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Service Delivery
Course title : ABP Level 7 Extended Diploma in Leadership and Management in the Health and social care sector (QCF) | Module title: Public sector management in health and social care. | | Assessor: Mr. Surajudeen shittaStudent Name: Sukhwinder kaurStudent ID: EN-2012-0702Credit Value: 20 | | Distribution Date : 5/16/ 2013 | 5/31/2013 | |

Content pages ------------------------------------------------- ------------------------------------------------- Contents | ------------------------------------------------- Page numbers | ------------------------------------------------- ------------------------------------------------- ------------------------------------------------- Chapter-1-------------------------------------------------
Q1: As a Manager, you need to investigate and analyse key features in local features in local and regional levels change and identified problems related to changes since 1995; evaluate the impact of provision of public sector goods/services and the impact of the political context and the policy context and the policy process on public sector organizations? | ------------------------------------------------- ------------------------------------------------- ------------------------------------------------- 4 | ------------------------------------------------- ------------------------------------------------- ------------------------------------------------- Chapter-2-------------------------------------------------
Q2: As a manager, you need to evaluate the importance of the accountability process arising from modernization; accountability mechanisms of public sector organizations; the relevance of public sector organizations in the face of competition from other providers; and analyse potential problems as a result of organizations

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    Sarah Wambui Kimani (Corresponding author) The Catholic University of Eastern Africa P. O. Box 62157, 00200, Nairobi, Kenya Tel: +254-716-642262 E-mail: swambui@cuea, swambuikimani@yahoo.com Elias Kiarie Kagira Department of Business Administration, Africa Nazarene University (Kenya) P.O. Box -53067 Nairobi, Kenya Tel. +254- 713-209606 E-mail:ekiarie@anu.ac.ke, kkagira@yahoo.com Lydia Kendi Department of Educational Psychology, Kenyatta University (Kenya) P.O. Box 43844 Nairobi, Kenya Tel. +254-723- 835188 Received: December 6, 2010 Abstract The purpose of this study was to ascertain business students’ perception of quality of service provided by public and private universities in Kenya. As a comparative study, it aimed at understanding how various factors or dimensions of service quality affected their perception within a university setting. The comparison was between two public and two private universities located in rural and urban settings in Kenya. A survey design of cross sectional nature was used to assess business students’ perception of service quality. A 7-point likert scale questionnaire was used. It contained 73 statements about university administration, lecture halls, students’ cafeteria, library, residential halls, switch board, student support, academic staff, general institution and students’ welfare. The questionnaire also contained statements about overall quality of the institution, students’ feelings about the institution and their future visits in addition to the background data of the respondents. A total of 424 questionnaires were used for analysis. Findings indicated that most university students were positive about the quality of service they received in their respective universities with overall mean scores above average. The…

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