dc.contributor.author | Beatrice Akoth Awino | |
dc.date.accessioned | 2020-12-01T11:27:37Z | |
dc.date.available | 2020-12-01T11:27:37Z | |
dc.date.issued | 2018 | |
dc.identifier.uri | https://repository.maseno.ac.ke/handle/123456789/3168 | |
dc.description.abstract | Managing the quality of products and services is very important in
ensuring that business excels in meeting its customer requirements and
achieves organizational goals. Recent studies around service quality
management cover quality management and total quality management in
various contexts. However, knowledge on effect of service quality
management on performance of vernacular radio firms is lacking. This study
explored the effect of service quality management on performance of
vernacular radio broadcasting firms in western Kenya. The study adopted
explanatory research design on 16 vernacular radio stations from the western
region of Kenya covering the Nyanza and Western Counties. Primary data was
collected and analysed descriptively. The study revealed that service quality
management positively and significantly predicts performance of vernacular
radio broadcasting firms in Western Kenya (β = 0.839, p<0.05). The regression
weight value of 0.839 implies that an increase of 1 standard deviation in the
management of service quality is likely to lead to an increase of 0.839 standard
deviations in performance of vernacular radio broadcasting firms. The study
concluded that service quality management has a positive and significant effect
on the performance of vernacular radio broadcasting firms in western Kenya,
and accounts for up to 70.4% of the variation in firm performance. | en_US |
dc.publisher | European Scientific Journal | en_US |
dc.subject | service quality management, Performance, Total Quality Management | en_US |
dc.title | Effects of Service Quality Management on Performance of Vernacular Radio Broadcasting Firms in Western Kenya | en_US |
dc.type | Article | en_US |