2021
DOI: 10.47941/hrlj.631
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A Comparative Analysis on the Relationship Between Organizational Culture and Service Quality in Public and Private Universities in Kenya

Abstract: Purpose: The purpose of this study was to compare the relationship between Organizational Culture and Service Quality between public and private universities in Kenya. Methodology: The methodology of this study comprised of descriptive and causal research designs. The target population was 2,475 teaching staff in the 23 chartered public and 17 chartered private universities in Kenya. Sample size comprised of 225 teaching staff in the business program in two chartered public and two chartered private univ… Show more

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Cited by 3 publications
(7 citation statements)
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“…However, the results demonstrated that the perceived QC and SQ levels of public universities are better than private universities in Pakistan. The results of this study differ from a recent study conducted in Kenya, which found that private universities had higher mean OC and SQ scores than public universities [ 89 ]. This may be for a couple of reasons: first, this study investigated OC in relation to SQ, which is a broader concept; however, in comparison, QC mainly emphasizes quality; second, the context of the study is also important as this study was conducted in a Kenyan context with a completely different culture.…”
Section: Discussioncontrasting
confidence: 99%
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“…However, the results demonstrated that the perceived QC and SQ levels of public universities are better than private universities in Pakistan. The results of this study differ from a recent study conducted in Kenya, which found that private universities had higher mean OC and SQ scores than public universities [ 89 ]. This may be for a couple of reasons: first, this study investigated OC in relation to SQ, which is a broader concept; however, in comparison, QC mainly emphasizes quality; second, the context of the study is also important as this study was conducted in a Kenyan context with a completely different culture.…”
Section: Discussioncontrasting
confidence: 99%
“…Finally, the hypothesis (H5) was tested by PLS-SEM, and the results revealed that the overall QC had a significant effect on the overall SQ of Pakistani universities. This result is also supported by some earlier studies in which researchers found a significant effect of OC on SQ in the public sector [ 9 ], the ICT sector [ 12 ], the power sector [ 10 ], and in the HE sector in Kenya [ 89 ]. However, the effect of QC on SQ is much stronger in the HE context of Pakistan than that of OC on SQ in the Kenyan HE context.…”
Section: Discussionsupporting
confidence: 86%
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“…In this study, it was evident that employee engagement and organisational culture has influence on service quality, however, employee engagement had greater influence as compared to organisational culture. Nevertheless, a similar study by Ngugi et al (2021) revealed that organisational culture has a greater influence on service quality than employee engagement. A productive work culture fosters engagement, increases employee contentment, and increases production.…”
Section: Marital Statusmentioning
confidence: 95%
“…The mission also permits the firm to shape current behaviour by predicting a desired future state (Zeraatkar, Roudneshin & Sobhanallahi, 2020). Ngugi, Gachunga and Mukanzi (2021) posit that being able to adapt and ascertain a firm's mission enables employees to be engaged in their job, which enables them to provide quality services. According to Ngugi et al (2021:3), "this dimension has three features viz.…”
Section: Denison's Organisational Culture Modelmentioning
confidence: 99%