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dc.contributor.advisorPeter Nyagaen_US
dc.contributor.advisorSamson Kariukien_US
dc.contributor.authorMbula, Musembi Lilian
dc.date.accessioned2024-03-25T06:46:36Z
dc.date.available2024-03-25T06:46:36Z
dc.date.issued2023-03
dc.identifier.urihttps://ir-library.ku.ac.ke/handle/123456789/27769
dc.descriptionA thesis submitted in partial fulfillment of the requirements for the award of the degree of master of education (educational administration) in the school of education and lifelong learning of Kenyatta University, March 2023en_US
dc.description.abstractComplaints resolution has been highlighted as a good tool of management because where complaints are adequately managed motivation of tutors is increased and the performance of the institution is enhanced. Performance of Public Teacher Training Colleges in national examinations has been declining at an alarming rate pointing to possible low motivation levels among tutors. Although factors affecting performance in examinations are varied, the role of the tutors cannot be assumed. The purpose of this study was to establish the link between complaints resolution and tutor motivation in PTTCs in the Eastern region of Kenya. The objectives of the study were: to determine the influence of complaints resolution infrastructure on tutor motivation, to establish how the process of lodging complaints influences tutor motivation, to determine the influence of response to complaints on tutor motivation, and to establish the influence of audit of complaints mechanisms on tutor motivation in PTTCs in the Eastern Region of Kenya. The study was anchored on the systems theory. Correlation research design was applied in this study. The target population for the study was 342 tutors and 25 complaints resolution committee members in the five Public Teacher Training Colleges in the Eastern Region of Kenya. Sampling was purposive for the PTTCs and the complaints resolution committees while stratified random sampling was used to sample tutors. A total of 185 respondents participated in the study sampled using Krecjie and Morgan table of sampling. Data was collected using questionnaires for tutors and complaints resolution committee members. An observation checklist was also used by the researcher to record pertinent information. Pearson’s Correlation Coefficient was used to establish the link between the variables for each objective. The study found out that there was a positive correlation between a college having complaints resolution infrastructure and tutor motivation R= 0.982 P-value 0.000 at 1% (0.01). It was also established that there was a positive correlation between lodging of complaints and tutor motivation R= 0.971 P-value 0.000 at 1% (0.01). Further, analyzed data revealed that there was a positive correlation between response to complaints and tutor motivation R= 0.977 P-value 0.000 at 1% (0.01) and finally, a positive correlation was found between auditing of complaints resolution mechanisms and tutor motivation (R= 0.964 P-value 0.000 at 1% (0.01). The study concluded that availability of complaints infrastructure, lodging of complaints, response to complaints and auditing of complaints mechanisms in the PTTCs were moderate. The study recommended that PTTCs need to nurture a complaints culture by providing the requisite material and personnel as this will help cultivate trust, improve tutor morale and strengthen provision of sustainable services. Further, the study also recommended that, the MOE, TSC and the College Principals need to promote effective resolution of tutors' complaints to enhance tutor motivation and to sustain quality teacher training in PTTCsen_US
dc.description.sponsorshipKenyatta Universityen_US
dc.language.isoenen_US
dc.publisherKenyatta universityen_US
dc.subjectcomplaints resolutionen_US
dc.subjecttutor motivationen_US
dc.subjectpublic teacher training collegesen_US
dc.subjectEastern regionen_US
dc.subjectKenyaen_US
dc.titleLink between complaints resolution and tutor motivation in public teacher training colleges in the eastern region of Kenyaen_US
dc.typeThesisen_US


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