dc.description.abstract | The Purpose of this study was to find out whether implementation of ISO 9001:2008
certification helps to improve service delivery in Kenyan Public Universities and
especially in Kisii University. ISO standards can by their nature be used by any
organization regardless of their size, purpose of location and are voluntary. The study
was guided by the following four objectives; To determine the influence of customer
focus on service delivery in Kisii University, To assess the influence of Leadership on
service delivery in Kisii University, To establish the influence of continuous
improvement on service delivery in Kisii University and finally to find out the
influence of involvement of people on service delivery in Kisii University. The study
reviewed literature based on ISO Certification and service delivery, empirical review
on past studies, theoretical framework and conceptual framework. The literature was
supported by Deming’s theory and institutional theory. The study adopted a
descriptive survey design. The target population was 1261 academic and nonacademic
staff consisting of Heads of Departments, Deans of faculties, Chairs of
Departments (CODs), Lectures and Administrative Assistants and 21 student leaders
from Kisii University main campus. Stratified sampling technique was used to select
303 respondents from the target population and then random sampling was used to
select respondents in each department. Questionnaires were used to obtain primary
data from the sample population. After data collection data was screened, sorted and
coded by use of SPSS. The findings of the study concluded that customer focus has a
positive influence on improved service delivery at Kisii University, β1 = 0.449, p <
0.001. The findings have also revealed that leadership has a positive influence on
improved service delivery, β2 = 0.123, p < 0.05. In addition, continuous improvement
has a positive influence on improved service delivery, β3 = 0.213, p < 0.001. Finally,
involvement of people has a positive influence on improved service delivery at Kisii
University, β4 = 0.181, p <0.01. These findings will be beneficial to universities and
statutory bodies. Finally, there is a need to put up suggestion boxes at the departments
to encourage input from staff and clients for improved service delivery. In addition, to
enhance the positive impact of leadership, there is need to review the policies and
procedures of communication within the institution. The study also recommends need
for full commitment of the top management in the implementation of ISO especially
through setting aside necessary resources towards its implementation. In order to
enable continuous improvement in the university, there is need to realize the
importance of documentation of procedures. | en_US |