Factors Causing Breakdown of Communication during the Loan Application Process That Inhibit Access to Higher Education: A Case of Higher Education Loans Board, Kenya

Abstract

This study aimed to establish the factors causing breakdown of communication during the loan application process, thus inhibiting access to higher education. The study applied a descriptive study design, and the population comprised employees of Higher Education loans Board (HELB) and students seeking services from HELB. Ninety-two employees and 300 students participated in the study. The study utilized questionnaires to collect quantitative data, which was analysed was through descriptive statistics for quantitative data and thematic summary analysis for qualitative data. The study established that internal factors that cause communication breakdown between the different departments at HELB include the organization's structure (48%) and many hierarchies in the organization that slow communication from top to bottom and from bottom to top (54%). Besides, the results showed that the channels through which higher education loan applicants access information from HELB were personal visits to HELB offices (50%), e-mail (44%), HELB website (42%), and social media (40%). The study established that HELB applied some participatory communication strategies using communication media techniques and processes to engage loan applicants, freely sharing information with loan applicants regarding the loan application process, and essentially engaging the loan applicants to make them understand the best channels for reaching every demographic. The study recommends the need for HELB to streamline its structures and communication hierarchy to smoothen communication between the different departments and employee levels. Besides, HELB can engage loan applicants more and apply new media (such as social media) to a greater extent than the current scenario.