Influence of Service Responsiveness on Student Satisfaction in Schools of Business of Chartered Universities in Kenya

Jane Naitore Kimaita, Hellen Kabue, Stephen Ntuara Kiriinya and Phares Ochola
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Jane Naitore Kimaita: Department of Business Administration and Management, The Technical University of Kenya, Kenya
Hellen Kabue: Department of Business Administration and Management, The Technical University of Kenya, Kenya
Stephen Ntuara Kiriinya: Department of Business Administration and Management, The Technical University of Kenya, Kenya
Phares Ochola: Department of Management Science, The Technical University of Kenya, Kenya

International Journal of Research and Innovation in Social Science, 2025, vol. 9, issue 4, 4748-4753

Abstract: The purpose of the study was to determine the influence of service responsiveness on student satisfaction in Schools of Business of Chartered Universities in Kenya. A cross-sectional descriptive research design was used. Second, third- and fourth-year students from schools of business of chartered universities in Kenya were chosen. The study used stratified sampling, a pilot test was carried out on 2 universities with 10 respondents from each university to assess the instrument’s validity and reliability. This was tested using Cronbach’s Coefficient Alpha with a threshold of 0.7. Primary data was collected from 400 respondents where questionnaires were self-administered to students during the common unit classes. Statistical Package for Social Sciences (SPSS) (2020) version 27 was used for data analysis. The study used Multinomial Logistic Regression Model. The results revealed that service responsiveness was statistically significant for each of the three rating categories.

Date: 2025
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