A Survey of Levels of Satisfaction of Clients to the Teachers Service Commission Secretariat

Abstract

The purpose of this study was to determine the levels of satisfaction of clients to the Teachers Service Commission Secretariat. The survey on levels of satisfaction was conducted in Nairobi Province and it focused on both internal and external clients to the TSC. The Secretariat employees constitute the internal clients of the study while the heads of institutions, teachers, lecturers, ministry of education, science and technology officials and visitors to the Secretariat on daily basis formed the external clients segment. The study was precipitated by claims of poor service delivery at the Secretariat. Papers presented at various workshops and seminars indicated that there was a general perception that the TSC Secretariat staff are corrupt and incompetent hence leading to poor service delivery. Review of literature established that there is a strong link between service delivery and job satisfaction in various work and work environment factors. It also established a linkage between quality of service and client satisfaction. Four questionnaires, three targeting external clients to the Secretariat and one internal client's were used for data collection. They were found to be reliable and were duly validated. A return rate of over 50 percent was realized and the data analysis was done using the SPSS programme. The results were reported using descriptive statistics. The study found that both internal and external clients to TSC are dissatisfied in aspects of promotion, recognition and remuneration. External clients were particularly dissatisfied with the access to personal files and lack of computerization of the TSC's services. However, they were satisfied with the check off system that they have successfully been using to pay loans. The study recommended that a study be conducted to determine the levels of satisfaction of clients to TSC to other services apart from the ones studied here. It also recommended the replication of the study itself to areas outside Nairobi to determine the levels of satisfaction of teachers and other clients in rural areas.