Relationship Between ISO 9001:2008 QMS and the Tangibiles of Services Offered in Public Universities in Kenya

Abstract

The purpose of this study was to determine the relationship between ISO 9001:2008 management systems and the tangibility of services offered in Kenyan Universities. The study employed correlational research design and the target population for the study comprised of academic staff, administrators and students in the public universities. The population of the study was 305 214 respondents and therefore a normal sample of 384 respondents was adequate for the study. A sample of 222 students, 72 members of academic staff and 90 members of administrators were proportionately sampled. Linear regression analysis statistics at α = 0.05 level of significance was used to empirically test the hypothesis. The study established that ISO 9001:2008 had significant relationship between the tangibility of service offered in public universities with variations of 9% and 37% of quality from teaching staff respondents and student’s respondents respectively but contradicted by administrative staff who showed zero variations.

Keywords: ISO 9001:2008 QMS, Tangibility of services, public universities