Perceived Effect of Terms and Conditions of Service on Job Satisfaction Among in-flight Crew in Kenya Airways
Abstract
Terms and conditions of service are essential aspects of the employment relationship even
though they vary in different organizations. Job satisfaction portrays the level of contentment by
an individual as a result of their work and work environment. The objective of the study was to
establish the perceived effect of terms and conditions of service on job satisfaction among
inflight crew in Kenya Airways. The study focused on Kenya Airways inflight crew, both flight
attendants and pilots. The study used a descriptive survey research design which was considered
appropriate since it involved an in depth study of the terms & conditions of service and job
satisfaction. Data was collected using questionnaires which were administered to randomly
selected inflight crew who were required to fill and return them for analysis. The study
concluded that terms and conditions of service had an effect on job satisfaction. This was evident
from the positive, negative and indifferent responses given by Kenya Airways inflight crew on
matters regarding terms and conditions of service as well as job satisfaction. Kenya Airways
inflight crew agreed that professionalism and ethics were observed and maintained within Kenya
Airways and that opportunities were provided for them to utilize their skills and talents. They
disagreed that there were clear benefits, clear opportunities for promotion and that there was a
degree of independence in their work roles. However, Kenya Airways inflight crew were
indifferent on issues regarding their general working conditions, pay & promotion potential,
work relationships, use of skills and abilities, job design and feedback. The findings of the study
showed that there are challenges of terms and conditions of service and job satisfaction and the
perception thereof among inflight crew in Kenya Airways. The study therefore recommended
that more research needs to be carried out in other airlines, in Kenya Airways and the airline
industry with a focus on all employees to show the various challenges and the various measures
put to overcome these challenges entailing terms and conditions of service as well as job
satisfaction. This is because terms and conditions of service in different airlines vary.
Citation
Degree of Masters of Business AdministrationPublisher
University of Nairobi School of Business
Description
A research project submitted in partial fulfillment of
the requirement for the award of the degree of
Master of business administration (MBA), school of
Business, university of Nairobi.