| dc.description.abstract | Adequate facilities in learning institutions are key drivers of better service delivery and meeting expectations of clients. It also ensures competitive position; the result of which is reduced cost and quality service delivery. This study compared learning facilities within the University of Nairobi (UON) and United States International University (USIU). The objectives of this study were to identify the factors determining quality service ratings and to physically audit facilities utilized by MBA students in Module II at the University of Nairobi and at the evening programme at USIU.
The study provides a framework for evaluating the quality of higher education offered by public as well as private universities. It is also important for the programme managers because it gives the customer feedback from stakeholders. Researchers will use this study as a reference. Aspects of total quality management and facilities audit have also been discussed.
A comparative study, consisting of all Module II MBA students at UON and all the evening students at USIU Business School, was carried out. Findings revealed that the two universities significantly differ, in terms of the quality of services they provide. The study found out that majority of USIU students perceive higher quality in their facilities compared to UON students since 37.5% at USIU perceive their services to be 'good' compared to 20% of the students at UON. In addition, 21.9% of the students at USIU reported 'extremely good' compared to 16.7% of the students at UON.
Physical facilities audit was conducted to investigate the actual situation in the Institutions. USIU had an average mean score of 4.22 while UON had an average mean score of 3.44. The audit results determined that the quality of services offered to the 'students in USIU is better than the quality of services offered in UON. | en |
