Relationship Between Quality Of Student Support Services And Students’ Satisfaction In Public Primary Teacher Training Colleges In Kenya

ABSTRACT

Provision of quality services that meet students‟ expectations is critical in any institution that seeks to have a competitive edge. Students‟ dissatisfaction with service quality in public primary teacher training colleges has been expressed through various forms of indiscipline which have become rampant in the recent past. Although management of student discipline in PPTTCs in Kenya has been explored, the underlying causes have not been investigated exhaustively. Student support services are rarely considered as a critical factor in enhancing students‟ satisfaction in PPTTCs. This informed the need for the study. The purpose of this study was to establish the relationship between quality of student support services and students‟ satisfaction in Public Primary Teacher Training Colleges in Kenya (PPTTCs). The objectives of the study were; to establish the relationship between quality of library services and students‟ satisfaction in PPTTCs in Kenya; to find the relationship between quality of accommodation services and students‟ satisfaction in public primary teacher training colleges in Kenya; to determine the relationship between quality of guidance and counselling services and students‟ satisfaction in public primary teacher training colleges in Kenya and to establish the relationship between quality of medical services and students‟ satisfaction in public primary teacher training colleges in Kenya. Cross sectional research design was used in the study. The target population was 3761 second year students in 21 public PPTTCs in Kenya, 21 deans of students. 7 PPTTCs were randomly selected with a population of 1276 second year students plus 7 Deans of Students. Deans of the sampled colleges were purposively selected while proportional sampling was used to select 383 second year students. This gave rise to a sample size of 390 respondents. Data collection was done using the questionnaire and interview schedule. Validity was ascertained by the researcher appraising the instruments and with the aid of supervisors and experts. The reliability of tools was calculated using Cronbach Alpha index at .83. Hypotheses were tested at an alpha level of 0.05. Quantitative data was analysed using descriptive statistics and Pearson r while qualitative data was analysed using Focus by Question Analysis Strategy. The study established that that there was a significant relationship between library services and students‟ satisfaction, there was a significant relationship between accommodation services and students‟ satisfaction, there is no significant relationship between counselling services and students‟ satisfaction and a significant relationship was found between medical services and students‟ satisfaction. Results were presented using Tables. Findings are expected to inform management of PPTTCs on the significance of student support services in enhancing students‟ satisfaction. Management may consider and provide quality student support services to enhance students‟ satisfaction. Provision of student support services may lead to better learning outcomes and cohesion among staff and students. Findings may guide Ministry of Education on resource allocation for student support services in PPTTCs in Kenya.