Department of Marketing and Entrepreneurship Development

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    Challenges Facing the Push and Pull Hybrid System in the Supply of Essential Medicines in Gulu, Northern Uganda
    (Science and Education Publishing, 2015-05-07) Okello, Tom Richard; Maghanga, Mshilla; Olido, Kenneth
    Essential medicines are supplied to the public health facilities using the pull and push system. In many countries the decision to use the pull, push or combination of both is a policy decision, but Uganda has used each of the supply system individually in past and currently is using a hybrid despite the rampant out-cry of essential medicines stock out. Challenges facing the hybrid supply system need to be examined to advise policy makers on the how efficient the system supplies medicines. A cross-sectional study was carried out in the public health facilities in Gulu to examine the major challenges affecting the hybrid system of medicines supply. A sample of 131 health workers filled a pretested coded questionnaire as respondents and the data were then entered and analysed using SPSS version 15. Approximately 27.7% (n=131) of the respondents reported that the store management in the hybrid system is unsatisfactory and inadequate. Quality of essential medicines supplied in the hybrid system to the public health facilities is unsatisfactory and inadequate as reported by 46.5% of the respondents. Collaborative linkages with the National Medical Stores (NMS) the mandated supplier of essential medicines in the country, is weak (42.9%) and quantification of essential medicines by health workers under the hybrid system is poor (33.3%). Furthermore support supervision in weak and inadequate under the hybrid system (37.6%); and personnel who dispense essential medicines are inadequate (44.3%). Approximately 30.3% patients have poor access to essential medicines. The current hybrid system is riddled with a number of challenges which requires re-dressed in order improve access and availability of essential medicines to the public.
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    CUSTOMER ORIENTATION, SERVICE QUALITY AND CUSTOMER SATISFACTION IN THE HOTEL INDUSTRY IN GULU CITY
    (Gulu University, 2026-10) OJOK, GERALD
    Customer orientation has evolved through shifts in business practices and consumer expectations, transitioning from product-centric approaches to a focus on long-term relationships. This evolution is particularly relevant in Uganda's growing hospitality sector, where understanding the impact of customer orientation on satisfaction is vital for enhancing competitiveness in the tourism industry. This study examined the effect of customer orientation and service quality on customer satisfaction in Gulu City’s hotel industry.Utilizing a descriptive and cross-sectional research design with a mixed-methods approach, data were collected from employees, managers, and customers of 314 registered hotels, with a sample of 169 hotels determined through Krejcie and Morgan's formula. Structured questionnaires and face-to-face interviews provided quantitative and qualitative insights, ensuring data reliability and validity through statistical analysis via SPSS.Findings indicated a high-level of customer satisfaction and implementation of customer orientation among hotels in Gulu City. The study found a significant positive relationship between customer orientation (customer centric orientation, product based orientation, relationship based orientation) and customer satisfaction in hotels in Gulu city. According to the result, all the dimensions of customer orientation, except product-based orientation have significant effect on customer satisfaction in hotels in Gulu city. Service quality has a significant mediating effect on the relationship between customer orientation and customer satisfaction in the hotels in Gulu city.12The study concludes that customer orientation is crucial for ensuring customer satisfaction with interplay of service quality. To enhance customer satisfaction in Gulu City's hotel industry, it is recommended that hotels strengthen their customer-centric strategies by prioritizing relationship-building and continuous improvement of service quality. Additionally, investing in staff training to better understand and meet customer needs will further elevate the guest experience and loyalty.