Process element of tqm and operational performance of airlinesin Kenya
Abstract
The purpose of this study was to establish the effect of the
process element of total
quality management and operational performance of airlines in Kenya. The study had
th
ree objectives to achieve:
To determine the effectiveness of processes in airlines in
Kenya; determine the relationship between process effectiveness and operational
performance in the airline sector in Kenya and to determine the effect of environmental
st
ability on the relationship between process management and operational performance.
The study took the form of a cross
-
sectional research design targeting employees of two
main airlines operating from Jomo Kenyatta International airport. Stratified samplin
g was
used to select 130 respondents who took part in the study. A questionnaire was used to
collect primary data from the respondents. The data collected was analysed using
descriptive statistics and correlation analysis. The finding
s were presented in ta
bles
. The
study established that
Process effectiveness among airlines in Kenya is manifested in
three main ways. Processes that are prevalent in the
airlines
assist significantly in
simplifying the work activities; processes that are used by the airlines p
lay a very
significant role in removing work related ambiguities; processes used by airlines are
important in ensuring that there is some level or degree of work consistency.
There exists
a positive correlation between processes used by the airlines and th
e ability of processes
to simplify work; processes used and the work being dependent on processes;
technological changes and ability of processes to remove work related ambiguities and
between technological changes and work being dependent on processes.
Th
e relationship
between employees of different departments within an airline directly affects the external
customers. It is also clear that safety measures taken by an airline influences to a large
extent the decision of the customer to fly with the airline
. It was also evident that
compliance to regulations is one way of enhancing safety in the airlines.
As for the effect
of environmental
in
stability on the relationship between process effectiveness and
operational performance, the study finds that
there is
some
effect exerted
Publisher
University of Nairobi