The Service Quality - Customer Satisfaction Nexus: A Study of Employees and Students Perceptions in Kenyan Private Universities

Abstract

The Higher Education Performance (HEdPERF) instrument was adapted to measure service quality (SQ) in private Kenyan higher education institutions (HEIs). Exploratory factor analysis was used to determine the scale’s validity, and path analysis examined the model linking the SQ and customer satisfaction (CS) constructs. It was ascertained that with respect to Kenyan private higher education, SQ is an antecedent of customer satisfaction (CS) in that it directly influences CS. Given that employees and students of selected private universities were surveyed, the results provide an opportunity for HE managers to develop strategic SQ delivery deliverables for their universities. HEdPERF was also found to be a valid measurement tool that could be used for measuring service delivery in the private higher education sector in Kenya.