Abstract: The general objective of the research was to analyze the relationship of procurement procedures and service quality delivery in public institutions. The specific objectives were to assess the relationship between procurement policies and service quality delivery, to analyze the relationship between procurement planning procedures and service quality delivery, toestablish the relationship between buyer/supplier procedures relationship and service quality delivery, to analyze the relationship between monitoring and evaluation and service quality delivery. The research was conducted in one of the public institution which is REMA located at Gasabo District, Kakiru Sector. The research used the data from 2016 up to 2019. This research increased the knowledge of the researcher in the field of procurement especially in public procurement. Based on the literature to be reviewed in this research the researcher got more understanding on quality service delivery in public institutions. Through the recommendations provided by researcher; research benefited the administration of REMA by showing how to make an effective procurement procedures which affect the service quality delivery of the institution. The total population for this study was 81 persons; these are employees of Rwanda Environment Management Authority; Since the population of this research was composed with a small number of people there was no need to apply a formula to calculate the sample size of this research. Therefore, the researcher used the total population as a sample size of this research thus the sample size of this research is 81 employees in departments with the information relate to procurement. Raw data was transformed into meaningful interpreted report using different techniques. In order to get quality information, there is generally need for standard checking so that the researcher could end up with realistic data, which clearly reflect the depicted situation. Thus, stand checking was done through editing, coding, and tabulation. The study tried to present the findings of assessing the expectations and perceptions of procurement practices and service quality delivery in public institutions context in Rwanda. The assessment of service quality expectations and perceptions investigated in this study has proved to be reliable in REMA though a remarkable number of respondents remained neutral in terms of procurement practices in REMA and some disagreed with the statements related to service quality delivery. The research revealed that procurement policies, procurement planning, buyer/supplier relationship and monitoring and evaluation affect the service quality delivery in Rwanda Environment Management Authority ; this indicated by the fact that there was big number of agreement with the statements related to the procurement practices and service quality delivery in REMA. Thus; the researcher concluded that procurement practices affect service quality delivery in REMA. The researcher recommends REMA to put in place rigorous measures to ensure that procurement practices are based on carefully crafted plans that take into consideration the regulations of the procurement and disposal Act. The management of REMA should eliminate all elements of corruption in procurement practices and promote integrity in the procurement process. This will in turn lead to improvement service delivery. Effective coaching in understanding procurement practices and service delivery should continuously be organized to refresh REMA staff.
Keywords: service quality delivery, procurement procedures, REMA staff, buyer/supplier relationship.
Title: RELATIONSHIP OF PROCUREMENT PROCEDURES AND SERVICE QUALITY DELIVERY OF PUBLIC INSTITUTIONS: A CASE OF RWANDA ENVIRONMENT MANAGEMENT AUTHORITY (REMA)
Author: MURWANASHYAKA JEAN BAPTISTE, Dr. MBONIMANA GAMARIEL
International Journal of Thesis Projects and Dissertations (IJTPD)
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