Browsing by Author "Lubanga, Joyleen Amwayi"

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
    (Kenyatta University, 2025-10) Lubanga, Joyleen Amwayi
    Systemic challenges, including funding constraints, governance inefficiencies and quality assurance gaps, continue to undermine service delivery in Kenyan public universities. Limited funding has forced institutions to pursue alternative revenue streams, often compromising academic priorities. 75% of teaching staff report persistent issues such as inadequate materials, delayed pay and rigid bureaucracy. Administrators cite overcrowding, understaffing and strained infrastructure. These recurring concerns expose structural flaws in how service delivery is designed and managed. Therefore, this study’s main focus was 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. To ascertain the questionnaire’s validity and reliability, a pilot study was conducted in JKUAT main campus where 36 participants were involved approximately 10% of the total study sample. 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 which included multiple regression analysis. The results were presented using tables and figures with the help of SPSS software. The study reveals that strategy leadership, strategic alliance, stakeholder involvement and organizational structure had significantly positively influenced service delivery. The study concludes that strategic leadership fosters a collaborative culture among faculty, administrators, and students, enhancing coordination and responsiveness. Strategic alliances promote resource sharing across institutions, improving access to funding, research infrastructure, and instructional materials. Stakeholder involvement ensures that diverse perspectives inform program design, aligning services with market and societal needs. A well-defined organizational structure facilitates clear communication and decision-making, which are essential for efficient service delivery in public universities. The study recommends implementing targeted professional development programs to equip academic staff with strategic leadership competencies. Universities should design training aligned with specific service delivery needs to enhance staff performance. Collaborative projects should be prioritized to strengthen stakeholder engagement, while partnerships with local organizations and businesses can help develop community-responsive programs. Institutions should also invest in structured organizational frameworks that support effective communication, accountability, and service coordination.