Academic Management System Finance module and Customer Satisfaction: A Study of CUEA and USIU
Keywords:
Academic management system, customer satisfaction, private universities, Finance System.Abstract
The objective of this study is to determine the academic management system and customer satisfaction in private universities in Nairobi. This objective was guided by specific the following specific objective: To evaluate the influence of finance AMS module on quality decision and services on student accounts. Expectancy disconfirmation theory was used to examine the extent AMS was able to meet expectation, exceed expectation or have met expectation of customers. Contrast theory was employed to determine how users rate the system in relation to their prior expectation. Technology acceptance theory (TAM) evaluated perceived usefulness (PU) and ease of use (EOU) of AMS to the users. Task technology fit (TTF) was used to access how users were able to carry out portfolio of tasks using the system. The study used descriptive survey research design. The target population comprised of faculty staff, students and non-faculty staff working at the registrar, admission, finance and human resource departments respectively. The total sample was 581. The research instrument used was questionnaire. Work group was used to confirm the results. The result revealed a positive significant relationship between AMS variable and customer satisfaction as follows: finance system significant at 0.010. CUEA finance system was significant at 0.010.The study recommends that CUEA take corrective action of exploiting the Microsoft dynamic ERP system to its full potential by integrating the finace activities with the various aspects of the system. This will help stop finance staff from standing at the gate to take ID card from student who have not completed their fees, to end the problem of missing marks by eradicating duplicate course codes and integrating the AMS fully with the library systems and other departments. USIU on the other hand must ensure integration of the fiancé system with HRMS.
Keywords: Academic management system, customer satisfaction, private universities, Finance System.
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