Influence of quality management systems on service provision in the University of Nairobi, Kenya
Andollo, Agness A.
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Quality of service forms the enduring wealth and security of the societies, institution and their people. The role of quality management systems in institutions of higher learning is in a highly competitive environment for universities, this has been confirmed by management administrators and academicians who continually seek for ways to have more effective and meaningful educational instruction. Quality management system is applied to organizations, experimented and implemented in institutions of higher learning to provide high quality and standards for both service industry and education it is in this light that this study was conceived. The objective of this study was to establish the extent to which quality management system influence service provision in the University of Nairobi. The University of Nairobi is forced to slowly emerge as an organization driven by commercial imperative of market led forces. The study examined the influence of training and empowerment, strategic planning, top management support, Effective communication and organizational infrastructure as an aspect of quality management system on service provision in the University of Nairobi. The study was conducted using expost facto design and the target population was the entire University of Nairobi employees with a sample size of 392 employees. Purposive, stratified and simple random techniques were used. The findings of this study indicated that training and empowerment, strategic planning, top management support, Effective communication and organizational infrastructure as an aspect of quality management system had a relationship and significant influence on service provision in the University of Nairobi. The results further revealed that there is a positive relationship between quality management systems and service provisions. The study concludes that the University of Nairobi employees should be empowered through training this would motivate them and would lead to job satisfaction and provision of quality service. This would resolve customer complaint and the employees would be effective and efficient in providing quality service. The University of Nairobi needs to apply quality management systems to a great extent in all its services, the top management need to use the strategic planning to empower employees to teamwork and effective communication so as to promote total quality within University of Nairobi. Quality management is a 'never ending journey of continuous improvement, this study recommends that the University of Nairobi should train and empower its employees continue reviewing its strategic plan, encourage top manage support, develop effective communication that is up down and across and provide supportive technologies and equipment for quality organizational infrastructure so as to provide effective and efficient quality service. Further the study recommend that a similar study with larger sample size should be undertaken to enhance in-depth analysis of understanding how different sets of quality management systems differs from institutions of learning service provision and to enable comparisons of data sets. The study also recommends that a similar study should be undertaken in other institutions of higher learning to establish the benefits and challenges of quality management systems and its contribution to employees' performance and crucially further research should be undertaken to determine the influence of quality management systems in institutions of higher learning and how it contributes to an organizational performance.