Coordination and Quality Service Delivery in Service Organizations: Qualitative Investigation

Abstract

ABSTRACT The study investigated how coordination mechanisms drive quality service delivery in Uganda’s local governments. Using an interview guide, data were collected from 24 participants of Uganda’s local governments and analyzed through thematic content analysis. Findings indicated that coordination mechanisms drive quality service delivery in Uganda’s local governments. Practically, it is manifest that organizations should be aware of the importance of coordination mechanisms on quality service delivery and strive to execute policies crucial for coordination mechanisms to deliver quality services. In addition, local governments that manage their dependencies (coordination) have better chances of survival. This study empirically extends the limited research on coordination and quality service delivery to the local government sector, an area least considered in the literature. Further, it demonstrates that coordination mechanisms are very important in the quality service delivery processes. Methodologically, the findings suggest that in a wider sense, the framework linking coordination to service quality in local government sector can be investigated from a qualitative angle.