E-Services Strategy and Service Quality of Kenya Civil Aviation Authority

Abstract

Service quality denotes the outcomes of assessment processes whereby clients or consumers compare their desired expectations with the level of service quality that has been delivered to them. It presents a basic input in purchasers’ feedback. The study aims at establishing the effect of e-services strategy on service quality of services at Kenya Civil Aviation Authority. The following objectives guided the study; To6 determine6 the6 influence6of e-service cost, e-documentation, e-reporting and service flexibility on service quality at Kenya Civil Aviation Authority .This study was based on the following three theoretical foundations; resource based-view, technology acceptance theory and service quality theory. A1 descriptive1 research1 design1 was utilized1 and1 this1 allowed1 the1 study1 to1 describe1 the1 variables1 in1 terms1 of1 their1 characteristics. 1 The1 study1 focused1 on1 1181 staff1 at1 JKIA, The1 study1 utilized1 primary1 information, the study used1 of1 Krejcie1 and1 Morgan’s1 method1 of1 determination1 of1 a1 sample1 size1 the1 eventual1 sample1 size1 obtained1 was composed1 of1 921 respondents. Primary1 information1 was gathered1 by1 methods1 for1 structured1 questionnaires. 1Content1 validity1 was used1 to1 research1 if1 or1 not1 the1 devices1 addressed1 the1 study1 questions. 1 Test-retest1 technique1 was utilized1 whereby1 the1 pilot1 questionnaires1 was self-administered1 two1 times1 to1 the1 respondents, 1with1 a1 one-week1 interim. 1 The1 research1 used1 Cronbach’s1 alpha1 formula1 to1 test1 reliability, 1with1 value1 of1 0.7, 1 The1 quantitative1 information1 gathered1 was analyzed1 utilizing1 descriptive1 statistics1 with1 the1 help1 of1 Statistical1 Package1 for1 Social1 Sciences1 (SPSS) 1 version1 21. 1The study KCAA established that automation of organization positive impact on impact on service flexibility and service cost, also utilities such as e-reporting and e-documentation were positively linked with enhanced quality service. ICT platforms helps to cut down the cost that could be incurred if all the parties in that communication were assemble physically. The study concludes that system functions such as e-reporting, e-documentation and e-service cost all had positive impact on service quality at Kenya Civil Aviation Authority. The study recommends that it is important for Kenya Civil Aviation Authority to fully automate its operations as this was associated with positive strides towards accountability, transparency, increased internal efficiencies and customer satisfaction, The management of KCAA should ensure all the necessary parameters are in place, It’s paramount to ensure that all the staff are trained on new system, in other words, it important for the employees to have full understanding of how the system operated so that they can by in the idea of the anticipated organizational operational changes. On-shelf procured systems must be accompanied with support services from the vendor; system change over steps must be embraced and where inconsistencies/complexities established, the system vendors must redesign to foster ease of usability finally it’s important to ensure that the system have high quality security checks.