The effects of training on public relations and customer care on performance levels in selected public institutions in Kenya trained at Kenya school Of government

Abstract

A large number of members of the public visit various government ministries, departments and public institutions on daily basis for various services. Many of them have various issues which they hope would be sorted out in these public institutions. The frontline staff members are the ones members of the public first come into contact with during such visits. They are the ones who give directions to the offices where various issues would be attended to The proposed study was to investigate and determine effects of training on public relations and customer care on performance levels and service delivery of staff of selected public institutions of Kenya trained at the Kenya school of Government. Data was collected by use of questionnaires administered to the training participants from eleven selected public institutions. Questionnaires were also administered to supervisors of the participants and members of the public who visited these institutions for various services. The questionaires had questions to facilitate collection of both quantitative and qualitative data from the respondents The researcher also interviewed some of the respondents to clarify their responses. Data from the respondents was coded and analyzed using Statistical Package for Social Science. Descriptive statistics (tables, percentages and frequencies) was used analyze the data obtained. The results of the data analysis was presented in frequency tables, percentages and pie charts. Both quantitative and qualitative analysis was used to describe and summarise data