Browsing by Author "Lubanga, Joyleen"

Now showing 1 - 1 of 1
  • Thumbnail Image
    Item
    Strategic Change Management Practices and Service Delivery by Teaching Staff in Selected Public Universities in Nairobi City County, Kenya
    (Reviewed Journal International of Business Management, 2025-05) Lubanga, Joyleen; Wambua, Peter Philip
    There has been inadequate service provision by the teaching staff at public universities in Nairobi City County, Kenya. Statistics reflect disparities in service delivery across different universities, with some institutions facing more significant challenges than others. There is a considerable percentage of students express dissatisfaction with the quality of instruction. Therefore, this study’s main focus was to examine how delivery of service by teaching staff of selected public universities in Nairobi City County, Kenya is affected by practices of strategic change management. This research endeavored to improve service delivery in selected public universities, contributing to informed policymaking and benchmarking practices across the sector. This study was anchored on the SERVQUAL model, dynamic capabilities theory, network governance theory, stakeholder theory and contingency theory. This study was conducted using descriptive research design, which involves gathering information through questionnaires from a selected group of individuals. The target population was five (5) public universities which are UoN, Kenyatta University, TUK, CUK and Multi Media University. The total number of teaching staff across these universities was estimated at 4,676, forming the sampling frame for the study, with approximately 354 respondents selected through stratified simple random sampling. A semi-structured questionnaire was employed to collect primary data. The analysis of data was done using descriptive statistics such as percentages, mean and standard deviation and inferential statistics. The study revealed that strategy leadership, strategic alliance, stakeholder involvement and organizational structure had significantly influenced service delivery. The study concluded that through strategic leadership, a culture of collaboration is cultivated among faculty members, administrative staff, and students. The strategic partnerships facilitate resource sharing among institutions, which can include access to funding, research facilities, and educational materials. The study recommended that professional development programs should be implemented to equip academic staff with essential leadership skills. The Universities should implement collaborative projects to enhance engagement and academic staff should seek partnerships with local organizations and businesses to develop programs that address community challenges. The University should implement a comprehensive professional development programs to equip staff with the necessary skills and knowledge to improve service delivery.