| dc.description.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. | en_US |
