Customer Care And Sales Volume: A Case Study Of Kenya Airways

Subscribe to access this work and thousands more

ABSTRACT

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.

Subscribe to access this work and thousands more
Overall Rating

0

5 Star
(0)
4 Star
(0)
3 Star
(0)
2 Star
(0)
1 Star
(0)
APA

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

MLA 8th

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.

MLA7

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 >.

Chicago

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