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Total Quality Management Practices and Performance Of TOTAL QUALITY MANAGEMENT PRACTICES AND PERFORMANCE OF AIRLINES IN KENYA, CASE OF AIR KENYA EXPRESS LIMITED DOROTHY JELIMO KIPRONO D53/OL/CTY/26478/2015 A RESEARCH PROJECT SUBMITTED TO THE SCHOOL OF BUSINESS IN PARTIAL FULFILLMENT OF THE REQUIREMENTS FOR THE AWARD OF MASTERS OF BUSINESS ADMINISTRATION DEGREE (STRATEGIC MANAGEMENT), KENYATTA UNIVERSITY OCTOBER, 2018 DECLARATION I declare that, this project is my own original work and has not been presented for award of any degree in any university. No part of this project should be reproduced without the authority of the author and/or Kenyatta University. Signed……………………………….. Date…………………….. DOROTHY JELIMO KIPRONO D53/OL/CTY/26478/2015 This research project has been submitted for examination with my approval as the supervisor Signed……………………………… Date…………………….. Mrs. Phelgonah A. Genga Department of Business Administration Kenyatta University ii DEDICATION This research project is dedicated to my family and all those who made this research project a success. Thank you for your time and support. iii ACKNOWLEGEMENT I pass my sincere gratitude to my supervisor, Mrs. Phelgonah A. Genga without whom this work would not have been possible. I appreciate her academic guidance and patience towards my academic work throughout the research process. I would also like to thank everyone for their contribution and support throughout this process; they have always been a source of inspiration from whom I get my intelligence. May God bless you all for the commendable work. iv TABLE OF CONTENTS TITLE PAGE .............................................................................. Error! Bookmark not defined. DECLARATION ...................................................................................................................... ii DEDICATION ......................................................................................................................... iii ACKNOWLEGEMENT ......................................................................................................... iv TABLE OF CONTENTS ......................................................................................................... v LIST OF TABLES .................................................................................................................. vii LIST OF FIGURES ............................................................................................................... viii ABBREVIATIONS AND ACRONYMS ................................................................................. ix ABSTRACT ............................................................................................................................. xi CHAPTER ONE ....................................................................................................................... 1 INTRODUCTION .................................................................................................................... 1 1.1 Background of the Study....................................................................................................... 1 1.1.1 Performance....................................................................................................................... 5 1.1.2 Total Quality Management Practices .................................................................................. 7 1.1.3 Air Kenya Express Limited ................................................................................................ 9 1.2 Statement of the Problem ...................................................................................................... 9 1.3 Objectives of the Study ....................................................................................................... 11 1.3.1 General Objective ............................................................................................................ 11 1.3.2 Specific Objectives .......................................................................................................... 11 1.4 Research Questions ............................................................................................................. 12 1.5 Significance of Study .......................................................................................................... 12 1.6 Scope of the Study .............................................................................................................. 13 1.7 Limitation of the Study ....................................................................................................... 13 1.8 Organization of the Study ................................................................................................... 14 CHAPTER TWO .................................................................................................................... 15 LITERATURE REVIEW ...................................................................................................... 15 2.1 Introduction ........................................................................................................................ 15 2.2 Theoretical Review ............................................................................................................. 15 2.2.1 Balanced Score Card Theory ............................................................................................ 15 2.2.2 Quality Improvement Theory ........................................................................................... 18 2.2.3 Contingency Theories ...................................................................................................... 20 2.3 Empirical Review ............................................................................................................... 22 2.3.1 Continuous Improvement and Performance ...................................................................... 22 2.3.2 Customer Focus and Performance .................................................................................... 23 2.3.3 Employee Empowerment and Performance ...................................................................... 24 2.3.4 Top Management Commitment Performance ................................................................... 25 2.4 Summary of Research Gaps ................................................................................................ 27 2.5 Conceptual Framework ....................................................................................................... 29 RESEARCH METHODOLOGY ........................................................................................... 32 3.1 Introduction ........................................................................................................................ 32 3.2 Research Design ................................................................................................................. 32 3.3 Target Population ............................................................................................................... 32 3.4 Sampling Procedure ............................................................................................................ 33 3.5 Data Collection Procedure .................................................................................................. 33 3.6 Validity and Reliability of the study .................................................................................... 34 3.6.1 Validity ............................................................................................................................ 34 3.6.2 Reliability ........................................................................................................................ 34 v 3.7 Data Analysis and Presentation .......................................................................................... 35 3.8 Ethical Considerations ........................................................................................................ 36 3.9 Limitations ......................................................................................................................... 36 CHAPTER FOUR .................................................................................................................. 38 DATA ANALYSIS AND PRESENTATION OF RESULTS ................................................ 38 4.1 Introduction ........................................................................................................................ 38 4.1.1 Response Rate ................................................................................................................. 38 4.2 Demographic Information ................................................................................................... 39 4.2.1 Gender ............................................................................................................................. 39 4.2.2 Department ...................................................................................................................... 40 4.2.3 Length of Service in the Organization .............................................................................. 40 4.2.4 Length of Service in the Industry ..................................................................................... 41 4.2.5 Highest Level of Education .............................................................................................. 42 4.3 Descriptive Statistics........................................................................................................... 43 4.3.1 Continuous Improvement
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