Moderating Effect of Training on the Relationship Between Customer Involvement and Service Delivery in Public Universities in Kenya

Public universities in Kenya have integrated customer involvement in quality management practice. However, the effectiveness of these practices remains inconsistent, prompting the need to explore factors that strengthen their impact. This study specifically examined the moderating effect of training on the relationship between customer involvement and service delivery in Kenyan public universities. Guided by Ishikawa theory and a pragmatic research paradigm, the study employed a cross-sectional research design targeting 35 public universities with a total population of 1,011 stakeholders, including deans, heads of departments, quality assurance officers, ISO coordinators, and student leaders. A sample of 287 respondents was determined using the Yamane Taro formula and selected through a combination of cluster, random, and purposive sampling techniques. Data were collected using structured questionnaires, validated by experts, and tested for reliability with a Cronbach alpha coefficient of 0.782. Analysis was conducted using descriptive and inferential statistics, with multiple regression models applied to test the moderating role of training. The findings revealed that customer involvement significantly influenced service delivery (β = .064, p < 0.05) and that this relationship was positively and significantly moderated by training, indicating that training enhances the effectiveness of participatory practices in improving service outcomes. The study concludes that while customer involvement contributes to better service delivery, its impact is amplified when staff are equipped with relevant skills and knowledge through structured and continuous training. These insights provide practical implications for public universities, highlighting the need to integrate robust training programs to optimize stakeholder engagement and improve institutional responsiveness, efficiency, and overall quality of services to students, faculty, and other stakeholders.