Electronic Procurement and Customer Satisfaction in Marie Stopes Health Centre Kampala Uganda

ABSTRACT

This study aimed at establishing the relationship between electtonic Procurement and customer satisfaction in Marie stop healthy centre Kampala Uganda. It was guided by three objectives that included; i) to examine the effect of E-sourcing on customer satisfaction in Marie stop health center Kampala Uganda. ii) to establish the effect on automated order system (AOS) on customer satisfaction in Marie stop health center Kampala Uganda. iii) to expose the effect of E-informing on customer satisfaction in Marie stop health center Kampala Uganda. This research employed descriptive correlation research design to describe the relationship between variables. The study population was 1000 respondents including patients’ employees and healthy top officials and sample size was 200 respondents. The findings revealed the following; AOS (Automated Order System) usage significantly affects customer satisfaction at manes topes healthy centre Kampala Uganda , electronic funds transfer has a significant effect on customer satisfaction at manes stopes healthy centre, and lastly, online purchasing has a significant effect on customer satisfaction at manes topes healthy centre Kampala Uganda. The researcher concluded that; effective AOS usage increases customer satisfaction at manes stopes healthy centre Kampala Uganda, improvement in electronic funds transfer increases customer satisfaction, effective online order systems improves customer satisfaction and ineffective online order systems reduces customer satisfaction, the researcher concluded that better electronic procurement increases the level of customer satisfaction at manes topes healthy centre, and conversely infective electronic procurement system reduces it. The researcher recommended that; the healthy centre should set up more simple ,effective and convenient AOS systems, this will make the customers access the services all the time, the healthy centre should carry out different workshops aiming at teaching their clients, hence providing them with all the knowledge and skills of using AOS systems, the healthy centre should provide electronic funds transfer services 24 hours, hence helping the clients to access the services all the time, manes stopes healthy centre Kampala Uganda should improve more on the customers’ feedback, without delay should respond to clients’ problems, suggestions, and complaints immediately, the staff of the healthy centre should be able to help the customers whenever they experience any problem with electronic purchasing system, and it should be handled in a prompt manner, the staff of the healthy centre should be able to help the customers that whenever they request for any service at the healthy centre, they render it so fast to the customers, and the researcher recommends that the healthy centre should use phone calls, e-mails and personnel visits while communicating with customers, this will also lead to the improvement in customers’ feedback.