Influence of Service Tangibility on Student Satisfaction in Schools of Business of Chartered Universities in Kenya

Abstract

The aim of the study was to establish the influence of service tangibility on student satisfaction in chartered Universities in Kenya and in particular students in the School of Business. Service Tangibility was measured using four constructs namely; physical facilities, equipment, personnel and communication materials. The study adopted stratified sampling and primary data was collected from 400 respondents. Questionnaires were self-administered to students during common unit classes. Statistical Package for Social Sciences (SPSS) (2020) version 27 was used for data analysis. The study used the Multinomial Logistic Regression Model. The study found out that service tangibility was significant across the three evaluation categories (Strongly agree, Agree and Disagree).