Optimizing Digital Opportunities for Effective Virtual Student Service Delivery in Kenyan Universities
Samuel Ngugi Kariuki, Millicent Ojwan’g & Paul Wahonya
University of Eastern Africa, Baraton
https://orcid.org/0000-0002-1314-077X
Email: kariukis@ueab.ac.ke
Abstract: This study examined stakeholders’ perceptions of digital opportunities influencing virtual student service delivery in selected universities in Kenya. It was motivated by the growing digital transformation in higher education through artificialintelligence (AI), blockchain technology, and online platforms, despite persistent inconsistencies in service effectiveness. The study focused on four dimensions: AI adoption, blockchain for secure record management, access to information without physical barriers, and flexibility in service delivery. A descriptive survey research design was employed. The target population comprised 459 respondents, including 52 lecturers and 407 students, while ICT staff and administrators participated in interviews. Stratified, purposive, and simple random sampling techniques were used. Data were collected using questionnaires and interview schedules. Instrument validity was established through expert review, while reliability was confirmed using Cronbach’s alpha (α > 0.70). Quantitative data were analyzed using descriptive statistics, while qualitative data were analyzed thematically. Lecturers reported moderate agreement on AI adoption (M = 3.17), blockchain use (M = 3.19), access without physical barriers (M = 3.21), and service flexibility (M = 3.22). Students reported slightly lower mean ratings, ranging from 3.05 to 3.16 across the four dimensions. The study concludes that digital opportunities enhance virtual student service delivery, although challenges related to infrastructure, system integration, and user experience remain. It recommends strengthening AI integration, expanding blockchain adoption, improving digital infrastructure, and enhancing flexible virtual service delivery systems.
