Iso 9001:2008 Quality Management System Certification and Service Quality in Kenyan Public Universities: a Case of the University of Nairobi

Abstract

The study set out to find the influence of ISO 9001:2008 Quality management systems certification on service quality in Kenyan public universities, and in particular, the case of the University of Nairobi. To accomplish this, the objectives of the study were to establish the service quality dimensions at the University of Nairobi and to determine the relationship between ISO 9001:2008 certification and service quality at the University of Nairobi. A descriptive survey research design was used in the study as it describes a relationship between the variables. The target population for this study was 12,055 students from the School of Business. This comprised PhD, Masters and undergraduate students. The study used a stratified random sampling technique to pick 100 respondents. Primary data was collected from students using close ended Likert type questionnaire. It was found that tangibles was ranked highly by the students while responsiveness of the university staff was ranked poorly. The study also showed that there exists a positive relationship between ISO 9001:2008 Quality Management system certification and service quality. Findings of the research show that there is need to adopt ISO 9001:2008 QMS certification in Kenyan public universities. The study recommends the adoption and implementation of ISO 9001:2008 Quality management system in Kenyan public universities so as to ensure service quality. The study also recommends that universities find out the service quality needs of their students through various methods such as student satisfaction surveys and continuous dialogue. The universities should also train their staff on service quality.