Impact Of Implementation Of Iso 9001:2008 Certification On Service Delivery In Kenya’S Public Universities: A Case Of Kisii University

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.