| dc.description.abstract | This study aimed at analyzing the relationship between relational factors and on-time
service delivery at Kenya Airways. The study specifically sought to establish: the extent
to which effective communication influences on-time service delivery at Kenya Airways,
conflict management strategies influences on-time service delivery at Kenya Airways, if
there is any significant difference between attitudes of the customers on on-time service
delivery at Kenya Airways when categorized in gender, age, level of education and
occupation, the extent to which product component influences on-time service delivery
at Kenya Airways, and to find out the relationship between coordination and on-time
service delivery at Kenya Airways. The study adopted a descriptive survey research
design coupled with naturalistic research design. The population comprised all Kenya
Airways staff in Nairobi office, KQ customers and heads of department. A sample of 244
employees was randomly selected using systematic sampling procedure for the study.
One hundred Kenya Airways customers were conveniently selected to participate in the
study. Purposive sampling was used to select Nairobi office as the study site. The study
relied on data collected through two questionnaire and interview guide structured to meet
the objectives of the study. Quantitative information was summarized into frequencies,
percentages and graphs using. Responses were tabulated, coded and processed by use of a
computer Statistical Package for Social Science (SPSS) version 17.0 programme to
analyze the data. . In addition Analysis of Variance (ANOVA) technique was applied to
establish the mean differences amongst various categories within each of the important
factors for testing the influence of customers’ attitude on on-time service delivery at
Kenya Airways. The study concludes that communication, coordination and product
component influences on- time service delivery at Kenya Airways. The study also found
that airlines should consider putting more emphasis on relational factors such as
communication, conflict resolution methods, coordination, mutual respect, shared goals
and pay attention to customers’ attitude as a base for upward growth and maximization of
profit. The study also found that personnel experience; training, efficiency and
motivation are very significant in on time service delivery at Kenya airways. The study
findings further revealed that Fleet Age affects on time delivery of services at KQ. The
study findings also failed to reject the null hypothesis that there is no significant
difference between the mean attitude towards service delivery at Kenya airways scores of
male and female customers. The study recommends that for the airline to achieve ontime
service delivery, outstations need to prepare for dispatch way before aircraft arrives,
aircraft spare parts to be readily available, break silos in the organization and create
teamwork, improve schedule network planning, invest in mobile workshops at line
maintenance, plan for defects rectification before aircraft lands, cooperation by all
stakeholders, develop integration of management and employees, problem solving
mechanisms, encourage rotation of directors in all departments, improve on time
management, have adequate time and proper utilization of maintenance slots, increase
the reliability of the equipment, outsourcing of skilled manpower in local market for
maintenance purposes and any other specialized area and improve internal and external
communication. | en |
