Effect of Employee Training On Service Quality in Public Catering Institutions in Nairobi County

Abstract

Service quality in Public Catering Institutions is essential for customer satisfaction, operational efficiency, and institutional reputation. However, inconsistent service delivery, inefficiencies, and poor customer satisfaction remain challenges in these units. While structured training programs are recognized as crucial in enhancing employee competencies and service standards, limited research exists on the influence of employees' learning experience, employees’ training content, employees’ training-job alignment and employees’ skill transferability on service quality in Public Catering Institutions in Nairobi County. This study sought to assess the effect of employee training on service quality in Public Catering Institutions in Nairobi County. The research assessed the effects of four specific variables: employees’ learning experience, employees’ training content, employees’ training-job alignment and employees’ skill transferability. Grounded in Kirkpatrick’s Four-Level Training Evaluation Model, Kolb’s Experiential Learning Theory, Social Learning Theory, and the Knowledge-Based View of the Firm, the study employed a descriptive research design. A stratified random sampling technique was used to select 327 respondents from a target population of 2,211 staff members, including Heads of Catering Units, catering managers, and operational staff. Data were collected through semi-structured questionnaires and interviews. Quantitative data were analyzed using descriptive statistics and inferential methods such as correlation and regression analysis, while qualitative data were evaluated thematically. Hypothesis test revealed that employees’ learning experience quality had significant effect on service quality in public catering institutions in Nairobi County. Employees’ training content relevance had significant effect on service quality in public catering institutions in Nairobi County. Employees’ training-job alignment had significant effect on service quality in public catering institutions in Nairobi County. Employees’ skill transferability level had significant effect on service quality in public catering institutions in Nairobi County. The study concludes that effective and strategically designed employee training is a key lever for improving service quality in public catering institutions. Merely conducting training is not sufficient; the training must be responsive to job realities, tailored to institutional goals, and structured to ensure practical application and skill adaptability. These insights affirm that service excellence in the public sector depends not just on resource allocation, but on the relevance and execution of employee development initiatives. Going forward, institutions must institutionalize continuous professional development, integrate modern training techniques such as blended and experiential learning, and foster a culture of ongoing skills enhancement. These measures will not only elevate service standards but also strengthen public confidence in government-run food service programs.