ALIGNING EXPECTATIONS: CUSTOMER REQUIREMENTS FULFILMENT AND STUDENT SATISFACTION WITH EXAMINATIONS MANAGEMENT IN ISO 9001:2015 CERTIFIED UNIVERSITIES IN KENYA
DOI:
https://doi.org/10.46827/ejes.v13i10.7037Keywords:
customer focus, meeting customer requirements, student satisfaction, examinations management, SERVQUALAbstract
Universities in Kenya operating under ISO 9001:2015 quality management systems are expected to consistently deliver efficient, transparent, and reliable academic services that fully meet student expectations, particularly in critical processes such as examinations management. However, the current situation in many Kenyan public universities reveals persistent inefficiencies in examinations management despite ISO 9001 certification. This study, therefore, sought to examine the relationship between meeting customer requirements and student satisfaction with examinations management in ISO 9001: 2015 certified universities in Kenya. The study was guided by the Service Quality (SERVQUAL) model and Deming’s Theory of Quality Management. The study adopted the convergent parallel mixed method research design and targeted final-year students and university management members in 24 ISO 9001:2015 certified universities in Kenya. Proportionate and stratified simple random sampling techniques were used to select 19 public and two private universities. Purposive sampling was used to select 76 university management members who served as the key informants, while the simple random sampling technique was used to select 380 final-year students. Both a student satisfaction questionnaire and an interview guide for the management were used for data collection. Quantitative data were analysed using descriptive and inferential statistical methods comprising means and standard deviations as well as bivariate regression analysis, respectively supported by SPSS version 28.0. Qualitative data were thematically analysed using NVivo 14.0 software. The study established that meeting customer requirements is a central driver of student satisfaction with examinations management in ISO 9001:2015 certified universities in Kenya. Grounded in SERVQUAL, particularly reliability and responsiveness, the findings affirm that satisfaction is achieved when services are delivered accurately, consistently, and in a timely manner. Universities should, therefore, enhance operational consistency in examinations management by standardizing processes and enforcing clear service timelines across departments.References
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