Institute of Economic Affairs (IEA-Kenya) in partnership with the Centre for Transformational Leadership (CTL) and Centre for Enhancing Democracy and Good Governance (CEDGG) undertook this study on service user satisfaction with a focus on the quality of vocational training services in six youth polytechnics in Nakuru County. The study assessed the beneficiary perception of the quality of service delivery in the polytechnics in the County with the objective of providing service users’ perspectives to assist concerned authorities to improve educational services.
The assessment concentrates on five dimensions of service delivery with respect to TVET training; (i) Quality and Reliability (ii) Competence (iii) Responsiveness (iv) Tangibles and (v) Relevance. The report highlights variations in satisfaction levels across target youth polytechnics and this has a direct correlation to levels of service delivery in the institutions. We are confident that this report contributes to the policy discourse on improving the experience of learners and the outcome of learning in Youth Polytechnics in the County of Nakuru and across the country.