| dc.description.abstract | This study was carried out in the airline industry in Kenya. The objective of the study
was to determine the level of customer satisfaction and service quality in the
industryand the relationship among these twofactors. The study was necessitated by
the increasing competition and rivalry in the local airline industry in Kenya.
Moreover, there has been difficulty in evaluating the influence of service quality on
customer satisfaction in local airlines. A cross-sectional research design was used and
data was collected using questionnaires. The questionnaires were sent to a sample of
100 customers who were selected randomly from lists of seven passenger airlines
operating in Kenya. Descriptive statistics was used to analyze the responses of
customers on the various variables while regression and correlation analysis was used
to check the relationship between service quality and customer satisfaction in the local
passenger airlines in Kenya. The study established that customers are generally
satisfied with the performance of their airlinesin terms of the technical standards of
service quality and perceived service quality. The study also revealed that reliability,
empathy and responsiveness are important dimensions of customer satisfaction. The
study recommended that airlines aiming at achieving high levels of customer
satisfaction should ensure they offer superior technical standards of service quality
improve on the dimensions of reliability, empathy and responsiveness and offer high
quality of service to their customers.
Key words: technical standards of service quality, customer satisfaction, service
quality, airline industry in Kenya | en_US |
