TRAINING AS A HUMAN RESOURCE PRACTICE FOR SERVICE DELIVERY IN LAPSSET CORRIDOR DEVELOPMENT AUTHORITY, KENYA
Keywords:
Service delivery, Training, Organizational performance, employees, LAPSSET Corridor Development Authority
Abstract
This study analyzed the effect of training on service delivery in the LAPSSET Corridor Development Authority, Kenya. A descriptive correlational research design was adopted to examine the relationship between training and service delivery without manipulating variables. The target population comprised all 96 employees at the Authority’s headquarters, and due to the small number, a census approach was used. Primary data was collected through a semi-structured questionnaire with both closed- and open-ended items, including Likert-scale questions. A pilot test involving 10 respondents from KENHA was conducted to enhance validity and reliability. The findings revealed that although training significantly supported service delivery, gaps existed in its consistency and accessibility, with some employees reporting limited opportunities to attend specialized programs. The study concluded that training initiatives such as technical skills development, mentorship, and customer service workshops improved efficiency, accuracy, and timeliness of services, enhanced client satisfaction, and fostered teamwork, knowledge sharing, and adaptability. It recommended strengthening employee training through a structured policy framework that guarantees regular and inclusive programs aligned to strategic objectives, institutionalizing continuous professional development, and adopting robust monitoring and evaluation mechanisms to assess training outcomes. Furthermore, adequate resource allocation, collaboration with professional bodies, and integration of training into performance appraisal systems were recommended to ensure sustainability and embed a culture of learning within the Authority.
References
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Khuselwa, N., Baphiwe, D., Melanie, L., & Tatenda, C. (2022). The impact of training and development on employee performance and service delivery at a local municipality in South Africa. Problems and Perspectives in Management, 20(4), 42-51.
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Makwana, D., Engineer, P., Dabhi, A., & Hardik, C. (2023). Sampling Methods in Research: A Review. International Journal of Trend in Scientific Research and Development (IJTSRD), 7(3),762-768.
Matache, J. (2023). Human Capital Theory – One Way Of Explaining Higher Education Massification. Journal of Public Administration, Finance and Law , 29, 363-371.
Mmbusa, M. I. (2019). Influence of compensation strategies on employee’ s performance in the public health sector in Nairobi City County, Kenya. Nairobi : Doctoral dissertation, Doctoral dissertation, Kenyatta University.
Munir, F. (2022). More than technical experts: Engineering professionals’ perspectives on the role of soft skills in their practice. Industry and Higher Education, 36(3), 294-305. https://doi.org/10.1177/09504222211034725
Mweshi, G. K., & Sakyi, K. (2020). Application of sampling methods for the research design. Archives of Business Research, 8(11), 180–193.
Ndung’u, M. (2022). Reward Management Strategies And Performance Of Employees In The Health Sector In Kirinyaga County, Kenya. Nairobi : MBA Thesis, Kenyatta University.
Nimran, U., Al Musadieq, M., & Afrianty, T. W. (2024). Empowerment effect on competence and organizational commitments: Organizational learning culture as moderating. Multidisciplinary Reviews, 7(2), 2024038-2024038. https://www.malque.pub/ojs/index.php/mr/article/view/1590
Njenga, L., & Kamaara, M. (2024). Reward Strategies And Employee Retention In The Hospitality Industry In Nairobi City County, Kenya. International Journal of Management, Economics and Social Sciences (IJMESS), 8(2), 1-15.
Onwuasigwe, C., Egboh, E. A., & Egboh, O. U. (2023). Impact Of Workforce Training On Service Delivery In Anambra State Civil Service Nigeria. International Journal of Social Sciences and Humanities Review, 13(1), 1-15.
Riatmaja, D., & Wibawanto, S. (2022). The Effect of Financial Compensation and NonFinancial Compensation on Employee Performance with Motivation as an Intervening Variable in Yogyakarta Startup Companies. Media Pengkajian ManajemendanAkuntansi, 21(1),124-133.
Shahbaz, M. (2025). The Impact of Financial and Non-Financial Rewards on Employee Turnover in the Telecom Industry of Pakistan: The Moderating Role of Training and Development (Doctoral dissertation, University of Wales Trinity Saint David). https://repository.uwtsd.ac.uk/id/eprint/3654
Tanui, A., & Kwasira, J. (2019). Influence Of Staff Training On Service Delivery At Moi Teaching And Referral Hospital. International Journal of Recent Research in Commerce Economics and Management (IJRRCEM), 6(4), 1-12.
Tobi, H., & Kampen, J. (2018). Research design: the methodology for interdisciplinary research framework. Qual Quant, 52(3): 1209–1225.
Vogireddy S, R. (2020). Impact of Compensation on Employee Performance. OSR Journal of Humanities And Social Science (IOSR-JHSS), 25, (9), 17-22.
Werimo AN & Njoroge J (2024) Training as an enabler of service delivery at the Nairobi City County Reviewed Journal of Social Science & Humanities.
Wuttaphan, N. (2017). Human Capital Theory: The Theory Of Human Resource Development, Implications, And Future. J. Sci. Humanit. Soc. Sci., 18 (2): 240-253.
Yimam, M. (2022). Impact of training on employees performance: A case study of Bahir Dar university, Ethiopia. Cogent Education, 9(1), 2107301.
Aliu, J., & Aigbavboa, C. (2019). Examining the Roles of Human Capital Theory. What next for Construction Industry? . Journal of Physics: Conference Series, 1378, 1-10, 022057; doi:10.1088/1742-6596/1378/2/022057.
Al-Twal, A., Alawamleh, M., & Jarrar, D. M. (2024). An investigation of the role of Wasta social capital in enhancing employee loyalty and innovation in organizations. Journal of Innovation and Entrepreneurship, 13(1), 12. https://doi.org/10.1186/s13731-024-00372-w
Aniedi, M., Brownson, C., & Efi, A. (2024). Compensation Management and Employee Commitment. Research Journal of Management Practice, 4(1):13-25.
Arthur-Mensah, N. (2020). Bridging the industry–education skills gap for human resource development. Industrial and Commercial Training, 52(2), 93-103. https://doi.org/10.1108/ICT-11-2019-0105
Asenahabi, B. (2019). Basics of Research Design: A Guide to selecting appropriate research design. International Journal of Contemporary Applied Researches, 6(5):76-89.
Bacher, J., Lemcke, J., Schmich, P., & Quatember, A. (2019). Probability and nonprobability sampling: Representative surveys of hard-to-reach and hard-to-ask populations. Current surveys between the poles of theory and practice. . Survey Methods: Insights from the Field, https://doi.org/10.13094/SMIF-2019-00018.
Bhumika, M., Samal, R., Sharma, N., & Sharma, N. (2024). Employee Training And Development In The 21st Century: Trends And Innovations. Bhartiyam International Journal Of Education & Research, 13(2). https://www.ifwworld.com/gangainstituteofeducation/wp-content/uploads/2025/01/Ms.-Bhumika-et-al.pdf
Casteel, A., & Bridier, N. L. (2021). Describing populations and samples in doctoral student research . International Journal of Doctoral Studies, 16(2), 339-362
Draper, J., Liu, Y., & Young, L. (2021). Research methods, data collection, and data analysis in meetings, expositions, events, and conventions journals. Journal of Convention & Event Tourism, 22(5), 429-447.
Fachrunnisa, O., Gani, A., Nurhidayati, N., & Adhiatma, A. (2022). Cognitive engagement: a result of talent-based training to improve individual performance. International Journal of Training Research, 20(2), 141-159. https://doi.org/10.1080/14480220.2021.1990105
Fadhil, A., Mwaguni, S., & Kisimbii, J. (2019). Determinants Of Successful Implementation Of Infrastructure Projects In Kenya: The Case Of Lapsset Project, Lamu Port. International Journal of Novel Research in Humanity and Social Sciences, 5(5), 196-214.
Fernandes, A., Santinha, G., & Forte, T. (2022). Public service motivation and determining factors to attract and retain health professionals in the public sector: A systematic review. Behavioral Sciences, 12(4), 95. https://doi.org/10.3390/bs12040095
Fibbi, R., Midtbøen, A. H., & Simon, P. (2021). Theories of discrimination. Migration and discrimination: IMISCOE short reader, 21-41. https://doi.org/10.1007/978-3-030-67281-2_3
Flegl, M., Depoo, L., & Alcázar, M. (2022). The impact of employees’ training on their performance improvements. Quality Innovation Prosperity, 26(1), 70-89. https://doi.org/10.12776/qip.v26i1.1665
Gitonga, L., & Nzulwa, J. (2019). Effect Of Performance Management Strategies On Service Delivery In Government Institutions: A Case Of Kenya School Of Government. International Academic Journal of Human Resource and Business Administration (IAJHRBA), 3(5), 255-278.
Kanyumba, B. (2022). Training as a Tool for Service Delivery: A Case Study of Health Care Workers in Gwanda, Zimbabwe. African Journal of Inter/Multidisciplinary Studies, 4(1), 384-393.
Karatzas, A., Papadopoulos, G., & Godsell, J. (2020). Servitization and the Effect of Training on Service Delivery System Performance. Production and Operations Management Society, 29(5), 1101-1121.
Kareem, M. A., & Hussein, I. J. (2019). The impact of human resource development on employee performance and organizational effectiveness. Management Dynamics in the Knowledge Economy, 7(3), 307-322.
Khaykin, M., Lapinskas, A., & Kochergina, O. (2021). The Development of the Theory of Human Capital in the Historical Dimension. Advances in Economics, Business and Management Research, 139, 505-510.
Khuselwa, N., Baphiwe, D., Melanie, L., & Tatenda, C. (2022). The impact of training and development on employee performance and service delivery at a local municipality in South Africa. Problems and Perspectives in Management, 20(4), 42-51.
Kuruppu, C. L., Kavirathne, C. S., & Karunarathna, N. (2021). The impact of training on employee performance in a selected apparel sector organization in Sri Lanka. Global Journal of Management And Business Research, 3(2), 25–33.
Makwana, D., Engineer, P., Dabhi, A., & Hardik, C. (2023). Sampling Methods in Research: A Review. International Journal of Trend in Scientific Research and Development (IJTSRD), 7(3),762-768.
Matache, J. (2023). Human Capital Theory – One Way Of Explaining Higher Education Massification. Journal of Public Administration, Finance and Law , 29, 363-371.
Mmbusa, M. I. (2019). Influence of compensation strategies on employee’ s performance in the public health sector in Nairobi City County, Kenya. Nairobi : Doctoral dissertation, Doctoral dissertation, Kenyatta University.
Munir, F. (2022). More than technical experts: Engineering professionals’ perspectives on the role of soft skills in their practice. Industry and Higher Education, 36(3), 294-305. https://doi.org/10.1177/09504222211034725
Mweshi, G. K., & Sakyi, K. (2020). Application of sampling methods for the research design. Archives of Business Research, 8(11), 180–193.
Ndung’u, M. (2022). Reward Management Strategies And Performance Of Employees In The Health Sector In Kirinyaga County, Kenya. Nairobi : MBA Thesis, Kenyatta University.
Nimran, U., Al Musadieq, M., & Afrianty, T. W. (2024). Empowerment effect on competence and organizational commitments: Organizational learning culture as moderating. Multidisciplinary Reviews, 7(2), 2024038-2024038. https://www.malque.pub/ojs/index.php/mr/article/view/1590
Njenga, L., & Kamaara, M. (2024). Reward Strategies And Employee Retention In The Hospitality Industry In Nairobi City County, Kenya. International Journal of Management, Economics and Social Sciences (IJMESS), 8(2), 1-15.
Onwuasigwe, C., Egboh, E. A., & Egboh, O. U. (2023). Impact Of Workforce Training On Service Delivery In Anambra State Civil Service Nigeria. International Journal of Social Sciences and Humanities Review, 13(1), 1-15.
Riatmaja, D., & Wibawanto, S. (2022). The Effect of Financial Compensation and NonFinancial Compensation on Employee Performance with Motivation as an Intervening Variable in Yogyakarta Startup Companies. Media Pengkajian ManajemendanAkuntansi, 21(1),124-133.
Shahbaz, M. (2025). The Impact of Financial and Non-Financial Rewards on Employee Turnover in the Telecom Industry of Pakistan: The Moderating Role of Training and Development (Doctoral dissertation, University of Wales Trinity Saint David). https://repository.uwtsd.ac.uk/id/eprint/3654
Tanui, A., & Kwasira, J. (2019). Influence Of Staff Training On Service Delivery At Moi Teaching And Referral Hospital. International Journal of Recent Research in Commerce Economics and Management (IJRRCEM), 6(4), 1-12.
Tobi, H., & Kampen, J. (2018). Research design: the methodology for interdisciplinary research framework. Qual Quant, 52(3): 1209–1225.
Vogireddy S, R. (2020). Impact of Compensation on Employee Performance. OSR Journal of Humanities And Social Science (IOSR-JHSS), 25, (9), 17-22.
Werimo AN & Njoroge J (2024) Training as an enabler of service delivery at the Nairobi City County Reviewed Journal of Social Science & Humanities.
Wuttaphan, N. (2017). Human Capital Theory: The Theory Of Human Resource Development, Implications, And Future. J. Sci. Humanit. Soc. Sci., 18 (2): 240-253.
Yimam, M. (2022). Impact of training on employees performance: A case study of Bahir Dar university, Ethiopia. Cogent Education, 9(1), 2107301.
