Student perception on service delivery at Moi University: a case study of privately sponsored student programme (PSSP) in Eldoret West Campus, Kenya

Abstract

Higher education institutions need to be concerned with how their students feel about their educational experience through their perceptions. The study investigated student perception on service delivery. It was based on service quality theory and employed case study research design. A sample of 324 students was selected from a population of 1080 students using random sampling technique to generated qualitative data using a questionnaire and respondents’ observation. Data was presented in simple frequency tables and analyzed thematically. The study found academic content service delivery, administrative service delivery and physical facility service delivery as important processes as perceived by students and were satisfied with lecturers’ attendance to lectures, management of exams, ability of staff to handle students’ complaints and availability of sporting facilities. Students expressed dissatisfaction with inadequate teaching and non teaching staff, inadequacy of library services and poor maintenance of facilities. The study recommend university to expedite the recruitment of more teaching and non-teaching staff, expand library services and mobilize resources to adequately support the growing student population.