Customer Engagement in Project Planning, Implementation and Evaluation on Performance in Service Cops Limited

Abstract

The study focused on assessing the influence of customer engagement in project planning, implementation and evaluation towards the performance of projects in Service Cops Limited in Uganda. The study sought to establish the extent to which customer engagement in project planning, implementation and evaluation has influenced performance of projects in Service Cops Limited. A cross sectional research design with a mixed method approach was used because it emphasizes detailed contextual analysis of a limited number of events or conditions and their relationships. The stratified sampling method was used to identify the 156 respondents of who 106 responded giving a response rate of 68%. Respondents were not willing to provide data through interviews and therefore data was collected through questionnaires. The findings showed there is a positive relationship between customer engagement, project implementation and evaluation and the performance of projects in Service Cops Limited. This therefore implies that all project leads should focus on the engagement of their key customers in all project stages to ensure performance measured in terms achievement of project milestones.