Communication, accountability and quality service delivery in local governments in Teso sub region

Abstract

The purpose of the study was to examine the relationship between communication, accountability and quality service delivery among local governments in six selected districts in Teso sub region. Specifically, the study assessed the relation between communication and quality service delivery, communication and accountability, accountability and quality service delivery, and the mediating role of accountability in the relationship between communication and quality service delivery. The study used a cross-sectional research design with a quantitative approach. A population of 103 local governments which included districts local governments, a city, town councils, and sub counties were considered. A sample of 80 local governments was derived based on the guidelines of Kregcie and Morgan (1970). Data was collected using a structured questionnaire. Out of 80 local governments, 65 participated in the study giving a response rate of 82.3%. The findings indicate that accountability mediated the relationship between communication and quality service delivery accounting for 50.6% while the direct effect of communication on quality service delivery accounted for 49.4%. Based on these findings the study concluded that accountability is the mechanism through which communication influences quality service delivery in local governments in Teso sub region. The study has limited ability to track changes over time thus longitudinal suggestion, Self-reported response and researchers encourages citizen satisfaction surveys and geographical limitation which the researcher recommends research in other regions. The study recommends the integration of communication and accountability as a vital tool for enhancing quality of service delivery.