Change Management in Informal Transport: Evaluating Drivers of Service Delivery in Kampala’s Boda Boda Industry

Purpose: To examine how drivers of change management influence service delivery in Kampala’s Boda Boda (motorcycle taxi) sector, using the ADKAR and Kotter change models to assess where reforms succeed or stall.Methodology: A cross-sectional mixed-methods design combined quantitative surveys (n = 475) with qualitative interviews (nine institutional stakeholders). Data was collected through structured questionnaires, interview guides, and documentary review. Design-Based Research principles guided iterative tool refinement. Quantitative analysis (SPSS v20) included descriptive statistics, Pearson correlation, and bivariate regression; qualitative data underwent thematic analysis in ATLAS.ti.Findings: A strong positive association was observed between change drivers and service delivery (r = 0.750, p < .001). Bivariate regression showed that change interventions explained 56.1% of the variance in service delivery (R² = 0.561). Affordability-constrained digital platform uptake, with only 36.5% of riders finding entry costs manageable. Awareness of electric mobility remained below 36%, and just 26.4% believed e-motorcycles are more cost-effective. SACCOs yielded mixed perceptions: 46.7% linked SACCOs to political empowerment yet doubts about financial benefits and governance reduced participation. Mapping to ADKAR and Kotter indicated strong initiation (awareness and early engagement) but weak consolidation and reinforcement due to limited empowerment mechanisms, insufficient incentives, and low systemic trust.Unique Contribution to Theory, Practice, and Policy:The study foregrounds affordability and trust as necessary preconditions for sustained behavioural change within these models. The study recommends that SACCOs should strengthen SACCO governance transparency to address benefit and accountability concerns. They should also coordinate reforms through an inter-agency mechanism to align KCCA, traffic police, and line ministries. Across all actions, they should prioritise grassroots inclusion, early and continuous engagement, and systematic reinforcement to convert initial gains into lasting service-delivery improvements.