出版社：The International Institute for Science, Technology and Education (IISTE)
摘要：Quality of institutional management is arguably a major determinant of organizational performance. The role of managers and the activities and tasks they perform as aided by the organizational structure could lead to the effective and efficient implementation of organizational objectives and goals. This study was undertaken to establish the perception of university managers on the influence of organizational structure on the quality of institutional management of universities in Kenya. The study design was descriptive research. Purposive sampling procedure was used in selecting the universities. Random stratification sampling was used to administer the questionnaire to the managers in the universities. Positive responses were received from 137 managers from a target of 263 giving a 62.6% response rate. The response from university managers showed an average positive response rate at 60%. There was a statistically significant difference at (p<0.05) on the perception of managers in the public and private universities on the influence of organizational structure on the dimension of customer satisfaction. The organizational structures in the private universities were found to be more customer centric than those of public universities. Private universities management practices emphasized concern for customer needs. This translated into provision of quality services and products in order to meet customers’ expectations for their satisfaction and retention. ..
关键词：Organizational Structures;Quality of Management;Customer satisfaction;Structural Flexibility;Decision making;Teamwork
