The Effect of Team Empowerment on Internal Customer Satisfaction at Kenyatta University

Abstract

: Service institutions are faced with the challenge of increased and complex customer demands which have to be satisfied in a highly competitive market. In such a competitive marketplace, the main strategy for the success of service institutions is customer satisfaction. For that matter, many institutions are seeking strategies to attract and retain their internal and external customers. Universities have experienced the challenges of staff turnover a clear indication of lack of satisfaction. Kenyatta University has had staff turnover over the recent past with the 2015 to 2019 academic years having lost a total of 189 staff members to other institutions. The teamwork environment plays a major role in internal customer staff satisfaction. This study aimed to determine the influence of team empowerment on internal customer satisfaction at Kenyatta University. The study used a descriptive research design and a target population that comprised 3,033 teaching and non-teaching staff of Kenyatta University. Stratified proportionate sampling was used in sampling where a sample size of 341 teaching and non-staff were selected. Questionnaires were used in data collection A pilot study involving 30 participants was done to establish the validity and reliability of the questionnaire. Data analysis was done using descriptive statistics and inferential statistics mainly multiple regression techniques to ascertain the effect of the independent variable which is teamwork empowerment on the dependent variable which is internal customer satisfaction. Research findings were presented on tables and charts. Research findings indicated that team empowerment has an effect on internal customer satisfaction at Kenyatta University as the respondents agreed with the statements on the questionnaire. Multiple correlation results indicated a positive and significant correlation between team empowerment and internal customer satisfaction. Regression results indicated a positive and significant effect of team empowerment (β1 = 0.229, p = 0.019) on internal customer satisfaction at Kenyatta University. The study concluded that team empowerment isa significant factor that affects internal customer satisfaction at Kenyatta University. The study recommends policy changes on regular training of employees, rewarding employees upon performance, and recognizing employees for good work. Also, as a service institution, Kenyatta University should adopt an effective model of training employees on the importance of having the right attitude towards achieving team goals, vision, and mission of the institution.