Service Quality and Customer Satisfaction in Kenya Aviation Industry

Abstract

The main purpose of this study was to investigate the relationship between service quality and customer satisfaction in the aviation industry in Kenya. There were three specific objectives: to determine customer perceived service quality in the Aviation industry; to determine factors influencing customer satisfaction in the aviation industry and to examine the relationship between perceived service quality and customer satisfaction. The study took a descriptive research design where all the 44 airlines operating in Kenya were taken as the population of the study. The sample size included 100 respondents drawn from among the customers of the airlines. The study established that there are a number of issues which influence customer satisfaction in the aviation industry in Kenya. These factors include: adherence to flight schedule, capability of delivering what is promised, the type of aircrafts owned by the airline, appearance of staff uniform, confidence in employees behaviors, problem solving interest for complaints and requests, safety record of the airline, promptness of service, employees competence in answering customers‟ questions, visual ability of flight materials associated with the service, willingness to help customers, consistency of service, convenience of working hours, respectfulness of employees to customers, employees readiness to answer to customer requests among others. On service quality perception it was evident that customers perceived quality when: the airline‟s uniform appears attractive, there‟s always some help no matter what is the problem, the good safety record of the airline, the airlines services are prompt, employees are competent in addressing customers‟ queries, the airlines flight materials are visually appealing and when the airlines employees are willing to help passengers. It was further established that there exists a high connection between service quality offered and customer satisfaction in the aviation industry in Kenya.