Relationship between organizational culture and service quality in Universities in Kenya

Abstract

This article investigated the relationship between Organizational Culture and Service Quality in universities in Kenya. Dimensions of Organizational Culture that were addressed were Consistency, Involvement, Mission and Adaptability which were measured using Denison’s Organizational Culture Survey. Service Quality dimensions measured were Reliability, Assurance, Tangibles, Empathy and Responsiveness using SERVQUAL. The study used survey research design which was quantitative in nature. Sample size comprised of 225 teaching staff in the business program in four chartered universities in Kenya. Data was analyzed using descriptive statistics. To measure the causal relationship, regression and correlation analyses were conducted. The study findings showed that there was a significant, positive relationship (r=0.727, p-value=0.000) between Organizational Culture and Service Quality in universities in Kenya. Organizational Culture had a significant influence (r2=0.529, p-value=0.000) on Service Quality in universities in Kenya. The study recommended that the university leadership needs to streamline the working within departments, increase training of necessary skills, improve on communication, conduct regular consultation with employees and encourage employee involvement in planning process.