Browsing by Author "David Tuluma"

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    The impact of process automation on service delivery performance of firms in Uganda companies: a case study of Rwenzori bottling company.
    (Uganda Christian University, 2025-09-29) David Tuluma
    The study examines the impact of automation of processes on the performance of service delivery in Rwenzori Bottling Company in Uganda. The study is particularly interested in the impact of automation on the efficiency and effectiveness of service delivery, the impact of automated inventory management on the availability of product information, and the impact of automated customer interaction technologies on customer satisfaction and response time. A cross-sectional qualitative and quantitative survey was carried out. Descriptive statistics were used for data analysis of data collected through questionnaires from 80 workers The study also verified that automation involves revolutionary enhancement in operational efficiency, response time, and service quality delivery, elimination of human errors, and enhanced customer satisfaction. The automated inventory control systems also proved to deliver effective customer services, enhanced decision-making, and timely product data. Automated customer contact systems also provided more customized contacts, quicker response, and enhanced customer satisfaction. The study argues that there has to be automation for better organizational performance and customer satisfaction. It recommends that the companies invest in quality automated systems with their employees in trained state and operating the systems every now and then to get maximum performance.