Learner perception of service quality of University of Nairobi student management information system (SMIS) at Kisumu Campus, Kenya

Abstract

Service quality is the assessment of how satisfying a service is, according to the customer's expectations. Measuring service quality involves both subjective and objective processes of specific dimensions of service: reliability, responsiveness, assurance, empathy, tangibles. Satisfaction, on other hand, is more inclusive: it is influenced by perceptions of service quality, product quality, and price as well as situational factors and personal factors. The Student Management Information System (SMIS) provides a simple interface for maintenance of student information. The SMIS deals with all kind of student details, academic related reports, college details, course details, curriculum, batch details, placement details and other resource related details too. Due to the need for client satisfaction in terms of efficiency and effectiveness the SMIS is used by educational institutes to maintain the records of students easily and to increase an institution’s competitiveness. This study sought to establish the learner perception of service quality of University of Nairobi student management information system (SMIS) at Kisumu Campus, Kenya. The research was carried out through a cross-sectional assessment design which asked respondents on the SMIS services in regards to service quality. The population of study mainly constituted students at the University of Nairobi, Kisumu Campus. The data collected was analyzed using descriptive statistics.