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Customer Service Strategy and the Operational Performance of Public Universities in Lrec, Kenya

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  • Erick, Wendo
  • Wanjere, Dishon
  • Simiyu, Edwin

Abstract

Purpose: To assess the effect of customer service on the operational performance in Lake Region, KenyaDesign: The study was anchored on the stakeholder theory. A causal research design was used, with data collected from ten universities in the western region using stratified proportionate random sampling. The target population was 923 and the sample included 229 staff who responded to the questionnaires. Data was collected and analyzed using SPSS software.Findings: The study found that customer service strategy alignment&had a significant effect on the operational performance of public universities in the Lake Region Economic Block, Kenya customer service alignment strategy (t=17.877)Value: In conclusion customer service strategy alignment had significant and positive impact on performance of public universities in Lake Region Economic Block.

Suggested Citation

  • Erick, Wendo & Wanjere, Dishon & Simiyu, Edwin, 2025. "Customer Service Strategy and the Operational Performance of Public Universities in Lrec, Kenya," Sustainable Business and Society in Emerging Economies, CSRC Publishing, Center for Sustainability Research and Consultancy Pakistan, vol. 7(3), pages 631-642, September.
    • Handle: RePEc:src:sbseec:v:7:y:2025:i:3:p:631-642
    DOI: http://doi.org/10.26710/sbsee.v7i3.3501
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