Wanje, Ezekiel Mwamure2026-02-062026-02-062026-11https://ir-library.ku.ac.ke/handle/123456789/32297A research project that is submitted to the School of Business, Economics and Tourism in partial fulfilment of the requirement for the ward of the Master of Business Administration Degree (Strategic Management Option) of Kenyatta university, November 2025 Supervisor: Dr. Anne MuchemiThe Kenya Civil Aviation Authority plays a vital role in driving economic development by facilitating connectivity through regulating and oversighting aviation service providers including airlines, aerodrome management authorities, and airspace management companies to ensure the availability and accessibility of safe and efficient air transportation. The Authority also assists the country to attract foreign investment through the licensing of foreign airlines, regulating the operation of foreign aircraft in Kenya and related aviation activities. Aviation also promotes tourism by enabling international visitors to access the country. Aviation industry supports cross border cargo trade, creating direct and indirect employment from pilots to farmers whose flowers are carried as cargo. Airport infrastructure also attracts contractors who invest heavily in the industry. While fulfilling this mandate, however, the authority faces various service delivery challenges such as customer satisfaction, efficiency of the services, cost-effectiveness of the services and reliability of the services rendered. The research aimed to examine how strategy implementation practices at Kenya Civil Aviation Authority affected service delivery; specifically, it sought to determine how leadership, organizational culture, organizational resources, and organizational communication affected service delivery. This study relied on the Servqual model and was bolstered by other theories like resource-based view, Traits, and cultural leadership. It used a descriptive research design and was directed at all 614 permanent employees of Kenya Civil Aviation Authority. A sample of 141 employees and 5 customers made the study’s sample size. A semi- structured questionnaire was submitted to participants to fill. The data obtained from the questionnaire was qualitative and quantitative. A pilot study was done using 7 employees. The findings were used to determine reliability of study instrument. A Cronbach Alpha of 0.822 was obtained hence the study instruments were reliable. Quantitative data was entered into SPSS for descriptive and inferential analysis. The findings showed a close association between the variables as the r values were all above 0.73. A positive and significant effect was found between the independent and dependent variable, from the recorded beta coefficient values ranging from β =0.197 to β =0.451. The study findings showed that at the Kenya Civil Aviation Authority, strategy implementation practices influenced service delivery by 62.9%. The study also showed that organizational culture had the largest effect on service delivery; followed by organizational resources, organizational communication and leadership. The research recommends that the Kenya Civil Aviation Authority should lobby for more resources and increase the fair and prudent use of resources. Another recommendation is that the leaders should undertake more trainings to facilitate a conducive workplace anchored on positive culture. The study also recommends investing in advanced technologies for effective communication. The adoption of these recommendations shall improve service delivery at the Kenya Civil Aviation AuthorityenThesis