Abstract:
This was a research survey study to assess the quality of vehicle bodies repair services
in the informal sector in Eldoret Municipality in Kenya. In Kenya, thousands of
vehicles are involved in traffic accidents each year resulting in damaged vehicles each
day. While some of the vehicles may be written off, many can still be repaired 'and
fixed up to look and run like new. While there is documented research carried out i'n
some developed countries concerning quality of vehicle body repairs, no such
research has been done in Kenya. This research therefore focused on assessment of
quality of vehicle body repairs in Eldoret Municipality in Kenya using the Edward
Deming's quality theory as a basis for theoretical framework to guide the study.
The study was conducted through survey research design and used a purposive
sample of respondents to collect data. The study used questionnaires, interview
schedules, and observation data collection techniques. A total of sixty vehicle body
repair workshops participated in the study. The data was analyzed using the SPSS
software. Both descriptive and inferential statistics were used in data analysis. The
data collected was analyzed using frequencies, percentages, and rating scale where
applicable and presented in table form. Conclusion was drawn from the findings and
recommendation made. Findings revealed that the vehicle body repairs in Eldoret
Municipality's informal workshops were of poor quality. Both the levels of education
and professional skills of the vehicle body repairers were generally limited and
moreover, they were incapable of using various vehicle repair tools and equipment. In
addition, many of the workshops lacked essential vehicle repair tools, equipment and
machines.
In the light of these findings the researcher recommended that technical training
institutions conducting motor vehicle courses should introduce training programmes
for repairers to improve their vehicle body repair skills. The Government of Kenya
should also provide loan facilities to enable vehicle body repairers purchase tools,
equipment, and machines. Institutions of higher learning on the other hand, should put
more emphasis on a-hands-on vehicle body repair academic curriculum. The findings
of this study can be used by vehicle body industry players and all concerned to take
practical steps towards adopting the recommendations and more specifically
embracing quality in vehicle body repair services in Kenyan garages and workshops