Internal Quality Auditing and Post-Examination Services Delivery in Public Universities in Kenya

Abstract

Examination is a crucial process of a university’s quality management system thus, requires maintenance of quality. Several inefficiencies in post examination services delivery have occurred in Kenyan public universities that have implemented ISO 9001: 2015 QMSs. The study was guided by three objectives; to determine the frequency of internal quality audits in public universities in Kenya as per ISO 9001 2015 QMS, to establish the extent to which Kenyan public universities internal quality auditing adhere to ISO 9001:2015 QMS and to determine the relationship between internal quality audit as per ISO 9001:2015 QMS and post examination services delivery. A mixed methods research design was employed. Purposive sampling was used to sample 6 directors of quality assurance, 6 directors of QMS and PC and 6 deputy registrars (examinations) while 297 examination coordinators and 384 fourth year students were sampled using stratified sampling technique. The study found 43.6% of the institutions undertook internal quality audits on quarterly basis, 23.5% on semi-annually and 31.3% annually. Public universities had to a large extent implemented internal quality auditing as per ISO 9001:2015 QMS (M=3.873, SD=0.772). The study found that undertaking internal quality auditing had a positive significant effect on post-examination services delivery in Kenyan public universities. The study concludes that internal quality auditing significantly enhances post examination services delivery in Kenyan public universities and recommends regular and comprehensive internal audits to enhance timely identification of nonconformities along with constitution of independent audit teams to monitor execution of corrective measures laid out in audits reports.

Key words: Internal Quality Auditing; ISO 9001:2015 Quality Management System; Post-Examination Services Delivery; Public Universities; Quality Management.