Relational Factors Influencing On-time Service Delivery At Kenya Airways

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.