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首页> 外文期刊>Journal of Education and Practice >Service Charter and Its Moderating Effect on the Relationship Between Tangible Elements of Service and Student Satisfaction at Selected Public Universities in Kenya
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Service Charter and Its Moderating Effect on the Relationship Between Tangible Elements of Service and Student Satisfaction at Selected Public Universities in Kenya

机译：肯尼亚部分公立大学的服务宪章及其对有形服务要素与学生满意度之间关系的调节作用

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In the last few years, Kenyan public universities have been faced with challenges of quality service delivery challenges. These challenges have in many occasions led to students’ unrests leading to disruption of studies and university operations. The effects of such riots in public universities have resulted in massive destruction of property and injuries that lead to loss of life in the violent confrontation between the students and the police. To address these challenges, public universities have developed unique service quality strategies such as Service Charters and Complaint Resolution Mechanism among others to guide them in the delivery of services. The study aimed at examining how and to what extent service charters moderates the relationship between tangible elements of service and student satisfaction. The study used a descriptive research design. Through a stratified random sampling procedure, a sample of 1976 students was drawn from a target population of 270120 students from the selected five public universities. A questionnaire was used to collect data from the sampled students where a pick and drop process was used to administer the questionnaires. Under the descriptive analysis, the study computed the percentages and means while in quantitative analysis; the study used the regression and ANOVA to analyze the data and to test the research hypotheses. The study findings indicated that, university service charter positively and significantly moderated the relationship between tangible elements and student satisfactions (R 2 change =.235, p 0.05). The study concluded that service charter has a critical role in directing the physical infrastructure that are needed to offer the service quality necessary for student satisfaction. This study recommended that management of put in place the right structures, teaching and learning facilities, accommodation facilities, Laboratory equipment and other physical facilities commensurate to the service they purport to offer.
机译：在过去的几年中，肯尼亚的公立大学面临着提供优质服务的挑战。这些挑战在许多情况下导致学生动荡，导致学习和大学运营中断。公立大学中的此类骚乱造成财产的大量破坏和伤害，导致学生与警察之间的暴力对抗中丧生。为了应对这些挑战，公立大学制定了独特的服务质量战略，例如《服务宪章》和《投诉解决机制》，以指导他们提供服务。该研究旨在研究服务宪章如何以及在何种程度上缓和服务有形要素与学生满意度之间的关系。该研究使用了描述性研究设计。通过分层随机抽样程序，从选定的五所公立大学的270120名学生的目标人群中抽取了1976名学生作为样本。使用问卷调查从被抽样学生那里收集数据，并使用取放过程管理问卷。在描述性分析下，该研究在进行定量分析时计算了百分比和均值。该研究使用了回归分析和方差分析来分析数据并检验研究假设。研究结果表明，大学服务宪章积极有效地缓解了有形因素与学生满意度之间的关系（R 2的变化= .235，p <0.05）。该研究得出的结论是，服务章程在指导物理基础设施方面发挥着至关重要的作用，而物理基础设施是提供学生满意所必需的服务质量所必需的。这项研究建议管理适当的结构，教学设施，住宿设施，实验室设备和其他与其应提供的服务相对应的物理设施。

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