Influence of Talent Management Practices on Service Delivery Among Airline Operators in Kenya

Abstract

Organizational leaders continue to battle to discover talented workers while simultaneously facing the problem of the dilemma of keeping knowledgeable workers because organizations have encountered difficulties in recruiting appropriate employees who will meet the job expectation. Companies have found it challenging to find and hire people who are a good fit for their open positions because of these issues. Training and promotion opportunities, career management, succession planning, and mentoring from department heads are all ways in which a company may increase its chances of recruiting and retaining top talent as well as keeping its present workforce motivated. The purpose of this research was to assess the impact that talent management strategies had on the level of service provided by Kenyan airlines. The principles of people-management and service-quality theory served as the foundation for this study. Researchers opted for a descriptive cross-sectional approach for this investigation. Data for the research came from a census survey of the 66 airlines operating in Kenya. According to the study's findings, Kenyan airlines prioritize personnel planning and career management more than they do leadership, development, and performance management. It was discovered that service provision, career management, learning and development, performance management, and workforce planning all have a positive relationship with one another. The research also found that managers are encouraged to provide coaching and mentoring to their subordinates, and that all employees in the airline operators have access to a coaching and mentoring program that improves their working conditions. According to the findings of the research, in order to improve service delivery, it is vital for airline operators in Kenya to design programs that are not only essential but also improve workers' service delivery. This recommendation was made. The research also suggested that workers and management should collaborate on the development of programs together. In the future, research may be conducted to identify other elements that influence the manner in which services are provide