| dc.description.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 | en_US |
