The Impact of Leadership Practices on Service Quality : A Case of a Private University in Nairobi County
| dc.contributor.author | Saisi, Elias M | |
| dc.date.accessioned | 2024-04-19T12:48:18Z | |
| dc.date.available | 2020-08-12T17:49:22Z | |
| dc.date.available | 2024-04-19T12:48:18Z | |
| dc.date.issued | 2019-07 | |
| dc.description.abstract | Higher education institutions and more specifically, private universities have faced increasing pressure on many fronts in the recent past. The pressure includes: increased competition from both the existing and upcoming public and private universities, an increase in the size and diversity of the student population, dealing with the fast changing technology, increased calls for accountability, a higher demand for quality by all the stakeholders involved, more responsibility for research and teaching and greater emphasis on efficient and effective management. This case study investigated the impact of leadership practices on service quality in private universities in Kenya and was guided by three specific objectives: to identify leadership practices that impact on service quality, to determine how leadership practices impact on service quality, and to identify which leadership practice has the most impact on service quality. The study adopted the service quality model; the leadership practices inventory model and transformational leadership theory. The target population of this study was students and staff from the selected university. Stratified sampling technique was used to select the students and staff who participated in the study. Quantitative method research and correlation design were used in this study. Quantitative data was collected from the respondents using two survey instruments: the leadership practices inventory to conduct a leadership survey while the service quality instrument, for the service quality survey. The university vice chancellor and some selected subordinates completed the leadership practices inventory survey. 60 students from the university completed the service quality questionnaire. Correlation analysis and a linear regression analysis were used to analyze the data collected. The findings of the study indicated a strong positive linear correlation between the leadership practices of the vice chancellor and the service quality experienced by students at the university. The study is beneficial to the university, the public and government, policy makers in the ministry of education, other universities and future researchers. It recommends that the Vice Chancellor should model the way by clarifying values, lead by example and align actions with the organization’s shared values to ensure service quality. Future studies may be conducted in other service sectors to promote a better understanding of the impact of leadership on service quality. | |
| dc.identifier.uri | https://repo.pacuniversity.ac.ke/handle/123456789/2990.2 | |
| dc.language.iso | en | |
| dc.publisher | Pan Africa Christian University | |
| dc.subject | impact of leadership Quality | en_US |
| dc.subject | transformation leadership theory | en_US |
| dc.subject | leadership and service Quality | en_US |
| dc.title | The Impact of Leadership Practices on Service Quality : A Case of a Private University in Nairobi County | en_US |
| dc.type | Thesis | en_US |
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