Determinants Of Automation Of Student Support Services In Kenya Methodist University, Nairobi County

Abstract

Automation provides an organization with a competitive edge and increases chances of customer satisfaction. Computerized benefits have enormously propelled, assuming a noteworthy job in enhancing the models of administration in higher learning organizations. Days are a far gone when students would sit tight for quite a long time before getting their outcomes, school charges or some other money related exchanges would set aside opportunity to finish, enrollment of units would be hard time and feedback would not be there. Students would now be able to do this whenever it might suit them by utilizing their telephones or over the web from the solace of their homes. Moreover, because of the enormous development of the cell-phone industry most higher learning institutions have wandered into the undiscovered chance and have collaborated with cell-phone network suppliers provide services to their customers. However, as the need for adoption of information and communication technologies to enhance services delivery to students, Universities in Kenya—both public and private are still finding it a challenge to fully automate the student support services. Thus, the purpose of this study was to examine the determinants of automation in institutions of higher learning. Specifically, the study sought to establish the influence of perceived ease of use, perceived usefulness, self-competence, and organizational support on automation of student support services. A Cross-sectional descriptive research design was used in this study. The study sample was drawn from 4 academic schools of Kenya Methodist University (KeMU). The sample size of 240 students was selected using stratified random sampling technique and convenience sampling technique. The key informants of the study were the ICT officers and registrar of academics. The study used a structured questionnaire and interview schedule as instruments for data collection. The validity and reliability of the instrument were assessed before the actual collection of data. The study combined both quantitative and qualitative data analysis methods. Quantitative data were analyzed using Statistical Package for Social Sciences (SPSS) using descriptive statistics. Qualitative data was analyzed using content analysis technique. The study findings revealed that students as users of automated support services in KeMU perceive the services as useful and important. The automated student support services enhance students’ effectiveness for their school-related services. With regard to perceived ease of use, the study found out that the automated student support services are easy to use and understandable. On IT infrastructure and internet skills, the study found out that the University has inadequate resources in form of computers for use by students. The study further found that, the University has for long being using archaic computers and that communication lines are not always clear. With regard to self-competence, the study found that students are not fully able to utilize automated student support services and the management commitment to effective automation of student support services is inadequate. Therefore, the study recommends that there is need for the University management to invest in IT infrastructure and internet skills of the students. Also, the study recommends the University management to invest in the purchase of current generation computers in order to maximize on the benefits of the available automated student support services.