Organizational Innovation and Service Delivery in Public Universities in Western Region, Kenya

Abstract

Purpose: Organizational innovation is acknowledged as a key factor in assisting public universities maintain service delivery efficiency. Public universities operate in a dynamic and competitive business environment that poses strategic, operational and tactical challenges which affect their service delivery efficiency. This study sought to establish the effect of organizational innovation on service delivery in public universities in Western region.

Design/Methodology/Approach: The study adopted a descriptive survey research design collecting data using structured questionnaires. The target population of the study were deputy vice chancellors, directors, deans of schools and heads of departments from four public universities in Western region. A sample size of 142 respondents was determined using Yamane’s formula. Simple random and stratified sampling techniques were used. Data collected was analyzed descriptively using percentages, mean and standard deviation and inferentially using regression analysis and Pearson correlation analysis.

Findings: Research findings indicated a statistically positive and significant interrelation between organizational innovation and service delivery (β =0.756, P = 0.00).

Implications/Originality/Value: The study aims at fostering the effective implementation of organizational innovation in public universities. The study outline on how effective partnerships and collaborations, revolutionization of management structures and systems and continuous digital training of staff enhances service delivery in public universities.