The Influence of Quality Service Delivery on Competitive Advantage of Universities operating in Kenya

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dc.contributor.authorJeketule Soko, Jacob
dc.contributor.authorGachunga, Hazel
dc.contributor.authorKatuse, Paul
dc.contributor.authorOtieno Odhiambo, Romanus
dc.date.accessioned2019-05-03T09:07:32Z
dc.date.available2019-05-03T09:07:32Z
dc.date.issued2016-11
dc.description.abstractPurpose: 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.en_US
dc.identifier.urihttps://hdl.handle.net/20.500.12342/943
dc.language.isoenen_US
dc.publisherThe Research Journalen_US
dc.subjectQuality Service Deliveryen_US
dc.subjectCompetitive advantage, core competenciesen_US
dc.subjectdistinctive competenciesen_US
dc.subjectintangible assetsen_US
dc.titleThe Influence of Quality Service Delivery on Competitive Advantage of Universities operating in Kenyaen_US
dc.typeArticleen_US
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