Operations Strategies and Performance of National Transport and Safety Authority Motor Vehicle Inspection Centers, Kenya

Abstract

The objective of study was to investigate the effects of operation strategies on the performance of NTSA, Motor vehicle inspection centers in Kenya. The study adopted cross-sectional descriptive survey design. The target population 18 motor vehicle inspection center managers and 18 assistant center managers in the 18 inspection centers in Kenya. The study collected primary data through use of a questionnaire which will have both closed and open-ended questions. The questionnaire which was administered by the researcher through drop and pick later method. The data collected was first edited, coded, and entered into software (SPSS version 20) which also aided in the data analysis. Both descriptive and inferential statistics were adopted for the study. The qualitative data was generated from the open ended questions and was categorized in themes in accordance with research objectives and reported in narrative form along with quantitative presentation. The quantitative data was analyzed using descriptive statistics which included frequency distribution tables and measures of central tendency (the mean), measures of variability (standard deviation) and measures of relative frequencies. The inferential statistics included a correlation analysis which established the relationship between variables. Data was presented using tables, charts and graphs. The study found out that quality driven operations strategy, dependability-driven operations strategy, speed driven operations strategy and flexibility driven operations strategy had been adopted in the Motor vehicle inspection centers. Adoption of these operational strategies had been prompted by the need to: improve operations processes; improve efficiency at the; increase capacity; and need to improve quality of the services offered at the inspection centers. The operational strategies had improved operational efficiency, enhanced the quality of services, increased the capacity, and improved customer’s satisfaction at the inspection centers. The study concludes that the implementation of operational strategies influenced performance of NTSA, Motor vehicle inspection centers in Kenya. The study recommends for continued improvements in terms of increased use of technology, enhancing speed and capacity at the centers in order to increase compliance with the traffic laws.