An investigation into factors hindering Kenya Airways Training and development from achieving customer satisfaction goals

Abstract

The purpose of this study was to investigate the factors that hinder Kenya Airways human resources training and development programmes from achieving the objective of customer satisfaction. The objectives of Kenya Airways training and development programmes are providing highest level of customer satisfaction, upholding highest safety standards and reducing labour costs. However, this has not turned out to be the case especially with customer satisfaction goals. There have been major lapses in customer service leading to an increase in complaints. Relevant literature was reviewed highlighting training and development and customer satisfaction. Questionnaires were used. A questionnaire was administered to customer care staff, one for trainers and human resource managers and another one for Kenya Airways customers. These instruments were used to gather data. The employees demographic variables of gender, experience and level of education were considered. Among the customers, variables of gender, age, class of travel and frequent flyer programme (flying blue) status were considered. A total of 137 staff members and 99 customers were sampled. Data gathered was analyzed using frequency distributions and percentages and presented in the form of frequency tables and charts. Descriptive statistics, that is, mean, mode and medium were used to describe data. This helped to address the research questions and the objectives of the study.The results of the study would be used to help Kenya Airways improve its services offered to customers. Researchers and students interested in the study would also find the study very important