LINKING STRATEGY IMPLEMENTATION TO SERVICE DELIVERY: INSIGHTS FROM THE KENYA CIVIL AVIATION AUTHORITY
Ezekiel Mwamure Wanje - Department of Business Administration, School of Business, Kenyatta University, Kenya
Anne Muchemi (PhD) - Department of Business Administration, School of Business, Kenyatta University, Kenya
ABSTRACT
The Kenya Civil Aviation Authority (KCAA) plays a crucial role in driving economic development by regulating aviation service providers to ensure safe and efficient air transportation. Its responsibilities include overseeing airlines, aerodrome management authorities, and airspace management companies. Additionally, KCAA facilitates foreign investment through the licensing of foreign airlines and regulating international aviation activities. The aviation industry also significantly supports tourism and cross-border cargo trade, generating employment opportunities across various sectors. Despite its essential contributions, KCAA faces service delivery challenges, including customer satisfaction, efficiency, cost-effectiveness, and reliability. This research examined how strategy implementation practices within KCAA affect service delivery, focusing on leadership, organizational culture, resources, and communication. The study employed the Servqual model, supplemented by theories such as the resource-based view, Traits theory, and cultural leadership, utilizing a descriptive research design targeting all 614 permanent employees of KCAA. A sample of 141 employees and five customers was selected, with data collected through semi-structured questionnaires. Prior to full deployment, the questionnaire was pilot-tested with seven employees, achieving an aggregate alpha score of 0.822, confirming its reliability. The collected data was analyzed using SPSS for both descriptive and inferential insights. The results indicated strong associations between the studied variables, with correlation values exceeding 0.73. Additionally, a significant positive effect was observed between strategy implementation factors and service delivery, with beta coefficient values ranging from β = 0.197 to β = 0.451. The study concluded that strategy implementation practices at KCAA influence service delivery by 62.9%, with organizational culture having the most significant impact, followed by resources, communication, and leadership. Based on these findings, the research recommends that KCAA should advocate for additional resources and ensure their efficient utilization. Leaders should undergo further training to foster a positive workplace culture, and the Authority should invest in advanced technologies for streamlined communication. Implementing these recommendations will enhance service delivery, ultimately strengthening KCAA’s role in the aviation sector.