| dc.description.abstract | The Kenya Polytechnic had at its inception enjoyed near monopoly in training middle level
manpower. Recent changes in the marketing environment seem to heighten the level and
character of competition hence the need to focus on service delivery aspects to ensure customer
satisfaction.
The objectives of the study were to determine the extent to which students were satisfied with
educational services offered by the Kenya Polytechnic and also establish whether students
satisfaction levels vary among the departments.
To achieve these objectives a stratified sample of 400 full time students was surveyed using a
semi-structured questionnaire, out of the 400 targeted respondents, 325 were surveyed
representing a response rate of 81%.
The data collected was analysed using percentages, means and standard deviations. Graphic
displays were used to amplify the results of the study. Results of the study indicated that, overall,
students were satisfied and are likely to enroll for an advanced course and also recommend the
educational service offered by the institution to others. The overall mean rating of satisfaction
dimension suggests that students are neither extremely satisfied nor extremely dissatisfied with
the six dimensions of customer satisfaction that were considered. Of the six dimensions of
satisfaction considered, the data shows the mean satisfaction rating for the price of services as
satisfactory, suggesting that the price of services offered is a key influence on the satisfaction
judgement of respondents. Other significant influences on the customer's satisfaction judgement
include the performance of employees and customers expectations.
An analysis of the satisfaction levels among departments indicated respondents were satisfied
with the services offered in one department and rather dissatisfied with services offered in the
rest of the departments. However, respondents did not rate any of the departments as being
extremely dissatisfactory or extremely satisfactory.
On the basis of the study, several recommendations were deemed appropriate. The data seems to
point at the need to focus on customer's perception of quality, justice and communication
dimensions. The study only focused on one institution hence the results may not be easily
generalized to other TIVET (Technical Industrial Vocational and Entrepreneurship Training)
Institutions | en |
