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Service Quality Perceptions of Foreign Direct Investment
University of Gävle, Faculty of Education and Business Studies, Department of Business and Economic Studies.
University of Makerere Business School, Kampala, Uganda.
2013 (English)Conference paper, Published paper (Refereed)
Abstract [en]

The aim of this paper is to investigate a potential disparity between actual service experience and clients’ service quality expectations (Gap 5) among FDI clients in Uganda and how this impacts FDI inflows to the Ugandan economy.  A double-column research instrument was used to source 215 FDI clients’ perceptions of investment service quality in this study. The pilot tests indicated that the instrument had good internal consistency with all Cronbach’s alpha reliability coefficients greater than 0.8 for both expected and actual service perceptions. For the phenomenological part, two focus groups each comprising between six and ten participants was assembled for FDI clients.  Structural equations modelling (SEM) was used to test the theory through confirmatory factor analysis (CFA) and goodness-of-fit tests. The CFA established that the hypothetical model used did not meet the required minimum specifications. The goodness-of-fit tests established that the researchers’ model did not fit its sub-sample data. The paired samples t-test indicated that Gap 5 existed among FDI clients in Uganda. Qualitative findings too indicated that gap 5 existed among the DFI clients. The paper provided Government of Uganda´s investment officials with knowledge on service quality perceptions of their FDI clients and the strategies to close clients’ Gap 5

Place, publisher, year, edition, pages
2013. 80-94 p.
Keyword [en]
Service, expected, experienced, designed, quality, FDI inflows
National Category
Business Administration
Identifiers
URN: urn:nbn:se:hig:diva-15454OAI: oai:DiVA.org:hig-15454DiVA: diva2:652484
Conference
2013 Isis San Antonio International Multidisciplinary Academic Conference, San Antonio, Texas, USA, October 15th-18th 2013
Available from: 2013-09-30 Created: 2013-09-30 Last updated: 2013-11-05Bibliographically approved

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CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard-cite-them-right
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • sv-SE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • de-DE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf