EFFECT OF INNOVATION STRATEGY ON SERVICE DELIVERY IN PUBLIC UNIVERSITIES IN WESTERN REGION, KENYA.

Abstract

The changing operational landscape of public universities necessitates innovation strategy. Funding constraints due to reduced government funding and budget cuts is a major challenge affecting service delivery in public universities globally and even universities in Western region. Innovation strategy is regarded to be a significant factor in enhancing service delivery within these institutions. The main objective of this study was to investigate the effect of innovation strategy on service delivery in public universities in Western Region. The specific objectives of the study were the effect of technological innovation, service innovation, organizational innovation and moderating effect of management support on service delivery. The study was anchored on resource-based view theory and dynamic capability. The study adopted a causal 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 Kenya. Hence, a target population of 220 respondents with a sample size of 142 respondents was determined using Yamane’s formula. Simple random and stratified sampling techniques were used. The sample universities were MMUST, JOOUST, Maseno and Kibabii. A pilot study was conducted in Moi University in Uasin Gishu county. Content and construct validity of the research instrument adopted in this study were evaluated through assessment by university supervisors and factor analysis. The reliability of the research instrument was assessed using the Cronbach alpha test. Data collected was processed and analyzed using the SPSS software version 23, adopting descriptive and inferential statistical analysis methods. Data collected was presented in the form of tables and figures. The findings of the study indicated that technological innovation had a positive and statistically significant effect on service delivery in public universities in Western region (β= 0.835, p = 0.00). Service innovation was found to have statistically significant influence on service delivery (β = 0.789, p = 0.00). Organizational innovation was found to have a statistically significant impact on service delivery (β =0.756, P= 0.00). Management support was found to have a positive and significant moderating effect on the relationship between innovation strategy and service delivery. From these findings, the study concluded that technological innovation had the most significant effect on service delivery in public universities. The study recommended that universities should prioritize improvement of digital infrastructure to support effective virtual learning, digital administration of students and increased access to learning resources. Also, universities are encouraged to regularly review and update their service delivery systems and curriculum to meet their customers’ needs and expectations. Correspondingly, the public universities should embrace resource exchange partnerships and networks to improve the quality of services offered. Additionally, universities are encouraged to revolutionize their management structures and systems to embrace managerialism in the university administration. Study findings are instrumental in improving policy formulation and decision-making by educational institutions such as public universities, Commission for University and Ministry of education