Exploring Knowledge, Attitudes, and Practices in Change Management and Service Delivery: A Case Study of the Boda Boda Industry in Kampala, Uganda

Purpose: This study explores the Knowledge, Attitudes, and Practices (KAP) of Boda Boda riders within the framework of ongoing reform and change management, employing insights from ADKAR and Kotter’s 8-Step Change Model to evaluate their readiness and barriers to behavioural change. Methodology: A mixed-methods, cross-sectional design was used, combining structured questionnaires (n = 475) with key informant interviews from stakeholders such as the Kampala Capital City Authority (KCCA), Ministry of Works and Transport (MoWT), and Boda Boda associations. Quantitative data were analysed using SPSS (version 20), employing descriptive statistics, Pearson correlation, and bivariate regression. Qualitative data were thematically coded using Atlas.ti (version 8). Methodological rigour was maintained through triangulation, with high reliability (Cronbach’s alpha = 0.903) and content validity (CVI = 0.970) of the instruments. Findings: Findings reveal that riders possess moderate knowledge (M = 3.021) and show openness to reform, yet actual safety and service delivery practices remain inconsistent. Helmet usage (M = 2.80), adherence to traffic laws (M = 2.83), and digital platform engagement are notably weak. KAP was found to be a weak but statistically significant predictor of service delivery outcomes (r = 0.364, p < .001; Adjusted R² = 0.130). Qualitative data highlighted institutional mistrust, financial constraints, and resistance to safety gear as persistent barriers. Unique Contribution to Theory, Policy and Practice: The study concludes that closing the knowledge-practice gap requires more than just awareness. Change must be supported through participatory governance, behavioural nudges, and context-sensitive regulation. Future interventions should institutionalize peer-led mentorship, digital literacy programmes, and culturally responsive safety innovations. Further research is recommended to explore gendered KAP dynamics, longitudinal impacts of digital tools, and the role of informal associations in enabling sustainable reform.