DIVERSE ATTRIBUTES OF GENERATION X WORKFORCE AND SERVICE DELIVERY IN SELECTED ROAD MANAGEMENT AGENCIES IN WESTERN REGION OF KENYA

Sažetak

The road sector in Kenya has continued to attract criticism from its clients over unsatisfactory service delivery, characterized by delayed projects, unclear project timelines, poor records on project duration and limited digitization of services. This study assessed the effect of diverse attributes of the Generation X workforce on service delivery in selected road management agencies in the Western Region of Kenya. The study was anchored on the Theory of Generations and the SERVQUAL model, and adopted a combination of descriptive and explanatory research designs. The unit of analysis was the selected road management agencies in the Western Region of Kenya, namely Kenya National Highways Authority, Kenya Urban Roads Authority and Kenya Rural Roads Authority, while the unit of observation comprised 104 top-level managers, operational managers and site engineers, all of whom were included through a census approach. Primary data were collected using a semi-structured questionnaire anchored on a five-point Likert scale. A pilot study involving ten respondents confirmed the suitability of the instrument; validity was addressed through content, criterion and construct checks, while reliability was tested using Cronbach’s alpha against a 0.7 threshold. A response rate of 90.38% was achieved, and diagnostic tests confirmed that the data satisfied the assumptions underlying regression analysis. Descriptive results showed that Generation X attributes strongly support service delivery (aggregate mean = 4.197), with adaptability to change, task orientation and independent yet collaborative work styles rated highest. Correlation analysis revealed a positive and significant relationship between Generation X attributes and service delivery (r = .541, p < .05), and regression analysis confirmed a positive and significant effect (β = .220, p = .017); the null hypothesis was therefore rejected. The study concluded that Generation X employees’ self-reliance, task orientation and adaptability to change enhance road project implementation, adherence to timelines, maintenance efficiency and overall road management effectiveness. The study recommends that road management agencies deploy Generation X employees in supervisory and quality-assurance roles, harness their adaptability in managing organizational and technological change, and institutionalize mentorship programs through which Generation X employees transfer skills to younger cohorts.