Capacity sharing and quality of service among selected airlines in Kenya

Abstract

This project paper discusses Capacity Sharing as a form of alliance within the airline industry and Quality of Service among selected airlines operating in Kenya. The study relates how airline service quality is affected by code sharing arrangements. Airlines share their capacities through code sharing agreements. The study gets views of various passengers who have flown with Kenya Airways and its code share partners KLM, Precision Air and Rwanda Air.

The study seeks to establish the challenges that passengers face when they are booked on one airline and travel with another airline and some of the ways these challenges can be tackled. The ServQual Model developed by Gronroos has been employed to measure the gap between passengers expectations and perceptions. The.study employs a case study to collect data through use of questionnaires and a few personal interviews.

The study targets a population of passengers who have been booked with Kenya Airways and fly with other Kenya Airways code sharing partners for the whole or part of their journey. Those who have also been booked with other airlines and end up flying with Kenya Airways for the whole or part of their journey are also studied. Data analysis and presentation are through use of descriptive measures, tables and charts.