Perceived Effect of Terms and Conditions of Service on Job Satisfaction Among in-flight Crew in Kenya Airways

Abstract

Terms and conditions of service are essential aspects of the employment relationship even though they vary in different organizations. Job satisfaction portrays the level of contentment by an individual as a result of their work and work environment. The objective of the study was to establish the perceived effect of terms and conditions of service on job satisfaction among inflight crew in Kenya Airways. The study focused on Kenya Airways inflight crew, both flight attendants and pilots. The study used a descriptive survey research design which was considered appropriate since it involved an in depth study of the terms & conditions of service and job satisfaction. Data was collected using questionnaires which were administered to randomly selected inflight crew who were required to fill and return them for analysis. The study concluded that terms and conditions of service had an effect on job satisfaction. This was evident from the positive, negative and indifferent responses given by Kenya Airways inflight crew on matters regarding terms and conditions of service as well as job satisfaction. Kenya Airways inflight crew agreed that professionalism and ethics were observed and maintained within Kenya Airways and that opportunities were provided for them to utilize their skills and talents. They disagreed that there were clear benefits, clear opportunities for promotion and that there was a degree of independence in their work roles. However, Kenya Airways inflight crew were indifferent on issues regarding their general working conditions, pay & promotion potential, work relationships, use of skills and abilities, job design and feedback. The findings of the study showed that there are challenges of terms and conditions of service and job satisfaction and the perception thereof among inflight crew in Kenya Airways. The study therefore recommended that more research needs to be carried out in other airlines, in Kenya Airways and the airline industry with a focus on all employees to show the various challenges and the various measures put to overcome these challenges entailing terms and conditions of service as well as job satisfaction. This is because terms and conditions of service in different airlines vary.