Customer care and sales volume: a case study of Kenya Airways

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Kampala International University.College of Economics and Management
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.
Dissertation submitted to the school of business and management in partial fulfillment of the award of a bachelor of marketing management Of Kampala International University
Customer care, Sales volume, Kenya Airways