Influence of Conflict Management Strategies on Service Delivery at Public Universities: A Case of University of Eldoret, Kenya

Authors

  • Christine Chemtai Mulwa
    Msc Students, School of Business and Economics, Moi University
  • Prof. Alice Kurgat
    Department of History, political Science and Public Administration, School of Arts and Social Sciences. Moi University
  • Dr. David Mwangi Kungu
    Department of Environmental Healthy Disaster Risk Management, School of Public Health, Moi University

Abstract

Purpose: The purpose of this study was to explore the effect of conflict management strategies on service delivery at the University of Eldoret. The study was guided by contingency theory.


Material/methods: An explanatory mixed methods design was employed. The target population consisted of 718 employees, including top management, middle cadre, and support staff. A sample size of 220 respondents was determined using Yamane’s formula and selected through purposive, stratified, and random sampling techniques. Data were collected using structured questionnaires and interview schedules. Quantitative data were analyzed using descriptive and inferential statistics, including multiple regression analysis, while qualitative data from interviews were analyzed thematically and presented accordingly.


Findings: The multiple regression analysis yielded an R² value of 0.644, indicating that avoidance, collaboration, and compromise conflict management strategies collectively explained 64.4% of the variance in service delivery. Collaboration (β = 0.568) and compromise (β = 0.684) strategies had a statistically significant positive effect on service delivery. In contrast, the avoidance strategy (β = -0.160) had a statistically significant negative effect on service delivery.


Conclusion: The study concludes that collaboration and compromise are effective conflict management strategies that enhance service delivery at the University of Eldoret, while avoidance has a detrimental effect. These strategies are critical for managing interpersonal and organizational conflicts that impact institutional productivity.


Value: The study offers practical insights for university administrators by demonstrating the impact of specific conflict management strategies on service delivery. It recommends the continued application of collaboration and compromise strategies to manage conflicts constructively and improve institutional performance.