| dc.description.abstract | Interest in service delivery in universities has grown considerably over the last decade. Higher education institutions are increasingly placing greater emphasis on meeting students' expectations and needs. As universities become more student orientated, student perceptions of higher educational facilities and services are becoming more important. It was apparent therefore that there was a need to measure students' perceptions of service delivery at the university of Nairobi Kisii extra mural centre.
In the competitive environment, delivering outstanding quality services and ensuring customer satisfaction are seen as a major impetus in nurturing an organization's long-term survival. The competition to attract students to the universities has become intensive as the higher education sector in Kenya enters a mature stage. As a consequence, a more thorough understanding of the principal target market (students) being served by the university is a critical step toward developing a comprehensive marketing plan for competing effectively in the marketplace. Universities must therefore become more knowledgeable about the marketplace in order to deliver high quality services that will satisfy students.
The title of this research project report was student's perception on service delivery in the University of Nairobi: The case of Kisii extra mural center. The objectives of this research project report was to determine the influence of services delivery in Kisii extra mural centre university of Nairobi on student's perceptions, to establish the relationship between dimensions of service quality and student's satisfactions and to assess students expectations in terms of higher educational services provided.
The study used Gaps model of service quality that was originally developed by Parasuraman et al. (1988). Three assumptions were formulated about the relationships between service delivery dimensions and perceived service delivery. Data was collected from 44 respondents using questionnaires and the SERVQUAL instrument from students of the University of Nairobi Kisii extra mural centre. Hopefully this research project report will make a contribution to the service delivery literature by providing an empirically based insight into the service delivery construct in Kisii extra mural centre university of Nairobi. From the theoretical perspective, the research was an attempt to measure students' perceptions of the service delivery and its evaluative dimensions.
From the practical perspective, this study will assist the university marketers and practitioners to develop and implement services, marketing strategies for achieving a high quality of service, and enhancing student satisfaction. Lastly, this research will offer a platform for future research into service delivery in the University of Nairobi. The findings of this study revealed that the most of the respondents were dissatisfied with the state of equipment that is the facility had inadequate up to date equipments. The findings also revealed that the respondents at all time expected that service delivery should have been maintained high at all times.
It was also revealed that the respondent were truly concerned with their perception of the quality of service that they received in the center. Their, most significant determinant of service quality was quality of administration, Students perceived administrative quality to be more important than other dimensions in determining quality of services they received therefore their is a need for the branch administrator to take a decisive role in removing barriers to student satisfaction by listening and responding to student expectations, by Continuously measuring student perceptions, implementing a customer-focused mission statement, rewarding service oriented support staff, and revising practices and procedures that interfere with satisfying students. There is a need also to respond to student feedback, the simple act of surveying student opinions regarding their level of satisfaction with college services and programs will show that the university cares. | en_US |
