| dc.contributor.author | Kinyanjui, Sarah | |
| dc.date.accessioned | 2026-03-10T07:31:06Z | |
| dc.date.available | 2026-03-10T07:31:06Z | |
| dc.date.issued | 2024 | |
| dc.identifier.issn | 2321–8916 | |
| dc.identifier.uri | http://repository.mut.ac.ke:8080/xmlui/handle/123456789/6597 | |
| dc.description.abstract | Higher education has been identified as a veritable vehicle for the growth of economies and fostering development
internationally. Customer satisfaction with the quality of services provided largely depends on the ability of individual
encounters to provide the client with the feeling of contentment from the association. Commitment by staff, their
availability for one-on-one interaction and their capacity to innovate with regard to the instruction mediums of use
may equally shore up the client satisfaction levels in a university. The study sought to carry out an analysis of the
service quality of graduate student retention in Kenya. The study employed a descriptive design, and the stratified
random sampling method was used for sampling purposes. The marketing department personnel at the University of
Nairobi, Kenyatta University, Jomo Kenyatta University of Agriculture and Technology, Strathmore University, United
States International University, and Daystar University served as the respondents. Data was collected by using
questionnaires and analyzed using descriptive and inferential statistics. The study found out that service quality
levels were confirmed to have assured the institutions ability to generate optimal referrals. The study recommends
that universities enhance their service quality levels by working towards ensuring commitment from staff members. | en_US |
| dc.language.iso | en | en_US |
| dc.publisher | THE INTERNATIONAL JOURNAL OF BUSINESS & MANAGEMENT | en_US |
| dc.subject | Graduate student retention, service quality, Kenyan Universities, customer satisfaction | en_US |
| dc.title | Nexus between Service Quality and Graduate Student Retention in Selected Universities in Kenya | en_US |
| dc.type | Article | en_US |
