Diverse Attributes of Generation Z Workforce and Service Delivery in Selected Road Management Agencies in Western Region of Kenya

Abstract

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 sought to examine the effect of diverse attributes of Generation Z 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. A descriptive and explanatory research design was adopted. 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 in the study 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 was carried out to confirm 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 strong agreement that Generation Z attributes support service delivery (aggregate mean = 4.292). Correlation analysis revealed a positive and significant relationship between Generation Z attributes and service delivery (r = .516, p < .05), while regression analysis showed a positive and significant effect of Generation Z attributes on service delivery (β = .294, p = .039). The null hypothesis was therefore rejected. The study concluded that Generation Z’s creativity, technological proficiency, collaboration and high standards significantly enhance road quality, adoption of digital monitoring tools and innovation in maintenance practices. The study recommends that road management agencies strategically leverage Generation Z’s tech-savviness in digital mapping and road quality monitoring, institutionalize mentorship programs that pair older cohorts with Generation Z employees, and invest in continuous training to sustain efficient service delivery.

Keywords: Generation Z, Multigenerational Workforce, Service Delivery, Road Management Agencies, Western Kenya

DOI: 10.7176/EJBM/18-8-03

Publication date: August 30^th 2026