Teachers' level of satisfaction with changes resulting from re-engineering of services by Teachers Service Commission: A case study of Nairobi province secondary schools

Abstract

Few studies have examined how teachers in Kenya perceive service delivery by their employer, Teachers Service Commission. The primary purpose of this study was to establish teachers' level of satisfaction with changes resulting from reengineering of services by Teachers' Service Commission. A secondary purpose was to establish the extent to which teachers' overall levels of satisfaction were related to their personal characteristics and lastly determine the relationship of teachers' overall levels of satisfaction and these changes. Data was obtained by means of a survey questionnaire that was issued to secondary school teachers in Nairobi Province. The response rate was 91.5% (137/150). The data was analyzed using descriptive statistics; comparison of means using t-tests, correlation analysis and multiple linear regressions to answer the research questions. Majority of teachers (52 %) were moderately satisfied with changes at Teachers Service Commission. Moderate levels of satisfaction were associated with: (1) Procedures of serving teachers at TSC headquarter reception desk, (2) Computerization of work systems and (3) Establishment of Public Relations office. Teachers appeared to be highly dissatisfied with the recruitment of teachers by the Board of Governors and evaluation of teachers by head teachers. The means calculated from the reported teachers' overall level of satisfaction were not statistically significantly different for (a) age, (b) gender, (c) qualifications and (d) years of service. The best resulting changes were those related to customer services at TSC headquarters. The change, "courtesy of employees at TSC headquarter reception desk" was the best predictor of teachers' overall levels of satisfaction and was strongly related to many other changes. Recommendations for practice include suggestions that Teachers Service Commission service delivery systems be improved by directing their efforts to resulting changes bringing dissatisfaction, the major one being recruitment of teachers by Boards of Governors. Also suggested is the computerization of its work systems to agency and school levels. In future researchers may need to focus their attention on extending this study to include primary school teachers and other stakeholders in education sector across the country