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Influence of Service Responsiveness on Student Satisfaction in Schools of Business of Chartered Universities in Kenya

Author

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  • Jane Naitore Kimaita

    (Department of Business Administration and Management, The Technical University of Kenya, Kenya)

  • Hellen Kabue

    (Department of Business Administration and Management, The Technical University of Kenya, Kenya)

  • Stephen Ntuara Kiriinya

    (Department of Business Administration and Management, The Technical University of Kenya, Kenya)

  • Phares Ochola

    (Department of Management Science, The Technical University of Kenya, Kenya)

Abstract

The purpose of the study was to determine the influence of service responsiveness on student satisfaction in Schools of Business of Chartered Universities in Kenya. A cross-sectional descriptive research design was used. Second, third- and fourth-year students from schools of business of chartered universities in Kenya were chosen. The study used stratified sampling, a pilot test was carried out on 2 universities with 10 respondents from each university to assess the instrument’s validity and reliability. This was tested using Cronbach’s Coefficient Alpha with a threshold of 0.7. Primary data was collected from 400 respondents where questionnaires were self-administered to students during the common unit classes. Statistical Package for Social Sciences (SPSS) (2020) version 27 was used for data analysis. The study used Multinomial Logistic Regression Model. The results revealed that service responsiveness was statistically significant for each of the three rating categories.

Suggested Citation

  • Jane Naitore Kimaita & Hellen Kabue & Stephen Ntuara Kiriinya & Phares Ochola, 2025. "Influence of Service Responsiveness on Student Satisfaction in Schools of Business of Chartered Universities in Kenya," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 9(4), pages 4748-4753, April.
    • Handle: RePEc:bcp:journl:v:9:y:2025:issue-4:p:4748-4753
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    References listed on IDEAS

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    1. Miklós Pakurár & Hossam Haddad & János Nagy & József Popp & Judit Oláh, 2019. "The Service Quality Dimensions that Affect Customer Satisfaction in the Jordanian Banking Sector," Sustainability, MDPI, vol. 11(4), pages 1-24, February.
    2. Pham Thi Lien, 2017. "Training Service Quality and its Effects on Student Satisfaction: Case of a Vietnam University," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 7(4), pages 99-110, April.
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