Abstract: This study sought to determine the influence of customer processes on the performance of private universities in Kenya. The study was informed by Resource Based Theory and Stakeholders Theory. The study adopted a descriptive research design. The target population is the 30 private universities in Kenya. Stratified random sampling was used to select the 190 respondents from the 30 the private universities in Kenya. Correlation and regression analysis was used to show the relationship between the independent and dependent variable. The regression of results showed that customer processes and performance of private universities is positively and significantly related. The study recommends that the private universities should focus on meeting the needs and expectations of their customers, including students, alumni, and donors. This can be achieved through metrics such as student retention rates, alumni satisfaction, and donation amounts.
Keywords: Customer Processes, Performance, Private Universities.
Title: INFLUENCE OF CUSTOMER PROCESSES ON PERFORMANCE OF PRIVATE UNIVERSITIES IN KENYA
Author: Veronicah Wambui Thiongó, Antony Sije
International Journal of Social Science and Humanities Research
ISSN 2348-3156 (Print), ISSN 2348-3164 (online)
Vol. 11, Issue 1, January 2023 - March 2023
Page No: 231-237
Research Publish Journals
Website: www.researchpublish.com
Published Date: 24-March-2023
