Summary
Examining the Effect of Employees’ Training Content Relevance on Service Quality in Public Catering Institutions in Nairobi County.
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Authors
Erustus Kibet Yegon
Peter Muchai
Vivian Cherono
Abstract
TThis study investigated the effect of employees’ training content relevance on service quality in public catering institutions in Nairobi County, Kenya. Despite the critical role of training in enhancing service delivery, many institutions continue to rely on generic or outdated training content, resulting in persistent gaps in customer satisfaction, hygiene compliance, and operational efficiency. Without evidence-based reforms, public catering services risk perpetuating poor outcomes and declining public trust. Grounded in Kolb’s Experiential Learning Theory and the Knowledge-Based View of the Firm, the study adopted a convergent parallel mixed-methods design. The target population was 2,211 employees drawn from 33 institutions, comprising 33 Heads of Catering Units, 198 Catering Managers, and 1,980 operational staff. Using Krejcie and Morgan’s formula, a sample of 327 respondents was determined and selected through stratified random sampling, proportionately capturing 5 Heads of Units, 29 Managers, and 293 operational staff. Data were collected using structured questionnaires and interviews, with reliability confirmed via Cronbach’s alpha and validity ensured through expert review and pilot testing. Quantitative data were analyzed using SPSS through descriptive statistics, Pearson correlation, and multiple regression, while qualitative data underwent thematic analysis. Correlation results indicated a strong positive relationship between training content relevance and service quality (r = 0.660, p < .001). Regression findings further confirmed that training content relevance (B = 0.273, p < .001) was the most influential predictor of service outcomes. The study concludes that context-specific, job-aligned training content significantly improves customer satisfaction, efficiency, and hygiene standards. It recommends that institutions adopt structured, experiential, and periodically reviewed training curricula, supported by government policy, adequate funding, and systematic monitoring to ensure longterm service quality improvements in public catering institutions.