Organization Capability And Performance Of Airkenya Express Limited, Nairobi City County, Kenya

ABSTRACT

In recent researches, organization performance has been the key point, due to the dynamism of the operating parameters in the environment of airlines and other business entities. In the recent years, performance in the airline industry globally, regionally and locally has been unstable more so due to the dynamism of the environmental parameters that the aviation industry is characterized with. Organizations in this industry therefore ought to withstand the market and industry dynamics, if at all they have to attain remarkable success in performance. Consequently, performance of any entity has become of focus from stakeholders, customers and researchers taking into account the adjustments in an organization’s operating setting. This particular research was investigating the effects of organizational capability on performance of AirKenya Express limited performance. The specific objectives were to investigate the effects of operational capability, marketing capability, human resource capability and information and the capability of communication technology on the performance of AirKenya Express Limited, Nairobi City County, Kenya. The three main theories on which this research was established on were, resource-based view theory, organization learning theory and dynamic capabilities theory. Two research designs that were employed were cross sectional research and explanatory designs. The target population was employees of AirKenya Express Limited, and in particular those based at its headquarters at Wilson Airport Nairobi and those in other outstations that are based in Kenya. The selection of the respondents of this study utilized stratified proportionate sampling. This was on the basis of departments including administration, inflight crew, customer service, finance, marketing, reservation, operations and engineering. The pilot study preceded actual data collection and the participants were excluded from the research. In data collection, the primary data collection was done using semi-structured questionnaires issued using drop and pick method while secondary data collection was by reviewing relevant reference materials. Secondary data was purposed to endorse the collected primary data. The descriptive statistics were arrayed in the form of mean, standard deviation, co-efficient variations, frequencies and percentages. They served the purpose of providing abridged measures of the observed data. Conclusions and generalizations were made based on the inferential statistics done through multiple regression analysis. The analysis of quantitative data was arrayed in terms of figures and tables while qualitative data employed content analysis and presentation done in prose. The study deduced that the operational, human resource, marketing and information, communication and technology capabilities possess a significant gain to the airline’s performance. AirKenya Express Limited management ought to automate customer services such as online booking and checking in, while at the same time using effective methods for customer feedback collection that will be incorporated to improve on the airline’s service delivery. The marketing department ought to improve on research and development so as to enhance the features of new and existing products. The human resource manager can develop human resource policies that encourage more trainings and use of job manuals to increase job performance. This will collectively improve AirKenya Express Limited’s performance.