ASSESSMENT OF USER SATISFACTION:
A CASE STUDY IN HUMAN RESOURCE REGISTRY
SERVICES – MINISTRY OF ENERGY
HEADQUARTERS REG. NO. 111PO3728
KENYA POLYTECHNIC UNIVERSITY COLLEGE
DEPARTMENT OF LIBRAL AND INFORMATION
BACHELOR OF TECHNOLOGY IN INFORMATION
CONCEPT PAPER PRESENTED TO:
SUPERVISOR: PROF. KEMONI
1.1 BACKGROUND OF THE STUDY
A registry is defined as a unit within an organisation that maintains, processes and
controls files and other records. It is this hub of the organisation’s records
management. A registry is generally for controlling all incoming and outgoing
recorded information (Government manual of Records Management 2002).
The registry controls the formal channels of written communication between
constituent units of an organisation. It is basically responsible for the orderly and
efficient units of an organisation. It is responsible for orderly and efficient flow of
information through out the communication network of an organisation contrary to
the popular misconception; a registry never creates records but receives stores and
manages them. The registry does not own records it is merely a custodian of records.
Besides files, in a registry, you get other sources of information such as CDs, video
tapes, DVDs, maps, Plans, art works, micro films, microfiche and audio tapes. Also
there are CD Rom, database and internet facilities.
CATEGORIES OF REGISTRIES:
There are many several registries in the Ministry of Energy, for example, open main
registry, Secret Registry, Human Resource Registry and Accounts Registry.
Though the human Resource Registry in Ministry of Energy may have been
experiencing challenges of user satisfaction problem, there is no empirical research
which has been carried out.
This has necessitated the need to tackle the problem through research, hence calling
for an investigation on assessment of members of staff’s level of satisfaction.
Functions of the registry/service in a registry;
• Receiving , opening, recording and distributing of incoming and outgoing mail
Opening and indexing of files
Classification and placing of correspondence neatly in appropriate files
Passing files promptly to the action officers
Provision of records, storage and reference services
Controlling and tracing the movement of files within the organisation
Maintenance of security and confidentiality of all records in the registry
Preparation, maintenance and updating of an approved and well-planned
filling classification scheme.
Reviewing and disposing of all non-current records. And over and above all
modern registry must be ready to enhance good public relations between the
registry staff and its customers/users
Human Resource Registry in the Ministry of Energy
The Ministry of Energy Human Resource Registry was first established in 1982 when
the Ministry of Energy was Ministry of Energy and communication, whose
headquarters was based in Electricity House. Throughout the whole period of this
period of transformation, records were and are still being continuously created, used,
stored, maintained and appraised.
It is important to manage records throughout their life cycle to ensure quality delivery
of service besides avoiding clogging up expensive office space. This leads to speedy,
efficient and effective retrieval of information. Registries keep and maintain records
in their current phase and which are constantly in use and transacting the
organisation’s business. However, records are still in use in their semi-current phase;
though infrequently in the conduct of the current business. This consists of recently
closed files which are normally kept in a records centre but still managed by the
Records Management Officers. There are other records which are no longer required
for daily transactions of the current business. They are called inactive records or non-
current records. In this phase the records have matured for appraisal in order to
determine whether they merit preservation or destruction. Those that qualify for
permanent preservation core called archives. They are transferred to an archival
institution. They are managed by the archivists.
1.2 STATEMENT OF THE PROBLEM
The need for the Registry Services has greatly increased in recent past with user
demanding to be served to their full satisfaction. Public registries are faced with a big
challenge of provision of relevant and up-to-date information. Proper Records
Management is becoming a necessity more so when considering electronic age. The
Ministry of Energy is one of the government ministries which is faced by the
challenge of providing efficient and effective service delivery to its customers.
The Human Resource Registry is meant to serve more than five hundred (500)
members of staff at the Ministry Headquarters all the year round.
Apart from serving the users at the headquarters the Ministry of Energy has 13
branches which are Wambugu, Mitunguu, Kitui, Kericho, Mtwapa, Uasin Gichu,
Bukima, Busia, Lodwar, Garissa, Kisii, Migori and Jamhuri (Energy Centres).
Most of the services are rendered at the headquarters. However, these challenges are
far from being addressed. This has therefore necessitated the need to conduct a
research on the assessment of members of staff’s level of satisfaction with the Human
Resource Registry services, in the Ministry of Energy Headquarters.
1.3 PURPOSE OF THE STUDY
The study aims at carrying out as investigation the members of staff’s satisfaction
with Human Resource Registry service, at the Ministry of Energy.
1.4 OBJECTIVES OF THE STUDY
The objectives of this study are;
(i) To find out the existing relationship between both the available physical facilities
and the service delivery in the Human Resource – Registry.
(ii) To determine factors influencing Registry services in the Ministry of Energy
headquarters with regard to; (a) Working environmental factors
(b) Level of education and experience
(iii) to find out the kind of services rendered to users the members of staff in the
human resource registry in the Ministry of Energy.
(iv) To identify the categories of service available in a Human Resource Registry.
(v) To determine whether there are policies to the users in place regarding user
satisfaction in the Ministry of Energy.
(vi) To investigate whether there are existing policies on customer satisfaction.
(vii) Assess how the above factors affect the level of members of staff’s satisfaction.
(viii) To suggest possible solutions to improve service delivery in the Ministry of
Energy – Human Resource Registry in order to enhance satisfaction on the services
1.5 RESEARCH QUESTIONS
The following research questions provide a basis to the study
(i) What factors are affecting use of Human Resource Registry in the Ministry of
(ii) To what extend do these factors affect staff performance in relation to Human
(iii) What are the members of staff level of satisfaction with regard to Human
Resource Registry services in the Ministry of Energy?
(iv) What are the policy implications that can be drawn from this?
1.6 SIGNIFICANCE OF THE STUDY
This study aims at coming up with recommendations on how to best improve Human
Resource Registry Services at the policy level, since it plays a key role in ensuring
better and quality delivery of service to members of staff in the Ministry of Energy for
the purposes of enhancing productivity and the desire for efficiency and effectiveness
in Human Resource for our country’s of attainment of the vision 2030.
1.7 LIMITATIONS OF THE STUDY
The study limited itself to services rendered to users, physical facilities in terms of
seats, space and users characteristics. However, there were other factors likely to have
contributed to the problem such as inadequate provision of working tools.
Other limitations were reluctance to disclose vital information because of their
confidentiality nature by some respondents, besides the fact that Human Resource
Registry Staff had the normal duties hence unavailable to answer some of the
researcher’s questions exhaustively.
1.8 SCOPE OF THE STUDY
The study restricted itself to the Ministry of Energy – Human Resource Registry.
Therefore, the findings of the study reflect only the services rendered in this area but
not outside that. This is because the Ministry of Energy – Human Resource in the
Ministry of Energy headquarters was easily accessible to the researcher.
2.0 LITERATURE REVIEW
Literature review is a body of text that aim to review the critical points of current
knowledge including substantive findings as well as theoretical and methodological
contributions to a particular topic if well structured, literature review is characterised
by a logical flow of ideas, current and relevant referees with consistent appropriate
referencing style, proper use of technology and an unbiased and comprehensive view
of the previous research on the topic.
Dr. Virginia Cairo (2002) defines literature review as a critical summary and an
assessment of the current state of knowledge or current state of act in a particular
The following questions can be asked;-
How are sources similar in terms of methodologies, philosophies, claims
choice and interpretation of evidence, reliability e.t.c?
How do they differ?
Do you observe gaps in the research overseas that require further study?
Do particular issues or problems stand out?
Do you want to compare texts in general or once in a specific issue or
“ ……..we meet citizen’s needs, for timely and quality services we need to re-invent
the way we do things and provide services that are satisfactorily and enhance the
dignity of citizens and customers” Ministry of State for Public Service, Business
Process Reengineering (BPR) Handbook, 2011,P3.
“…….under challenge to improve its service quality and in turn nurture further
organisational development (Heskett et al, 1994)
“……. Customer satisfaction as a contribution…..to assess its effectiveness (Browen,
1996) at workshop. Presentation (Florence N. Wachira Director, Recruitments and
selection, PSC of Kenya, 2010
2.2 ASSUMPTION OF THE STUDY
The study assumed that;
(a) The selected sample population was a representative of the whole and hence
would bring out the intended outcomes.
(b) Respondents participating in the study were providing truthful information.
The research covered the headquarters of the Ministry of Energy which houses the
Human Resource Registry. The respondents were randomly chosen from the Ministry
Headquarters and six (6) of the thirteen Energy Centres. The registry staffs were also
interviewed. As it was anticipated that some respondent interviewed would be afraid
of giving sensitive information, they were assured of confidentiality of the
information given to the researcher but their names and particulars would not appear
in this report. They were also assured that the purpose of the research was purely
3.0 RESEARCH METHODOLOGY
This area gives a detailed outline of how the study was carried out. It highlights the
research design that was adopted in this study, the population, the sample size and
sampling procedure, data collection procedure and data analysis techniques.
3.2 RESEARCH DESIGN
This is the blue -print for collection, measurement and analysis of data (kothori 2003).
The design was found appropriate since it disclosed, recorded, analysed and reported
the conditions that existed (Kerlinger, 1973). The design provides data for evaluating
the present practices and providing basis for decision making.
3.3 Target Population
A target population was defined as a large population from whom sample population
that generate results of the study. The Ministry of Energy has members of staff who
are working at the Headquarters and others at the thirteen (13) Energy Centres
throughout the country. The Ministry of Energy has a total of fourteen (14) branches
which includes the headquarters which has the majority of users and four (4) members
of staff at the headquarters (users) from each department plus others from six (6) out
of the Energy Centres, two (2) from among the top management in the Ministry and
two from the Human Resource Registry service providers staff who are working
there. This led to a total of eighteen (18) members of staff (users) and which includes
two service providers from registry who were interviewed. The researcher was gender
sensitive hence both male and female were interviewed.
3.4 The Research Instruments
The research instruments for data collection were questioners, interview and
observation. Self administered questionnaires were used. Questioners were closed
ended to measure the objectives responses. Open ended questions were used to
measure individualistic responses hence formulation or recommendation of the study.
Observation was done by visiting the departmental and Human Resource Registry
sites to access the flow of users and the physical facilities to establish their adequacy
and training. Users were observed while actually being served and the availability of
working tools was also an issue to be observed.
Informal interviews were carried out on the respective user and serving officers in the
Human Resource Registry to clarify the situation on the ground.
3.6 Location of the Study
This situation was carried out at the Nyayo House, Ministry of Energy, 22nd
Human Resource Registry since it was a course project in one of the units for the
partial fulfilment of the requirement of the award of the undergraduate certificate.
3.7 Data collection Procedure
Verbal permission to carry out interview in the Human Resource Registry service area
office was secured from the Head of Department, Human Resource by the researcher.
This is basically concerning interviewing the staff, since distribution of questioner
was done through hand delivery to the respective respondents while being
accompanied by an introduction letter in their respective Energy Centres. The
respondents were to fill the questioners which were to be picked later after two days.
Secondary data regarding services were obtained from the existing iterative sites
which supplemented the primary data. The researcher also carried out the observation.
3.8 Data analysis techniques
Data generated from questioners was analysed by way of descriptive methods like
percentages. The results from the analysis of data were presented in tabular form and
percentages for ease of interpretation. Ultimately analysis and data presentation of the
basis of all this that the research findings. It is from the basis of all this that the
researcher closely evaluated the usefulness of the information in answering the
A financial plan expressed in a financial statement. Naturally therefore the plan must
be on items that need expenditure.
TABLE CONTENT BUDGET ITEMS ESTIMATED COST
1. Travel College to point of
destination Ksh 15,000
2. Stationary Printing papers Ksh 10,000
3. Printing and
4. Hospitality Coffee Ksh. 5,000
TOTAL Ksh 40,000
Data collection and analysing
January, February, March
Final completion of the Document
and presentation May, June, July