Challenges in the Era of Globalization - iaabd

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Proceedings of the 12th Annual Conference © 2011 IAABD favourable investment climate, the need to close Gap I and Gap 5 becomes imperative in FDI clients’ decision making on sector destinations. The question is which business strategies may be crafted based on the findings to close the two Gaps and improve FDI inflows to the different sector destinations in the Ugandan economy? The gaps model of service quality The Gaps model of service quality based on the seminal contribution by Parasuraman et al. (1988, 1985) that service users (FDI clients in this research) subjectively judge the service in terms of whether the service received is equal or exceeds what was expected (Gap 5). Service quality perceptions influence investment decisions for both FDI clients and GOU officials. FDI clients’ investment decisions are based on quality of services received form GOU officials while GOU official investment decisions are based on what they perceive as the best sector destination. It should be noted that the two categories of investment decisions may not point to same sector destination in the economy. The providers’ Gap 1 reflects a potential failure by GOU officials to understand FDI clients’ expectations. Gap 5 reflects a potential disparity between FDI clients’ expected and actual quality of investment services offered by GOU officials. This research will investigate Gaps 1 and 5 of the Gaps model. The model has a set of Gaps numbered 1 to 5 (Zeithaml, Bitner & Gremler 2006). Parasuraman et al (1988) originally suggested ten service quality dimensions that service users base on in evaluating quality of service. After considerable research and testing, Parasuraman et al (1990) reduced the ten to five dimensions namely tangibles, reliability, responsiveness, assurance, and empathy. Kang and James (2004) criticize the five and add technical and image quality to make them seven. In this research, the seven dimensions will be used in investigating how perceptions of GOU officials and those of FDI clients influence investment decisions to the different sector destinations in the Ugandan economy. Hypothetical models pertaining to gaps 1 and 5 Based on the problem statement and the Gaps model of service quality, three hypothetical models can be developed for this research as showed in Figures 1, 2, and 3. The constructs of Figures 1, 2 and 3 are based on extensive analysis of the secondary sources pertaining to service quality. In order to use multiple sources of data, the strategy of methodological triangulation will be adopted for this research (Collis & Hussey 2009). Figure 1: Hypothetical model pertaining to potential Gap 5 between FDI clients’ expected and actual service quality Recommendations from other FDI clients Comprehensive service environments Basic communication needs of FDI clients Relationship between FDI clients and GOU officials Knowledge levels of FDI clients Providers’ perceptions of FDI clients’ expectations Past experience of FDI clients H1.1 H1.2 H1.3 Service Potential Expected service quality Actual service quality 286
Challenges in the Era of Globalization Edited by Emmanuel Obuah Figure 2: Hypothetical model pertaining to service quality as designed by GOU officials FDI client expectations of GOU officials’ quality of service Investment research findings of GOU officials GOU officials’ organisation structure Relationship interaction between GOU officials and FDI clients GOU officials’ perceptions of FDI clients’ needs Figure 3: Hypothetical model pertaining to potential disparity between FDI clients’ service quality perceptions and service quality as designed by GOU officials (Gap 1) Source: Derived from Figures 1 and 2 supplemented Potential disparity by secondary between sources. To test the hypotheses in Figures 1, 2 and 3 to have a clear understanding of the meaning of identified research variables, each variable needs to be brought into the context of service quality perceptions of GOU officials’ and FDI clients’ perceptions of quality of investment services influence FDI investment decisions to the different sector destinations in the Ugandan economy. Significance of the study The study will enable GOU officials to realize their failures in meeting FDI clients’ expectations of quality investment services that are the bases for FDI decisions on which sector destination is finally chosen. Failure recognition will also lead to closing of Gaps 1 and 5 thus improving FDI inflows to the different sector destinations of the Ugandan economy which also leads to the creation of jobs, economic growth, and national stability. Research Objectives Independent variables as listed in Figure 1 Independent variables as listed in Figure 2 H3.2 H3.3 Primary research objective The primary research objective is to empirically test the three hypothetical models (Figures 1, 2, and 3) and the associated hypotheses as motivated by secondary sources and use methodological triangulation H3.1 expected and designed service quality Gap 1 H4.O FDI clients’ service quality perceptions GOU officials’ designed service quality Service quality as designed by GOU officials 287
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Challenges in the Era of Globalizat
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Table of Contents Challenges in the
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Lennart Bangens, Goteborg, Sweden C
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Local Steering Committee Jacob Musi
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Track 1: Accounting, Finance, and I
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Abstract Challenges in the Era of G
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Abstract Determinants of Bank Lendi
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Empirical Results Challenges in the
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Table 3 Determinants of Competitive
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Research Findings Challenges in the
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Abstract: Study on Africa Governmen
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Abstract Challenges of Oil Revenue
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Abstract Land Based Sources of Poll
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Abstract On the Mitigation of Rever
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Assessment of pollutants in nigeria
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Figure 1: Lagos off shore survey po
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Track 5: Management Education Chall
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Table: Model Fitness Regression Sta
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Conclusion Challenges in the Era of
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37. Provision of sound education fo
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The cost structure Challenges in th
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Empirical Analysis Challenges in th
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Conceptual Definitions Challenges i
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Conclusions and Implications Challe
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Abstract Exploring Organisational R
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district hospitals: Evidence from N
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Defining the Organisational Culture
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Table 1: A Summary of Operating Ban
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Discussion and Conclusion Challenge
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Abstract What does Globalization me
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7. I see globalization as providing
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Research Methods approach Challenge
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Statement of the Problem Challenges
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Convenient location of banks Challe
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Figure 1.Framework for Bank selecti
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Banks in Ghana Challenges in the Er
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References: Challenges in the Era o
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Figure 5: Causal loop diagram inclu
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The study seeks to: • examine typ
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Figure 2: Customer Perception of MT
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Relationship Commitment Total 1264.
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Figure 1: Components of Data Analys
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Abstract Marketing Nigerian medicin
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References Challenges in the Era of
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Conclusion Dissatisfied 6 3.4 3.6 7
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Abstract Customer satisfaction with
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Methodology Challenges in the Era o
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Discussion Challenges in the Era of
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GOVERNMENT MoFED SECTORS Structure
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