Abstract:
The emergence of the internet encourages organizations to introduce web portal to enhance customers’ services. Web portals enable organizations such as Maasai Mara University in disseminating information to reduce the barrier between institution and the students who are its main customers. As a result, students are increasing using the portal to access online services such as checking of the fee balance, checking personal details and downloading exam cards. However, there is no or little information as to whether and how students at Maasai Mara University are satisfied with the quality of services offered by their Student portal. This has led to the need to identify perceived service quality factors that might influence student satisfaction with the Web portal at the institution.Therefore, the primary objective of the proposed study will be to investigate perceived service quality of the portal by the students at Maasai Mara University. It is anticipated that the proposed findings will help the university administration to understand its position in portal service delivery to its students and their perception with regard to the dimensions quality as an ISO Certified institution.
