RELATIONSHIP BETWEEN QUALITY ASSURANCE OFFICERS' TRAINING AND CUSTOMER SATISFACTION IN PUBLIC UNIVERSITIES IN KENYA

Authors

  • Edward Kiplangat Boiyon School of Education: University of Kabianga
  • Joshua Manduku School of Education: University of Kabianga
  • Joseph Rotumoi School of Education: University of Kabianga

Keywords:

Quality Assurance, Officers' Training, Customer Satisfaction, Public Universities

Abstract

Purpose: The purpose of the study was to investigate the relationship between Quality Assurance Officers' training and Customer Satisfaction in Public Universities in Kenya.

Methodology: The researcher employed Correlation research design using mixed methods approach. This study was undertaken in public universities in Kenya. There were 31 public universities in Kenya. These universities are spread across the country. Out of these, 15 had been awarded ISO 9001 QMS certification (Kenya Bureau of Standards, 2019). A sample of 8 universities was used for the study. All universities are regulated by CUE hence the same standards ought to apply in regard QMS. Data was analyzed using both descriptive statistics such as frequencies, mean, mode, median and inferential statistics such as linear regression. Data was presented using tables and figures. 

Findings: The study shows a weak relationship exist between QAOs training and
customer satisfaction (β =0.210). The relationship was not significant at 95% level of significance (P-value=<0.050). This finding implied that an improvement in training of QAOs by one unit led to a 0.210-unit improvement in customer satisfaction. There is a need to improve quality of  training offered to quality assurance officers alongside ISO standards

Unique contribution to theory, practice and policy: The results of this research will inform both the public universities and the Ministry of Education in Kenya so that they may appreciate the gaps in   quality of training of staffs so as to enhance customer satisfaction. Universities management may also benefit from the results of the study because it may expose the gaps in training and preparation of QAOs in execution of their mandate/duties. Organizations receive ISO 9001 certification that specifies the requirements for a quality management system where an organization needs to demonstrate its ability to consistently produce quality products and services. ISO 9001 certification also aims to enhance the quality of services through effective application of the system continual improvement, the assurance of conformity to customers and applicable statutory and regulatory requirements. Furthermore, the findings of this study may generate useful theoretical literature for further studies and the necessary actions that will be undertaken in order to address the issue of quality services in our public universities.

Downloads

Download data is not yet available.

Author Biographies

Edward Kiplangat Boiyon, School of Education: University of Kabianga

Post Graduate Student

Joshua Manduku, School of Education: University of Kabianga

Lecturer

Joseph Rotumoi, School of Education: University of Kabianga

Lecturer

References

Ariff, M. S., Zaidin, N. & Sulong, N. (2013). Total Quality Management implementation in Higher Education: concerns and challenges faced by the faculty. Paper presented at the 12th International Conference on ISO 9000 and TQM. Taiwan, ROC
Brown, R. H. & Clignet, R. (2014). Democracy and Capitalism in the Academy: Commercialization of American High Education. New York: Teacher College Press.
Calvo- Mora, A., Leal, A. & Roldan, J. L. (2005). Relationship between the EFQM Model Criteria: A study in Spanish Universities. Total Quality Management and Business Excellence, 16 (6), 741- 770
Campatelli, G., Citti, P. & Meneghin, A. (2011). Development of a simplified approach based on the EFQM Model and Six Sigma for the implementation of TQM Principles in a university administration. Total Quality Management and Business Excellence, 22 (7), 691-704
Creswell, J. W. (2013). Research Design: Qualitative, Qualitative and Mixed Methods Approaches: Sage Publications
Goetsch, E. (2013). How to Approach Customer Experience Management, Sage Publications
Harris, R., Willis, P., Simons, M. & Underwood, F. (2008). The Pelicans Fight: Apprentices Improving quality within higher education.... Available from:https://www.researchgate.net/publication/286640545_Improving_quality_within highereducation_institutions_the_roles_of_external_quality_agencies_in_lower_ Income_count ies [accessed Aug 06 2018].
Hendricks, R.. (1996). Advantages of implementing QMS in higher education. Researchers World, 8(2), 74
International Organization for Standardization. ISO 10005-2005: Quality Management Systems - Guidelines for Quality Plans (2nd ed.). Geneva, Switzerland: Print
International Organization for Standardization. ISO 9001- 2008: Quality Management System Requirements (4th ed.). Geneva, Switzerland: ISO, 2008. Print
James & Williams, 2008; Goetsch & 2013)[12] Measurement of business excellence. Total Quality Management Journal. 9 (7), 633-643
Krejcie, R. & Morgan, D.(1970). Determining Sample Size for Research Activities. Educational and Psychological Measurement, 30, 607- 610
Kenya Bureau of Standards. (2019). ISO 9001 Certified Public Universities in Kenya. Nairobi. https://www.kebs.org [accessed in July 2019]
Keyton, J. (2006). Communicating in Groups: Building Relationships for Group Effectives. Oxford University Press
Kirinyaga University (2015) Quality Management Procedures
Kombo, D. L. & Tromp, D. L. (2006). Proposal and Thesis Writing: An Introduction. Nairobi: Paulines Publications
Kothari, C. R. (2009). Research Methodology: Methods and Techniques. Delhi: New Age International
Mathooko, J. (2015). Responsible corporate change: detecting and managing employee stress. Occupational Medicine. 65(3), 226-228.
Mugenda, O. M. & Mugenda, A. G. (2003). Research Methods: quantitative and qualitative approaches. Nairobi: Act Press.
Nakauka R. M. (2010). A comparative study of factors influencing equal employment opportunity practice in public universities: A case of non-teaching staff in UoN, KU and JKUAT. Unpublished MBA Thesis, Kenyatta University, Nairobi, Kenya
Sarrico, C. S., Rosaa, M. J., Teixeira, P. N. & Cardoso, M. F. (2010). Assessing quality and evaluating performance in higher education: Worlds apart or complementary views? Minerva, 48, 35-54
Shrestha & Chalidabhongse (2016). The effectiveness of external quality audits on Australian Universities: A study with Australian Universities. Quality in Higher Education, 19(3), 358-375
The Research Advisors (2006) Sample Size, accessed via http://www.research- advisors.com/tools/SampleSize.htm.
Thompson, E. & Kolsky, E. (2012). How to Approach Customer Experience Management, Doc. G00125606

Downloads

Published

2020-06-17

How to Cite

Boiyon, E. K., Manduku, J., & Rotumoi, J. (2020). RELATIONSHIP BETWEEN QUALITY ASSURANCE OFFICERS’ TRAINING AND CUSTOMER SATISFACTION IN PUBLIC UNIVERSITIES IN KENYA. African Journal of Education and Practice, 6(4), 1 – 19. Retrieved from https://www.iprjb.org/journals/index.php/AJEP/article/view/1089

Issue

Section

Articles