EFFECTS OF USE AND APPLICATION OF ONLINE REGISTRATION SYSTEM ON USER SATISFACTION AT THE INSTITUTIONS OF HIGHER LEARNING IN DEVELOPING ECONOMIES: A CASE OF UNIVERSITY OF EASTERN AFRICA, BARATON

Abstract

Whereas a number of institutions of higher learning have embraced Information Systems (IS), many of such

institutions in developing countries are still grappling with heavy manual processes and majority of these ser

vices do not effectively meet the intended purposes. Moreover, the adopted IS by such institutions in developing

countries more often have failed to effectively meet the unique individual needs of these institutions. The main

objective of this study was to assess the effects of use and application of Online Registration System on user

satisfaction at the University of Eastern Africa, Baraton in Kenya. A total of 289 respondents out of 1047 were

sampled. A two stage sampling method was used whereby stage one involved stratified sampling in which case

respondents were stratified into students and lecturers at stage two, simple random sampling method was used

to ensure that each eligible member in the population has an equal chance of being included in the sample. The

findings from this study revealed that even though most users were satisfied with the services offered by Online

Registration System, a deeper consideration of the dimensions of quality services needed to be improved and

that involves support staff training, user communication and provision of prompt services.