FACTORS AFFECTING CUSTOMER SATISAFACTION IN AIRLINE INDUSTRY: THE CASE OF KENYA AIRWAYS LIMITED

This study was conducted with the objective of finding out the factors affecting customer satisfaction in the airline industry and also determine attributes that passengers consider important in judging quality of service delivery.
To achieve these objectives a sample of 150 passengers was picked and questionnaires administered to each of them. The questionnaire had structured and likert scales questions. The top two travel Agents which were BCD Highlight Travel and HRG Elite Travel were picked. 75 respondents were picked from each travel agency. The researcher used random sampling method to pick the passengers. The questionnaires were administered in the passenger’s office and it was a ‘drop and pick’ method used.
Data collected was an analyzed using percentages, means and standard deviations. Factor analysis was used to reduce the variables and determine inter relationships.
Analysis of the data indicated that there are many factors that passengers consider important in customer satisfaction. Factors such as reservation and ticketing check in procedures, in- flight services, baggage handling and collection.
The general objective of the study was to investigate factors that affecting customer satisfaction in the Airline industry with special focus on our flag carrier Kenya Airways (KQ). From the study it can be concluded that reservations and ticketing, check-in procedures, in-flight services and baggage handling and collection do affect customer satisfaction in the Airline industry. The results of this project should be viewed and adopted in the light of the limitations of this study which are methodological limitations, research design, resource constrain and under sampling. They however, serve as useful starting point for Kenya Airways wishing to fully embrace good customer service

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