Effect of Leadership and Management Capacity on Quality Service Delivery:

Abstract

The study assessed the effect of leadership and management capacity on quality service delivery. A case of Masasi Mtwara cooperative union, Mtwara region. The study intended to achieve the following objectives: to examine the effect of leadership qualities on quality service delivery in Masasi Mtwara Cooperative Union, to determine the influence of leadership ethics on quality service delivery in Masasi Mtwara Cooperative Union and to investigate the contribution of leadership accountability on quality service delivery in Masasi Mtwara Cooperative Union. The study employed one theory which is Path Goal Theory. The study also employed the descriptive research design. Data were collected from 88 respondents. The study applied mixed research approach to denote qualitative and quantitative research approach. Questionnaire, interview and documentary reviews were engaged as instruments for data collection. Quantitative data were analyzed using descriptive statistics such as frequencies and percentages while Qualitative data were analyzed using content analysis. From the above discussion, it can be deduced that leadership and management capacity had an influence on service delivery. The study concludes that leadership and management capacity had an influence on the quality service delivery. It means for quality service delivery, leadership trait, leadership skills and leadership styles have positive impact on quality service delivery. In the second objective, the study concluded that leadership responsibility and leadership representation affect quality service delivery. The study concludes that applying leadership information to the service delivery will enable quality service delivery to become more predictive. In the last objective, the study concluded Ethics affects quality service delivery. This was witnessed through Ethical structures, Ethical practices and Ethical culture. It is recommended that, there should be regular training on quality service delivery to the cooperative unions. Cooperative unions should ensure that their employees are well trained and educated on quality service delivery issues as it will enable the organization to have employees who will deliver quality services and enable the organization to improve its performance. Keywords: Procurement, Procurement Practices, Staff Competence, Resource Allocation.