The Influence of Quality Service Delivery on Competitive Advantage of Universities operating in Kenya
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Date
2016-11
Journal Title
Journal ISSN
Volume Title
Publisher
The Research Journal
Abstract
Purpose: The purpose of this paper is to explore the
influence of Quality Service Delivery dimensions on
Competitive Advantage in universities operating in Kenya.
This was an exploratory quantitative research.
Method: This was a quantitative exploratory study. A total
of 378 respondents from 17 universities participated in the
research. A self-administered likert scale questionnaire was
distributed to both students and faculty.
Findings: The study found out that four dimensions of
Quality Service Delivery namely Tangibles, Assurance,
Responsiveness and Empathy had a strong positive significant
relationship with Competitive Advantage. While Reliability
had a positive relationship with Competitive Advantage, it was
not significant factor. The findings are in line with several
other studies and theories.
Research limitations: The study is limited because it was
only carried among universities operating in Kenya.
Furthermore, the study had been done only in service industry.
This limits applicability to universities operating outside
Kenya and other non-service industry.
Implications: The study supports developing and
focusing on intangible competences in order to gain
competitive advantage. The study implies that management
need to work on crafting strategies that best combines
resources in order to generate competitive advantage.
Description
Keywords
Quality Service Delivery, Competitive advantage, core competencies, distinctive competencies, intangible assets