Abstract:
Public as well as private organizations are increasingly realizing that sound records
management is linked to service delivery. However, Moi University is yet to realize the
role of records management to quality service delivery. This is due to lack of policy
frameworks on management and destruction of records and inadequate qualified staff
among others. The aim of the study was to investigate the role that records management
play in enhancing the quality of services offered at Moi University. The objectives were
to: establish how records are managed in Moi University in support of the business
function ; determine the quality standards applicable to records management in Moi
University; establish the policies guiding records management in Moi University;
Identify the challenges encountered in the management of records; and how they impact
on quality service provision and suggest ways and strategies for improvement of records
management to enhance quality of services in Moi University. The researcher utilized a
comprehensive Service Quality Gap Model and the Records Continuum Model. The
study was qualitative and some aspect of quantitative approach. Data was collected
through face to face interviews and questionnaires. The qualitative data was analyzed
thematically to identify the relationship between categories established, while
quantitative data was analyzed using descriptive statistics. The study sample size was 78
respondents drawn from Moi University. The key findings were that: the university
generates more diverse records, records management is largely manual and it makes it
difficult for one to trace a document or a file and this has compromised the security of
records and the organizational culture does not appreciate records management as a tool
to enhance quality service delivery. The study concluded that records management aspect
is not well developed thus undermining quality service delivery. Recommendations
proposed were that: the University should develop a comprehensive records management
programme and policies, integrate ICT in management of records and employ adequate
qualified personnel. The study further suggested strategies for the study. Conducting of a
records survey to understand the university‟s records environment is one of the strategies
suggested by the study to aid in the implementation of records management and service
delivery in the university.