The purpose of the study was to establish the effects of customer care and sales
volume. The study was prompted by the fact that the airline's performance was
far below expectation of the airline's management and was affecting its' sales
volume. The study used a cross sectional survey descriptive research designs.
The research was guided by the following objectives; to establish factors that
affect customer care in Kenya airways, establish relationship between customer
care and sales volume, and establish ways to improve customer care in Kenya
airways. Data were collected from secondary and primary sources. Purposively
selected primary data sources were airlines and travel agents officials and
customers. Data were collected from these respondents using questionnaires.
The research findings revealed that different research factors affect customer
care these included product knowledge, staff competence, provision of
information, on-time performance, communication system, competition, profits
and handling of customer complaints. The mentioned factors will positively or
negatively contribute to enhance of customer care in an organization thus impact
on sales volumes.
The research findings revealed concluded that there is a strong relationship
between customer care and sales volume through Kenya Airways' loyal program.
The research findings recommended that customer care could be improved in
different ways by improving on the check-in counters at the airport, recruitment
more reservation and ticketing staff that should be well trained and experienced.
Kenya Airways should install a modern call centre and improve on public relation. Kenya Airways should have separate counters and reward competent staff and agents and improve on the Kenya Airways' web-site.
SOPHIA, N (2021). Customer Care And Sales Volume: A Case Study Of Kenya Airways. Afribary. Retrieved from https://afribary.com/works/customer-care-and-sales-volume-a-case-study-of-kenya-airways
SOPHIA, NAGAWA "Customer Care And Sales Volume: A Case Study Of Kenya Airways" Afribary. Afribary, 12 Jun. 2021, https://afribary.com/works/customer-care-and-sales-volume-a-case-study-of-kenya-airways. Accessed 02 Aug. 2021.
SOPHIA, NAGAWA . "Customer Care And Sales Volume: A Case Study Of Kenya Airways". Afribary, Afribary, 12 Jun. 2021. Web. 02 Aug. 2021. < https://afribary.com/works/customer-care-and-sales-volume-a-case-study-of-kenya-airways >.
SOPHIA, NAGAWA . "Customer Care And Sales Volume: A Case Study Of Kenya Airways" Afribary (2021). Accessed August 02, 2021. https://afribary.com/works/customer-care-and-sales-volume-a-case-study-of-kenya-airways