The relationship between safety audit effectiveness and client satisfaction : a case study of private schools in Embakasi Constituency, Nairobi, Kenya.
Date
2013
Authors
Oyoo, Willis Odhiambo
Journal Title
Journal ISSN
Volume Title
Publisher
Strathmore University
Abstract
The purpose of this paper was to establish if there exists a relationship between safety audit
effectiveness and client satisfaction amongst private schools in Embakasi constituency in
Nairobi. To address this objective, a cross sectional design approach was adopted whereby the
various heads of the school safety programs were surveyed using research questionnaires. Safety
audit effectiveness was established by key indicators of effectiveness as identified from related
literature. The indicators studied were: Standard Setting, Feedback Mechanism and Behavior
Modification. The study found a strong positive relationship between Standard setting and client
satisfaction. Between feedback mechanism and client satisfaction the study found a weak
positive relationship which was not significant. Behavior Modification and client satisfaction
depicted a negative relationship. The study also established that half the schools had a good
understanding of the school safety and procedures manual despite about 68% of the institutions
indicating that the levels of emergency preparedness in the institutions were not enhanced by the
safety audits.
Primary data was obtained by using a questionnaire which was submitted to the various schools
heads of safety programs within Embakasi Constituency. Embakasi constituency consist of 38
private secondary schools and is the most populous zone in Nairobi County. The National
Institute of Health (2006) in its study on emergency call workload and population density
concluded that the higher the population density, the higher the emergency call rate. Feedback
derived was used to draw relationships between the safety audit effectiveness and client
satisfaction. The research further made recommendations on areas based on it findings it felt the
safety officers would improve to enhance satisfaction. Additionally, the research has made
proposals for additional research into client satisfaction with safety audits.
This paper contributes to the body of occupational health and safety program within Kenya
which was enacted in 2007 with an objective of minimizing business and human losses to
organizations arising from emergencies. The findings give incite to what could be a contributor
to the rising levels of emergencies in schools despite having legislation in place.
Description
Thesis submitted in partial fulfillment of the requirement for the degree of Master of
Commerce
Keywords
Safety audit, Auditing, Client satisfaction, Private Schools, Embakasi