Enterprise Resource Planning System and Customer Satisfaction: A Survey of Public Universities in South Rift Region, Kenya

Abstract

Corporate world is changing its way of doing business regionally and globally, Learning institutions worldwide have realized the need for prompt communication with their stakeholders. In the past there has been a problem in the way business processes were relating, hence there is a need for integrating them to enable faster execution of organizational functions. Universities in Kenya and beyond have seen the need for full implementation of enterprise resource planning system to address promptness in sharing data. This study sought to assess the effectiveness of student management module of Enterprise resource planning system (ERP) on customer satisfaction in Public universities in Kenya South Rift Region. The target population was 192 ERP users of Public universities in South Rift Region where a 85 response was erecived. Purposive sampling was employed followed by stratified sampling technique. The research employed descriptive survey design where adat was collected using structured questionnaires. Data collected from the research study was analyzed using descriptive statistics. The study recommends that universities should; develop a system where students access their academic information such as transcripts, fees balances, units registration and all correspondences online; fully embrace biometric identification of students so as to weed out imposters; develop an Online Student application and student registration an trained all employees on ERP system