Effect of Implementation of Quality Management System through Customer Training on Customer Satisfaction in Higher Learning Institutions: A Case of Zetech University, Kenya

Abstract

World over, higher learning institutions have had difficulties in developing and implementing best practices that are based on their customers' requirements. Quality Management System (QMS) has emerged as an alternative way to fill this gap. However, the overall impact of implementing it in relation to customer satisfaction and the role plays needs to be ascertained. This study aimed to establish the effect of implementation of quality management systems through customer training on customer satisfaction in higher learning institutions. The study is guided by systems theory. A descriptive research design was adopted. The target population was approximately 7000 people with a sample size of 378 persons. The study established that training greatly influenced customer satisfaction. The study concluded that indeed implementing QMS has a direct influence on the satisfaction of customers. The study recommends that Zetech university should inculcate a culture of customer satisfaction in all its employees. Any newer employees should be inducted accordingly in key areas that directly or indirectly influence customer satisfaction.