Abstract:
Purpose: The objective of this study was to: investigate the relationship between Quality Management
System’s Audit and Customer Satisfaction in Public Universities in Kenya.
Methodology: The researcher employed Correlation research design using mixed methods approach. This
study was undertaken in public universities in Kenya. There were 31 public universities in Kenya. These
universities are spread across the country. Out of these, 15 had been awarded ISO 9001 QMS certification
(KEBS, 2019). A sample of 8 universities was used for the study. All universities are regulated by CUE
hence the same standards ought to apply in regard QMS. Data was analyzed using both descriptive
statistics such as frequencies, mean, mode, median and inferential statistics such as linear regression. Data
was presented using tables and figures.
Findings: The coefficient of determination also known as the R-square of 0.222 was found. This means
that Quality Management System’s audit explains only 22.2% of the variations in the customer
satisfaction at the Universities that were studied. The study shows there was a weak relationship between
Quality Management System’s Audit and Customer Satisfaction (β =0.111). The relationship was also not
significant at 5% level of significance (P-value=0.087>0.050). This finding implied that an improvement
in Quality Management System’s audit by one unit led to a 11.1% -unit improvement in customer
satisfaction.
Unique Contribution to theory, practice and Policy: The results of this research may inform both the
public universities and the Ministry of Education in Kenya so that they may appreciate the issue of quality
of services so as to enhance customer satisfaction. Universities management may also benefit from the
results of the study because it may expose the gaps in auditing and how it affects quality of management
of Universities. Organizations receive ISO 9001 certification that specifies the requirements for a quality
management system where an organization needs to demonstrate its ability to consistently produce quality
products and services. ISO 9001 certification also aims to enhance the quality of services through
effective application of the system, continual improvement, the assurance of conformity to customers and
applicable statutory and regulatory requirements. Universities in Kenya should adhere to Universities
Regulations, as they strengthen their internal quality assurance structures, systems and mechanisms with
aim of improving customer satisfaction
