Teachers and students perceptions of service quality in non formal educational institutions in Mombasa District and its environs
Abstract
Education has always been heralded as the key liberator to the ills that have bedeviled
mankind since the dawn of time. These ills are poverty, ignorance and disease. The vital
role played by formal education towards the uplifting of standards of living, enhancing
social well-being and social economic development in a country cannot be overlooked.
This undoubtedly led to the over-emphasis on the formal sector of education at the
expense of the complementary and alternative modes of accessing educational
opportunities, which were pushed to the back burner. With the realization that
governments must work in tandem with the other stakeholders and development partners
to attain the EFA 2015 goals for the provision of quality education, non-formal schools
are now getting their day in the sun.
The quality, relevance and contribution of this sector have now come to the fore
especially due to the fact that it is positioned as an educational vehicle that targets the
lower strata in society. Quality especially in the service industry is critical to attaining a '
competitive edge especially in this era of financial prudence and financial recession that
is affecting every sphere of society. In addition the rapidly changing economic landscape
that organizations find themselves in calls for the best Human capital available to utilize
the scarce resources in the most productive and profitable way
The research was about the teachers and students perceptions of service quality in non formal
educational institutions in Mombasa District and its environs. The study sought to
establish the perceptions of the teachers and students with a view to identifying the main
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service quality attributes considered most important. The study will be beneficial to all
educational providers as this can be a basis for making rationale investment decisions to
foster service quality in the schools. The Literature review was discussed at great length
which comprised of reference to books journals and reports and the internet.
The research methodology comprised the site of the study, the population, data collection
instruments and data analysis. The data was .analyzed and the results presented according
to the data collected from non formal schools in Mombasa and its environs. The data
analysis was done by use of percentages and frequencies, mean and standard deviation.
The findings obtained were concluded and recommendations made by the research based
on the results. The finding identified the most important service quality dimension to be
the reliability factor and the least important to be the empathy factor.
Citation
Masters of business administrationSponsorhip
University of NairobiPublisher
School of business,University of Nairobi