Reimagining Student Support in the Digital Era: Stakeholders’ Perceptions of Determinants Influencing Virtual Student Service Delivery in Kenyan Universities
Samuel Ngugi Kariuki, Millicent Adhiambo Ojwan’g & Paul Wahonya
University of Eastern Africa, Baraton
https://orcid.org/0000-0002-1314-077X)
Email: kariukis@ueab.ac.ke
Abstract: This study focused on “Reimagining Student Support in the Digital Era: Stakeholders’ Perceptions of Determinants Influencing Virtual Student Service Delivery in Kenyan Universities.” A descriptive survey research design was adopted. The target population comprised 459 respondents, including 52 lecturers and 407 students, while ICT staff and university administrators were engaged through interviews. Stratified, purposive, and simple random sampling techniques were used. Data were collected using questionnaires and interview schedules. Instruments were validated through expert review, and reliability was established using Cronbach’s alpha (≥ 0.70). Quantitative data were analyzed using descriptive statistics (means and standard deviations), while qualitative data were analyzed thematically. Findings revealed that lecturers perceived institutional policies (M = 3.49, SD = 0.61), technical infrastructure (M = 3.36, SD = 0.68), resource allocation (M = 3.31, SD = 0.70), and mental health counseling services (M = 3.17, SD = 0.72) as moderately supportive of virtual student service delivery. In contrast, students reported lower ratings for institutional policies (M = 3.17, SD = 0.90), technical infrastructure (M = 3.02, SD = 0.98), resource allocation (M = 2.99, SD = 1.00), and mental health counseling services (M = 2.86, SD = 1.06), with higher variability in responses. The study concludes that despite progress in virtual student service delivery inKenyan universities, significant gaps remain in policy implementation, infrastructural reliability, resource adequacy, and mental health support. It recommends strengthening institutional policy, investing in ICT infrastructure, and resource allocation.
