Based on these findings, the study recommends promoting smallholder livestock commercialization through improved breeding programs, disease control, and communitybased livestock markets. Addressing gender disparities through enhanced access to credit, training, and productive assets for women is critical. Investments in rural transport and digital infrastructure are essential to reduce rural–urban income gaps. Strengthening education, vocational training, and reforming extension and veterinary service delivery models will further enhance productivity and support income growth among livestock-keeping households in the region. Keywords: Household incomes