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

Author

Listed:
  • 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)

  • Phares Ochola

    (Department of Management Science, The Technical University of Kenya, Kenya)

  • Stephen Ntuara Kiriinya

    (Department of Business Administration and Management, The Technical University of Kenya, Kenya)

Abstract

The aim of the study was to establish the influence of service tangibility on student satisfaction in chartered Universities in Kenya and in particular students in the School of Business. Service Tangibility was measured using four constructs namely; physical facilities, equipment, personnel and communication materials. The study adopted stratified sampling and primary data was collected from 400 respondents. Questionnaires were self-administered to students during common unit classes. Statistical Package for Social Sciences (SPSS) (2020) version 27 was used for data analysis. The study used the Multinomial Logistic Regression Model. The study found out that service tangibility was significant across the three evaluation categories (Strongly agree, Agree and Disagree).

Suggested Citation

  • Jane Naitore Kimaita & Hellen Kabue & Phares Ochola & Stephen Ntuara Kiriinya, 2023. "Influence of Service Tangibility on Student Satisfaction in Schools of Business of Chartered Universities in Kenya," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 7(9), pages 642-647, September.
    • Handle: RePEc:bcp:journl:v:7:y:2023:i:9:p:642-647
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    References listed on IDEAS

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    1. Muhammed Ngoma & Peter Dithan Ntale, 2019. "Word of mouth communication: A mediator of relationship marketing and customer loyalty," Cogent Business & Management, Taylor & Francis Journals, vol. 6(1), pages 1580123-158, January.
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