Abstract:
The study looks at how attitudes, norms and behavior control influence compliance with ISO 9001:2015
QMS procedures at Kenyatta National Hospital. This is against a backdrop of deteriorating service standards at Kenya’s
largest hospital despite ISO 9001:2015 QMS certification. Data was collected from 291 staff at Kenyatta National
Hospital using self-administered questionnaires. Guided by the theory of planned behaviour, the study established that
there is a positive correlation between attitudes, norms and behaviour control and compliance with ISO 9001:2015 QMS
procedures. Behaviour control was found to have very weak correlation with compliance with ISO 9001:2015 procedures
with Pearson’s r of 0.365 compared to attitudes and norms that had Pearson’s r values of 0.522 and 0.477 respectively. To
improve compliance with ISO 9001:2015 QMS and by extension service delivery, the hospital needs to improve on change
management as well as provide adequate support in implementation of the QMS procedures.
