Effects of Information, Communication
EFFECT OF RELATIONSHIP MARKETING ON CUSTOMER SATISFACTION IN THE AIRLINE INDUSTRY IN KENYA HILDA CHEPKOECH STANLEY D53/OL/22100/2011 A RESEARCH PROJECT REPORT SUBMITTED TO SCHOOL OF BUSINESS IN PARTIAL FULFILLMENT OF THE REQUIREMENTS FOR THE AWARD OF THE DEGREE OF MASTER OF BUSINESS ADMINISTRATION OF KENYATTA UNIVERSITY November 2013 DECLARATION This is my original work and has not been presented for the award of a degree in any other university or any other award. Signature………………………………………. Date……………………. HILDA CHEPKOECH STANLEY D53/OL/22100/2011 This project report has been submitted for examination with my approval as a university supervisor. Signature………………………………………. Date……………………. J.M. KILIKA, PhD Lecturer Department of Business Administration Kenyatta University Signature………………………………………. Date……………………. S. MUATHE, PhD Chairman Department of Business Administration Kenyatta University ii DEDICATION I dedicate this thesis to my parents who gave me the opportunity of an education and for teaching me that even the largest task can be accomplished if it is done one step at a time. To my siblings, for their love, support and encouragement to complete this task. iii ACKNOWLEDGEMENT I thank God for the wisdom and perseverance that he has bestowed upon me during this research project, and indeed, throughout my life. First and foremost, I would like to express my sincere gratitude to my supervisor Dr. James Kilika for his criticism, insightful comments, guidance, and immense knowledge that greatly helped me in compiling this project, and in making this research possible. My appreciation also goes to my friends for their continual support and encouragement throughout this program. Of course, this project would not have been possible without the participation of the subjects.
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