Effect of employee job satisfaction and internal service quality on organizational performance in Gulu District Local Government

Abstract

Organizational performance of Gulu district local government has been constraint over the years. The constraint was attributed to design weaknesses and operational limitations such as lack of financial, human and infrastructural capacity, insufficient knowledge and appreciation on the part of duty and right bearers hence affecting service delivery. Thus this study investigated the relationship between employee job satisfaction, internal service quality and organizational performance of Gulu District Local Government. The following objective guided the study: i) to determine the relationship between employee job satisfaction and organizational performance of Gulu District Local Government; ii) to determine the relationship between internal service quality and employee job satisfaction in Gulu District Local Government; and iii) to determine the relationship between internal service quality and organizational performance of Gulu District Local Government. This study used exploratory research design. The overall district employee population is 2,139. The sample size of 337 was determined using Slovene’s formula. The results revealed that there was a positive and significant relationship between employee job satisfaction and organizational performance. Furthermore, the study revealed that there was a positive and significant relationship between internal service quality and employee job satisfaction. Lastly, the study revealed that there is a positive and significant relationship between internal service quality and organizational performance. The study concluded that both employee job satisfaction and internal service quality influenced organizational performance of Gulu District Local Government. In conclusion, these findings point towards employee motivation like employee recognition, promotion and career development