Add in-strategic responses adopted by Kenyan state corporations in the education sector to manage quality customer service

Abstract

In order to keep up with the competition and changing consumer needs and wants in the competitive business environment, Kenyan state corporations in the education sector need to use effective strategies in managing service quality among customers. Changing consumer needs and business environment has necessitated Kenyan state corporations in the education sector to adopt strategies to survive hence attracting and retaining customers. Adoption of effective strategies promotes quality service delivery in the industry hence social economic developments in Kenya. Firms should formulate and implement strategies to enable them seize strategic initiatives and maintain a competitive edge in the market. The competitive aim is to provide satisfactory customers service. The research objectives of the study were; to determine the strategies adopted by Kenyan state corporations in the education sector to manage service quality for customers and to establish the effectiveness of the strategies used by Kenyan state corporations in the education sector to manage quality customer service. The study population consisted of all Kenyan state corporations in the education sector. The descriptive study method was adopted to analyze data. The study established that there quite a number of strategies that are used by Kenyan state corporations in the education sector involve high costs that make it difficult for corporations to use them frequently. Efficiency and effectiveness is the core drive of Kenyan state corporations in the education sector. The study found out that quite a number of strategies used by Kenyan state corporations in the education sector are applied ignorantly without adequate knowledge and understanding of the target market. Therefore, Kenyan state corporations in the education sector should embrace strategic thinking practices for their survival in the dynamic and competitive business environment.