Influence of conflict management strategies on service delivery at public universities: a case of university of Eldoret, Kenya

Abstract

Service delivery in public universities is critical, however the frequent go-slows, strikes, and riots disrupt academic calendars and undermine teaching and learning. Management of conflict in organizations is one of the major tasks facing managers today in public universities. The study addresses the persistent problem of conflicts in public universities in Kenya, particularly at the University of Eldoret. The research problem, therefore, is to determine how different conflict management strategies (avoidance, collaboration, compromise) affect service delivery in public universities. The purpose of this study was to explore the effect of conflict management strategies on service delivery at University of Eldoret. The objectives of the study were to establish the effect of avoidance strategy of conflict management on service delivery, explore the effect of collaborative conflict management strategy on service delivery, investigate the effect of compromise conflict management strategy on service delivery and assess the measures for enhancing conflict management and their likely influence on service delivery. The study is guided by contingency theory and Theory of Human Service Delivery, which holds that there is no one best way to manage an organization; rather, strategies should be contingent on situational factors. Methodologically, the use of an explanatory mixed-method approach reflects a pragmatist research philosophy, where both qualitative and quantitative data are combined to provide a comprehensive understanding of the issue. The target population was 718 employees comprising of top management, a middle cadre and junior staff/ support staff from which a sample size of 256 respondents was selected using Yamane’s formula. The sample size was selected using purposive, stratified and random sampling procedures. Quantitative data were collected using questionnaires and interview schedules. Data was analyzed using both descriptive and inferential statistics, with the results presented in figures and tables. The qualitative data collected was thematically analyzed. Findings revealed that avoidance, collaboration and compromise conflict management strategies account for 64.4% (R 2 =.644). The collaboration (β=0.568, p<0.05) and compromise strategy (β=0.684, p<0.05) conflict management strategy had the significant positive effect on service delivery. Moreover, avoiding strategy (β= -0.160, p<0.05) had the significant negative effect on service delivery. The study concludes that collaboration and compromise as conflict management strategies are essential for improving service delivery at the University of Eldoret. In contrast, the avoiding strategy was found to have a significant negative impact on service delivery. Consequently, the study emphasizes the need to focus on collaboration and compromise while recognizing the adverse effects of avoidance on organizational performance. It is recommended that the management of the University of Eldoret consistently adopt these conflict resolution approaches, as they are effective in managing disputes and enhancing employee productivity. Collaboration and compromise strategies positively and significantly improve service delivery while avoidance strategy negatively affects service delivery. A comparative study across different universities in Kenya to assess whether similar patterns hold in other contexts.