Effect of Knowledge Management on service delivery in Masinde Muliro University of Science and Technology, Kenya

Abstract

Knowledge management is significant in enhancing service delivery in institutions of higher learning. However, universities in developing countries continuously grapple with limited budget, weak and inadequate infrastructure, thus affecting service delivery. It is against this background that the purpose of this study was to investigate the effect of knowledge management on service delivery in institutions of higher learning: A Case of Masinde Muliro University of Science and Technology. The objectives of this study were: to establish how the level of awareness on service delivery in institutions of higher learning; to determine effect of knowledge management system on service delivery in institution of higher learning; to assess the effect of culture change on service delivery in institution of higher learning and to examine the effect of information and communication technology on service delivery in institutions of higher learning. Human Capital Theory supported the study. The study adopted a descriptive survey design. The total target population was 298 administrative staff Masinde Muliro University of Science and Technology. The study used Yamane formula to calculate the sample size of 171 respondents. The study adopted stratified and simple random sampling in sampling the respondents. Data was collected using a questionnaire that had both open and closed-ended questions. A pilot was carried out at Kibabii University before the main study to ascertain the reliability and validity of research instruments. The study used content validity, and the reliability of the instrument was tested through the use of Cronbach Alpha value. The collected data were cleaned, coded, managed and analyzed with the aid of SPSS software version 23. Data analysis was done using descriptive and inferential statistics. Descriptively data were analyzed using frequency, percentages, means, and standard deviations. Inferentially data were analyzed using correlation and multiple regression models. Analyzed data were presented in the form of frequency tables. The study found out that there was a significant effect of level of awareness on service delivery in institutions of higher learning (β4=0.314, p=0.000). There was a significant effect of the knowledge management system on service delivery in institutions of higher learning (β4=0.216, p=0.0008). There was a significant effect of culture change on service delivery in institutions of higher learning (p= 0.0110) (β4=0.179, p=0.0110). There was a significant effect of information and communication technology on service delivery in institutions of higher learning (β4=0.184, p=0.0089). Therefore, the overall regression results imply that there is a positive and significant effect of knowledge management on service delivery in institutions of higher learning. The study concluded that, indeed, information communication technology plays a role in managing knowledge. The study recommended that the university should train its staff on the importance of information sharing. The institution's training policy be implemented and to include periodical staff rotation. The institution to improve the knowledge management systems not only to include internet but also other systems like emails, data warehouse, routine decision making, and other networks; the university should ensure that its connectivity is sufficient to enable sharing of information. For this to be achieved, knowledge management officer be employed. This will lead to an improvement in knowledge management, thus increased service delivery.