EFFECT OF SERVICE CHARTER - OPERATIONAL STRATEGY ALIGNMENT ON OPERATIONAL PERFORMANCE OF PUBLIC UNIVERSITIES IN LAKE REGION ECONOMIC BLOCK, KENYA

Abstract

Keyan Public universities have enormous part to play in providing quality education ad services to the public I lie with existing national policies and development goals. To improve transparency and accountability, many organizations have adopted service charters showing their commitments to stakeholders. However, despite the widespread adoption of service charters in Kenyan public universities, limited empirical evidence exists on how the alignment of these charters with operational strategies influences institutional performance. This raises the question of how service charter–operational strategy alignment influences the performance of public universities in the Lake Region Economic Block, Kenya. This study examined the effect of service charter operational strategy alignment on the operational performance of the public universities in the Lake Region Economic Block, Kenya. The specific objectives were to establish the effect of customer service Strategy Alignment, human resource management Strategy Alignment, supplier Strategy Alignment and resource strategy alignment on the performance of public universities in the Lake Region Economic Block, Kenya. The universities include Kaimosi Friends University, Rongo University, Kisii University, Jaramogi Oginga Odinga University of Science and Technology, Masinde Muliro University of Science and Technology, Kibabii University, Tom Mboya University, Koitalel Arap Samoei University College, Maseno University and Alupe University. This study was based on the stakeholder’s theory that underlines the importance of fulfilling the needs and expectations of all the groups affected by university operations. An explanatory research design was used, with data collected from ten public universities in Lake Region Economic Block research using stratified sampling ad simple random sampling. Th target population was 536 and the sample was made up of 229 staff who respondents to questionaries. The data was collected and analyzed using the SPSS, with correlation ad regression analysis used to explore relationships and predict the effects of service charter organization strategy alignment on operational performance. Qualitative data was organized into themes ad used to explain the relationship between the study variables. The findings from the study offer a detailed understanding of how strategic alignment of service charters ca promote efficiency, effectiveness and overall performance in public universities. The study showed that all proportions of service charter operational strategy alignment - Customer service, Huma Resource Management, Supplier and Resource strategy alignment had significant positive effect on the operational performance of public universities in the Lake Region Economic block, Kenya. (t= 1.87. p<.0.05), human resource management strategy alignment (t = 5.17, p < 0.05 ); supplier strategy alignment (t=13.12, p < 0.05) ; resource alignment strategy (t= 9.62, p < 0.05). The study achieves that operational strategy alignments have a positive and significant effect on operational performance of public universities in Lake Region Economic Block. This study offers empirical evidence that aligning service charters with operational strategies improves operational performance in public universities, offering real understanding for management. This study recommends that there are a number of customer service, human resource management, supplier and resource charter attentions that should be followed. The Public universities in Lake Region Economic Block should ensure that supplier strategy alignment is considerate to requirements of the institution and should be based on student needs for amicable service delivery. The study recommends that public universities in the LREB integrate and align customer service, human resource, and other operational strategies with the service charter to enhance service quality, efficiency, and overall institutional operational performance.