Effect of Staff Integrity on Provision of Quality Service Delivery in Universities in Nakuru County, Kenya

Abstract

The study was conducted to assess the effect of staff integrity on quality service delivery in Universities in Nakuru County, Kenya. The purpose of the study was to determine the effect of integrity on quality of service delivery to the clientele. The study hypothesized that there is a positive relationship between integrity and quality services delivery. A correlational design and stratified random sampling procedure was used to select a sample population from 4 public and 3 private universities. A random sample of 492 respondents was selected from a population of 10,001 students and 276 staff. A structured questionnaire was used to obtain responses from the respondents and the data was analyzed using the statistical package for social scientists (SPSS) version 23 software. The results revealed that there was statistically strong significant positive relationship between integrity and quality of service delivery(r = 0.600, p< 0.05).It was concluded that staff Integrity significantly enhanced, and has a positive relationship on the quality of service provided by the institutions.