Effect of career progression factors on service delivery: Evidence from refugee humanitarian organizations in Kenya

Abstract

This study investigated the effect of career progression factors on service delivery by employees of selected refugees' organizations in the humanitarian services ecosystem in Kenya. The study was based on Herzberg’s two-factor theory. It utilized descriptive and explanatory research designs. Using the census, the study targeted all 300 employees of the five dominant refugee organizations operating in Kakuma Refugee Camp in Turkana County, Kenya. Data was collected from the respondents using structured questionnaires. Validity and reliability of the questionnaire were established. Data was analyzed using both descriptive and inferential statistics. The study established that career progression factors had a positive and significant effect on service delivery. The study provides strategic insights for human resource management policymakers in refugee organizations by highlighting the importance of structured career progression initiatives in supporting employee welfare, building employee loyalty, and enhancing service delivery. Specifically, these results inform international human resource management practices by providing insights into the development of targeted policies aimed at improving staff acquisition, retention, and overall organizational effectiveness in humanitarian organizations.