- Kenya Civil Aviation Authority

Transcription

Consumer Satisfaction Survey Report – 2014
KENYA CIVIL AVIATION AUTHORITY
AVIATION CONSUMER SATISFACTION SURVEY REPORT
BY:
UniAfric House, Koinange Street, 2nd Floor, Suite 267
Tel: 020-2211737
P.O.BOX 42468-00100, NAIROBI.
info@OutlookSolutionsLtd.co.ke
PREPARED FOR
KENYA CIVIL AVIATION AUTHORITY
PO Box 30163-00100
Nairobi.
Table of Content
List of Figures ........................................................................................................... vi
List of Tables .......................................................................................................... viii
List of Abbreviations .................................................................................................. xi
Executive summary ................................................................................................. xiii
1.0: INTRODUTION .................................................................................................. 16
1.1 Background of the Study ..................................................................................... 16
1.3 KCAA Profile ....................................................................................................... 16
1.4 Objectives of the Survey...................................................................................... 18
1.5 Methodology and Research Design ........................................................................ 19
1.6 Target Respondent.............................................................................................. 20
1.7 Sampling ........................................................................................................... 20
1.8 Respondents‟ Profile ............................................................................................ 21
1.8.1 Gender of the Respondents ............................................................................ 21
1.8.2 Respondents‟ Work Stations ........................................................................... 21
2.0 DIRECTORATES .................................................................................................. 22
2.1 Corporate Directorate.......................................................................................... 22
2.1.1 Customer Service .......................................................................................... 22
2.1.2 Duration before respondent was served/attended to when visited KCAA ............... 23
2.1.3 Duration before respondents‟ calls were picked up. ........................................... 23
2.1.4
Period respondents‟ have conducted business/had associated with KCAA. ........ 23
2.1.5
Overall satisfaction of respondents‟ in conducting business with KCAA. ............ 24
2.2 Directorate of Safety Security and Regulations (DASSR) .......................................... 24
2.2.1 KCARS ......................................................................................................... 25
2.2.1.1
Adequacy of the KCARS Regulations ...................................................... 26
2.2.1.2 Respondents Overall Satisfaction with Regulatory Services In KCAA ............... 26
2.2.2 Aviation Safety and Security Regulations. ........................................................ 27
2.2.3 Aviation Security Services .............................................................................. 27
2.2.3.1
Consumers level of satisfaction with Aviation Security services ................. 28
2.2.3 Air Worthiness .............................................................................................. 29
2.2.3.1 Consumers overall satisfaction with Airworthiness services in KCAA ............... 30
2.2.4 Flight Operation services ................................................................................ 31
2.2.5 ANS/Aerodromes/Met Regulations (AAMLE) ................................................... 32
2.2.5.1 Respondent‟s satisfaction level with AAMLE ................................................. 33
2.2.6 Air Transport Services ................................................................................... 34
2.2.7 Personnel Licensing ....................................................................................... 36
2.2.7.1
Satisfaction Levels with Personnel Licensing Services .............................. 36
2.2.7.2
Overall satisfaction with Personnel licensing Department in KCAA ............. 37
2.3 Directorate of Air Navigation Services (DANS) ........................................................ 39
2.3.1 Aeronautical Information Services ................................................................... 39
2.3.2 Timeliness of Air Traffic Control Services .......................................................... 40
2.3.3 Safety of Air Traffic Control Services ................................................................ 41
2.3.4 Expeditiousness of Air Traffic Control Services .................................................. 42
2.3.5 Performance of Air Traffic Control services ....................................................... 43
2.3.6 Availability of Communication, Navigation and Surveillance Services ................... 43
2.3.7 Quality of Communication, Navigation and Surveillance Services ......................... 44
Conclusion 46
2.4 Directorate of East African School of Aviation (EASA) .............................................. 47
2.4.1 KCAA Examination......................................................................................... 47
2.4.1.1
Level of Satisfaction with KCAA Examination Elements ............................ 48
2.4.1.2
Respondent‟s awareness of any form of corruption in the KCAA ................ 48
2.4.1.3
Respondent‟s opinion on the level of corruption in the KCAA..................... 49
2.4.1.4
Respondents overall level of satisfaction with KCAA examinations ............. 50
3.0 COMPLAINTS HANDLING ..................................................................................... 51
3.1 INTRODUCTION.................................................................................................. 51
3.2 Percentage of respondents with reasons to complain about services received ............. 51
3.3 Respondents reporting of the complaints ............................................................... 52
3.4 Duration before respondents‟ complaint was handled ........................................... 52
3.5 Respondents‟ satisfaction with the way complaint was handled/ addressed ................ 53
3.6 Place where respondent made complaint for KCAA internal consumers ...................... 53
3.7 Respondents nature of complaints ........................................................................ 54
3.8 Respondents satisfaction with the way complaint was addressed .............................. 55
3.9 Respondent‟s explanation about satisfaction with how the complaint was addressed ... 55
3.10 Respondents awareness of where to take complaints ............................................. 56
3.11 CORRUPTION INDICES ...................................................................................... 57
4.0
Aircraft Maintenance Organizations ................................................................... 57
4.1
Respondents level of satisfaction with AMO certification services ........................... 58
Recommendations ................................................................................................. 59
5.0 Airport and Airline............................................................................................... 60
Satisfaction Level with Airport and Airline Services.................................................. 60
5.1 Satisfaction Indices with the services and facilities at various Airport and Airlines ....... 61
5.2
Satisfaction Indices with Aviation Training Organizations...................................... 62
6.0
BASELINE SURVEY ON ACCESS TO KCAA SERVICES ............................................ 63
6.1 Demographic Information .................................................................................... 63
6.2
Satisfaction Level On Various Aspects Of Access To KCAA Services ........................ 64
6.3 CONCLUSIONS AND RECOMMENDATIONS.............................................................. 65
6.3.1 Conclusion ................................................................................................... 65
6.3.2 Recommendations ......................................................................................... 66
7.0 OVERALL LEVEL OF SATISFACTION ....................................................................... 68
7.1 Satisfaction Indices for the KCAA Directorate‟s Internal and external respondents ...... 68
7.2
Overall Satisfaction Levels of Facilities at ATO institution...................................... 69
7.3 Overall Satisfaction Level with Airport and Airline Services ....................................... 70
7.4 Overall Satisfaction level with AMOs ...................................................................... 71
8.0 TIMELINE COMPARISONS ON THE SATISFACTION LEVELS ....................................... 71
8.1 Satisfaction Indices with the Directorate of Safety and Security Regulations............... 72
8.2 Overall satisfaction Index with the DASSR ............................................................. 76
8.3 Satisfaction Indices with the services and facilities at various Airport and Airlines ....... 77
8.4 The overall satisfaction for the Aviation Industry .................................................... 78
CONCLUSIONS AND RECOMMENDATIONS ................................................................... 78
Conclusion ............................................................................................................ 78
Recommendations ................................................................................................. 79
Appendix II: Verbatim .............................................................................................. 82
Appendix III: External Respondents Tool ..................................................................... 83
(Pilots, Ground Operations & Ground Handlers and AMOs) .......................................... 83
Appendix IV: RESEARCH TOOL FOR INTERNAL RESPONDENTS ..................................... 104
APPENDIX V: AVIATION TRAINING ORGANIZATIONS Research Tool ............................. 109
APPENDIX VI: Airport & Airline Research Tool ............................................................ 114
APPENDIX VII: Access to public services from KCAA ................................................... 118
List of Figures
Figure 1: Gender of respondents ................................................................................ 21
Figure 2: Respondents workstations ........................................................................... 22
Figure 3: Satisfaction while conducting business with KCAA ........................................... 24
Figure 4: Adequacy of KCAA Guidance Materials ........................................................... 25
Figure 5: Adequacy of guidance materials ................................................................... 25
Figure 6: Adequacy of KCars regulations ..................................................................... 26
Figure 7: Satisfaction with KCAA regulations................................................................ 27
Figure 8: Respondents ever sought services of aviation security ..................................... 28
Figure 9: Overall satisfaction with airworthiness services .............................................. 31
Figure 10: Overall satisfaction with AAMLE .................................................................. 34
Figure 11: Respondents‟ seeking information from Air Traffic Division ............................. 35
Figure 12: Overall satisfaction with Air traffic office ...................................................... 35
Figure 13: Ever sought services from personnel licensing .............................................. 36
Figure 14: Overall satisfaction with Personnel licensing ................................................. 38
Figure 15: Respondents ever been examined by KCAA .................................................. 47
Figure 16: Respondents‟ ever experienced corruption cases ........................................... 49
Figure 17:Level of corruption at KCAA......................................................................... 49
Figure 18: Satisfaction with KCAA examinations ........................................................... 50
Figure 19: Where complains were reported.................................................................. 53
Figure 20: Satisfaction with how complains were handled.............................................. 55
Figure 21: Respondents‟ awareness of where to take complaints .................................... 56
Figure 22: Respondent working/learning in a certified AMO ........................................... 58
Figure 23: Age bracket of the respondent .................................................................... 63
Figure 24: Gender of the Respondent ......................................................................... 63
Figure 25: Level of satisfaction with the various aspects of accessing KCAA services ......... 64
Figure 26: Overall satisfaction with ATOs .................................................................... 69
Figure 27: Overall satisfaction with Airline / Airport ...................................................... 70
Figure 28: Overall Satisfaction with AMOs ................................................................... 71
List of Tables
Table 1: Response rate by workstation........................................................................ 21
Table 2: Duration of attendance ................................................................................. 23
Table 3: Duration calls were picked ............................................................................ 23
Table 4: Period of Conducting business ....................................................................... 24
Table 5: Frequency of usage of safety and security regulations ...................................... 27
Table 6: Whether consumers has ever sought services of Aviation security ...................... 28
Table 7: Satisfaction with aviation security services ...................................................... 29
Table 8: Satisfaction with airworthiness services .......................................................... 30
Table 9: Satisfaction with flight operations services ...................................................... 32
Table 10: Respondents ever sought services from AAMLE .............................................. 32
Table 11: Respondents‟ extent of seeking services from AAMLE .................................... 32
Table 12:Respondents satisfaction with AAMLE services ................................................ 33
Table 13: Satisfaction with personnel licensing licensing ............................................... 37
Table 14: Aeronautical Information Services ................................................................ 39
Table 15: Satisfaction with Aeronautical Information services ........................................ 39
Table 16: Satisfaction with Air traffic control services ................................................... 40
Table 17: Satisfaction with Air traffic control services ................................................... 41
Table 18:Expeditiousness of Air traffic control services.................................................. 42
Table 19: Performance of Air traffic control services ..................................................... 43
Table 20: Satisfaction with Communication, Navigation and Surveillance Services ............ 44
Table 21: Satisfaction with communication, navigation services ..................................... 45
Table 22: Satisfaction with KCAA examinations ............................................................ 48
Table 23: KCAA examination elements ........................................................................ 48
Table 24: Percentage of respondents with reasons to complain about services received .... 51
Table 25: Respondents with reason to complain ........................................................... 51
Table 26: Respondents reporting of the complains........................................................ 52
Table 27: Duration before respondents‟ complaint was handled ..................................... 52
Table 28: Duration before complains were handled ....................................................... 52
Table 29: Respondents‟ satisfaction with the way complaint was handled/ addressed ....... 53
Table 30: Satisfaction with how complains were handled ............................................... 53
Table 31: Where respondent made complaint for KCAA internal consumers ..................... 53
Table 32: Respondents level of satisfaction with AMO certification in KCAA ...................... 59
Table 33: Satisfaction with Airport/ Airline services ...................................................... 61
Table 34: Satisfaction with Airport/ Airline services ...................................................... 61
Table 35: Satisfaction with ATO services ..................................................................... 62
Table 36: Satisfaction level on various aspects of accessing KCAA services ...................... 64
Table 37: Satisfaction index for internal/external directorates ........................................ 69
Table 38: Satisfaction Index with Air Traffic Control Services ......................................... 71
Table 39: Satisfaction indices for Aviation Security ....................................................... 72
Table 40: Satisfaction indices for Airworthiness department........................................... 72
Table 41: Satisfaction index with Flight operations ....................................................... 73
Table 42: Satisfaction indices for AAMLE ..................................................................... 73
Table 43: Satisfaction index for Air Transport Services .................................................. 74
Table 44: Satisfaction index for Personnel Licensing ..................................................... 74
Table 45: Satisfaction index for KCAA Examination ....................................................... 75
Table 46: Satisfaction Index for KCAA Examination relevance ........................................ 75
Table 47: Satisfaction Index for the AMO certification ................................................... 75
Table 48: Satisfaction with DASSR ............................................................................. 76
Table 49: Overall Satisfaction Index with KCAA Directorate ........................................... 76
Table 50: Satisfaction Indices with the services and facilities at various Airport and Airlines
.............................................................................................................................. 77
Table 51: Overall satisfaction for the Aviation Industry ................................................. 78
List of Abbreviations
AIC
Aeronautical Information Circulars
AIP
Aeronautical Information Publication
AIS
Aeronautical Information Services
AAMLE
Aerodrome, Meteorology Legislation and Enforcement
AMO
Aircraft Maintenance Organization
ANS
Air Navigation Services
AOC
Air Operators Committee
ATC
Air Traffic Control
ATO
Aviation Training Organization
CNS
Communications, navigation and surveillance
DANS
Directorate of Air Navigation Services
DASSR
Directorate of Air Safety and Security Regulations
DCA
Directorate of Civil Aviation
DME
Distant measuring equipment‟s
FIR
Flight Information Region
HF
High Frequency
IAIP
Integrated Aeronautical Information Package
IATA
International Air Transport Organization
ICAO
International Civil Aviation Organization
ICT
Information and Communication Technology
IDI
In-depth interview
ILS
Instrument Landing System
JKIA
Jomo Kenyatta International Airport
KAA
Kenya Airport Authority
KAAO
Kenya Association of Air Operators
KALPA
Kenya Airline Pilots Association
KATA
Kenya Association of travel Agents
KCAA
Kenya Civil Aviation Authority
KCARs
Kenya Civil Aviation Regulations
NAV Aids
Navigation Aids
NDB
Non Directional Beacon
NEMA
National Environmental Management Authority
PEL
Personnel Licensing
PIB
Pre Flight Information Bulletin
PRM
Persons of reduced mobility
VDF
VHF direction of finding station
VHF
Very High Frequency
VOR
VHF Anti-Directional radio range
SI
Satisfaction Index
Executive summary
The purpose of this survey was to determine the satisfaction levels of the various categories
of consumers of KCAA services with the services. The broad objectives of the survey were:
i)
To determine in particular, the consumers‟ perception and satisfaction levels with the
services offered by the industry regulator and service providers.
ii) To determine how the provision of quality services can be achieved to corporate
customers and the industry in general.
iii) To identify shortcomings in service provision and provide recommendations on
improvement of service delivery by the industry regulator and service providers.
iv) To determine the level of accessibility to quality and efficient services by the KCAA
consumers
The specific objectives were as follows:

To determine the satisfaction with KCAA directorates from internal and external
perspectives.

To establish overall aviation industry consumer satisfaction level

To establish satisfaction levels of various categories of KCAA consumers(airlines &
airports, AMOs and ATOs)

To identify strategies for addressing consumer needs for enhancement of better
services

To identify service delivery constraints/bottleneck and propose recommendations for
improvement

To recommend ways of improving, sustaining and enhancing customer satisfaction.
Owing to the strategic importance of this survey, both qualitative and quantitative research
techniques were used to undertake the study. The extensive face-to-face and detailed
interviews that were applied in collecting data provided statistically reliable data to meet the
research objectives as well as quantify and validate the qualitative findings. Well detailed
questionnaires were developed for different categories of KCAA consumers and administered
using a team of well-trained field researchers. The questionnaires were administered to a
sample of the each of the following categories of the target population:
The KCAA Directorates staff (DANS, DSSR,EASA, DEASA and Corporate Affairs)
Airports and Airline users and staff
Aviation Training Organizations (ATOs)
Aircraft Maintenance Organizations (AMOs)
Ground handlers and operators
Travel Agents and Tour Operators
General public at contact points
Other stakeholders at contact points (suppliers & service providers)
Data was analyzed using qualitative and quantitative techniques. From the findings, the
overall consumer satisfaction level stood at 72.8% which is an improvement from last year‟s
level of 71.9%. Furthermore, results indicated the overall satisfaction level (72.7%) for
various KCAA directorates as follows:
 KCAA Corporate Directorate – 73.1%
 Directorate of Safety Security and Regulations (DASSR) – 75.1%
 Directorate of Air Navigation Services (DANS) – 71.1%
 Directorate of East Africa school of Aviation-71.2%
The overall satisfaction for the AMOs was at (77.4%),ATOs was at (76%), Airport and
airlines was at (69.3%) and the baseline survey for Access to information was at (11.3%).
From a further analysis of the results, an improvement was noted in KCAA‟s directorate i.e.
AMO certification, Air transport services, Flight operations and AAMLE posted good margins.
Most of the AMOs was noted to be efficient in their service delivery by keeping a high
standard workmanship. However, for ATO‟s, there were concerns from students on the
college fees which they felt was still high. Majority of students were suggesting the need for
the institutions to partner with Higher Education Loans Board to ensure students assess loan
facilities from the government to assist in funding their education. On airports and airlines,
particularly JKIA & Wilson, there were complains about power outages and suggestions were
given to install generators as a back-up in the event of blackouts.
Conclusion and recommendation
It is recommended that various measures be taken to improve service delivery by KCAA.
First, KCAA should make the report readily available in time to the public & other
stakeholders and strive to implement the findings. Furthermore, there should be automation
and adoption of ICT to improve service delivery as suggested by majority of the consumers.
Some KCAA services need to be decentralized, for instance, licensing of pilots to avoid
crowding at the headquarters. Airline customers also mentioned that they should be notified
on time about cancellation of flights in advance and delays should be handled properly to
avoid inconveniences. This should be addressed. In addition, there is need for continued
education to the public especially use of staff forums which should be supported by the
management as suggested by consumers.
CONSUMER SATISFACTION SURVEY 2014
1.0: INTRODUTION
1.1 Background of the Study
KCAA is a government agency which is bound by performance contract(s). Consumer
Satisfaction survey is one of the requirement for all government institutions under
performance contracting. The Authority has continuously undertaken majority of Consumer
Satisfaction Baseline Surveys in the past and this year it has embarked on yet another
survey to establish the levels of satisfaction amongst its stakeholders in relation to accessing
services provided by KCAA and the aviation industry in general.
The Consumer Satisfaction survey is aimed at providing the basis for the evidence-based
planning, factual decision making, and policy development for KCAA. It also contributes to
establishing a baseline against which the progress made in the implementation of customer
focused KCAA strategies and policies will be monitored and evaluated.
1.3 KCAA Profile
Kenya Civil Aviation Authority (KCAA) was established on 24th October 2002 by the Civil
Aviation (Amendment) Act, 2002 to take over functions previously handled by the then
Directorate of Civil Aviation (DCA) and the Civil Aviation Board (CAB) in KCAA of Transport.
The Authority‟s head offices are currently situated at KAA Complex, JKIA in Nairobi. The
formation of KCAA reflected the Government‟s policy of shifting the responsibility of funding
aviation activities to the users of aviation services through the application of the “user pays”
system. These developments were in line with International Civil Aviation Organization
(ICAO) requirements that civil aviation activities be de-linked from the mainstream civil
service in order to provide the necessary independence and autonomy for effective delivery
of services.
KCAA Mandate
The Authority was established for the planning, development, management, regulation and
operation of a safe, economical and efficient civil aviation system in Kenya in accordance
with the provisions of the Civil Aviation Act, Cap. 394.
The mandate of the Authority is essentially embedded in its functions/responsibilities, which
can be categorized into the following broad areas:
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•
Licensing of air services and production of accurate, timely, comprehensive and
relevant air transport information for planning and decision-making purposes;
•
Provision of the air navigation services (planning, development and formulation) for
the safe and efficient utilization of the Kenyan airspace and the coordination and
direction of search and rescue services;
•
Establishment and maintenance of a system of aircraft registration and marking as
well as the registration of rights in aircraft;
•
Securing sound development of the civil aviation industry in Kenya and advising the
Government on matters concerning civil aviation;
•
Provision of services and facilities relating to aircraft accident and incident
investigation;
•
Safety and technical regulation of civil aviation including certification of aircraft
operators;
•
enforcement of approved technical standards of aircraft; licensing and monitoring of
aeronautical
personnel
and
approval,
certification
and
licensing
of
aircraft
maintenance organizations and training institutions;
•
Dealing with incidents of unlawful interference with aviation security;
•
Ensuring the integrity of the systems, equipment and facilities of the Authority and
provision of technical services for the design, installation and modification of
electronic, radio and other equipment used in the provision of air navigation services;
•
Issuance and dissemination of publications including notices to airmen, aeronautical
information publications and circulars, notices to licensed aircraft maintenance
engineers and to owners of aircraft and manuals of air traffic control instructions;
•
Establishment, management and operation of training institutions for purposes of the
Authority
KCAA Key Functions
The Authority's broad key functions are:
•
To regulate the aviation industry in Kenya.
•
To provide air navigation services within Kenya's Flight Information region (FIR).
•
Offering training for aviation personnel.
KCAA Objectives are
•
To provide safe and efficient Air navigation services to all aircraft flying within
Kenya's airspace.
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•
To develop and sustain safety oversight capability in accordance with the standards
set by the International Civil Aviation Organization.
•
To work with and advise the Government of Kenya on technical issues affecting the
aviation industry.
•
To implement Government policies on civil aviation.
•
To co-ordinate with and advise stakeholders on general developmental issues
affecting civil aviation.
Securing the sound development of the civil aviation industry in Kenya
•
1.4 Objectives of the Survey
The broad objectives of this year‟s Consumer satisfaction survey are to:
v) Determine the overall satisfaction level of the aviation industry by

Kenya Civil Aviation Authority (KCAA) as the industry regulator through the
Directorate of Aviation Safety and Security Regulations (DASSR) and as the service
provider through the Directorate of Air Navigation Services (DANS) and Directorate of
East African School of Aviation (DEASA)

Kenya Airports Authority (KAA) as the operator of airports and associated facilities.

Domestic, regional and international airlines operators as the major service providers
in direct contact with the flying public.

Aviation training organizations (ATOs) including the East African School of Aviation
(EASA) as the custodians of professional knowledge and ethics required in the
industry.

Aircraft Maintenance Organization (AMOs) responsible for the maintenance and safe
operations of aircraft and allied equipment.

Professional aviation organizations and association such as :
o
Kenya Association of Air Operators (KAAO)
o
Kenya Air Traffic Controllers Association (KATCA)
o
Aeronautical Society of Kenya (ASK)
o
Airports Operators Committees (AOCs)
o
Kenya Airlines Pilots Association (KALPA)
o
Kenya Aeronautical Information Services Officers Association (KAISOA)
o
Kenya Aeronautical Communications Officers Association (KACOA)
o
Kenya Aeronautical Telecommunication Engineers Association
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o
Aero Club of East Africa

Travel Agents

Taxi services at Airports

Kenya Tourism Board (KTB)

Ministry of Transport

ICAO Nairobi Office

Other service providers and relevant consumer organizations
vi) Determine in particular, the consumers‟ perception and satisfaction levels with the
services offered by the industry regulator and service providers.
vii) Determine how the provision of quality services can be achieved to corporate customers
and the industry in general.
viii)
Identify shortcomings in service
provision and provide recommendations
on
improvement of service delivery by the industry regulatory and service providers.
The specific objectives of this assignment include:

Establish overall aviation industry Consumer satisfaction level

Establish Consumer satisfaction levels by categories

Identify factors affecting Consumer satisfaction

To identify strategies for addressing consumer needs for enhancement of better
services

Identify all service delivery constraints/bottleneck and propose recommendations for
improvement

Determine the extent to which these factors affect the Customers‟ satisfaction.

Recommend ways of improving sustaining and enhancing Customer satisfaction.
1.5Methodology and Research Design
Our Approach
Due to the strategic importance of the survey we used both qualitative and quantitative
methodologiesto undertake the study. To enable us cover the objectives comprehensively
we rolled out the survey in two phases as shown below;
MEASURE SERVICE PARAMETERS:-
Phase I: QUALITATIVE research
will be used to
•
•
•
Validate relevance of service parameters
Evaluate current consumer satisfaction
levels
In-depth understanding of the customer
service issues
BUSINESS ASSESSMENT
Phase II: QUANTITATIVE
•
Extent to which KCAA understands
and delivers on customer needs
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Phase I
Was anexploratory research conducted among core target respondents and was used to
evaluate performance attributes. During this phase we addressed the followings aspects of
consumer satisfaction levels; Airport & Airline services, Aviation Training Organization‟s
services, Staff compliance of service standards and Access to KCAA services.
Phase II
Was amore extensive, face-to-face and detailed survey that provided statistical reliable data
to meet the research objectives as well as quantify and validate the qualitative findings. We
developed and administered well detailed questionnairesusing a team of well-trained field
researchers.
1.6 Target Respondent
To get a myriad of responses from a wide audience within the industry, the survey was
undertaken to the following stakeholders;
The KCAA Directorates (DANS, DSSR,DEASA and Corporate Affairs)
Airports and Airline users
Professional Aviation bodies and Associations ( IATA, KTB)
Aviation Training Organizations ( sky link, Ninety nine, captain wendo, Sicham)
Domestic Air Operators( Air Kenya)
Regional & International Air Operators
Aircraft Maintenance Organizations (AMOs)
Ground handlers and operators
Travel Agents and Tour Operators
General public at contact points
Other stakeholders at contact points ( Supplier & Service providers etc)
1.7 Sampling
A sample size of 857 respondents was used for the survey. The sample was selected through
stratified random sampling in the diverse KCAA consumer base. A representative number of
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respondents were picked from the various work stations including JKIA, Wilson, Mombasa,
Malindi, Eldoret and Kisumu airports. The professionals involved in the study include
engineers, pilots, airline staff, KAA staff, KRA staff and KCAA internal employees. Other
respondents involved included aviation students,, passengers, service providers at the
airports (restaurants, Forex bureaus, duty free shops, taxi drivers etc)
1.8 Respondents’ Profile
A total of 857 respondents were interviewed from various intuitions in the aviation industry.
1.8.1 Gender of the Respondents
A distribution of the respondents by gender indicated that 63% were male while females
were 37% as shown in the figure below.
Gender of the Respondents
37%
Male
Female
63%
Figure 1: Gender of respondents
1.8.2 Respondents’ Work Stations
Work Stations
No of respondents
Percentage (%)
JKIA
240
28
Wilson
129
15
Mombasa
171
20
Malindi
103
12
Kisumu
146
17
Eldoret
68
8
Total
857
100
Table 1: Response rate by workstation
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An analysis of the respondents by work stations revealed that the largest number of
respondents was from JKIA (28%). Eldoret had the least number of respondents at (8%).
A full distribution of the respondents by work stations is as shown below.
Distribution by Work Stations
30
28
Percentage (%)
25
20
20
17
15
15
12
10
8
5
0
JKIA
WIL
MBSA
MAL
Work Stations
KIS
ELD
Figure 2: Respondents workstations
2.0 DIRECTORATES
This section contains the findings on directorates‟ performance as perceived by both the
employees and the clients. It represents the departmental satisfaction levels with KCAA both
as a regulator and a service provider. The respondents who were interviewed included:
External respondents (pilots, ground operations & handlers,flight officers, safety and security
officers, air transport officers) and internal respondents.
2.1 Corporate Directorate
2.1.1 Customer Service
Service Provision
In order to assess the manner of service provision, the survey looked at various parameters
such as the frequency to which the respondent seeks various services provided by KCAA.
This section seeks to depictrespondents‟experiences on trying to seek services from KCAA.
Page | 22
2.1.2 Duration before respondent was served/attended to when visited KCAA offices.
Majority of respondents indicated that they have ever visited KCAA offices represented by a
percentage of 87.2% and 13.8% have never visited. The attendance to the visitors was
exemplary as show by the table below; 44.3% being attended to in less than 3 minutes,
37.4% in more than 10 minutes, and 11.0% in more than 15 minutes while 7.3% were
never attended at all.
General External Customers
Less than3 minutes on arrival
44.3
More than 10 minutes of arrival
37.4
More than 15 minutes of arrival
11.0
Never attended at all
7.3
Table 2: Duration of attendance
2.1.3 Duration before respondents’ callswere picked up.
Respondents indicated that they have not called KCAA offices so often with only 46.7%
having called while 53.3% have never called. The table below shows the respondents rate of
attendance when they called KCAA offices; 21.5% of calls were picked up within two rings,
48.8% after more than 3 rings and 18.9% calls were picked but kept on hold for long time
while 10.8% of calls were never picked.
Within two rings
21.5
After more than 3 rings
48.8
Call picked up but kept on hold for long time
18.9
It was never picked up
10.8
Table 3: Duration calls were picked
2.1.4
Period respondents’ have conducted business/had associated with KCAA.
Majority of respondents indicated that they have conducted business with KCAA frequently
with 73.8% being associated and conducting business more often with KCAA while only
26.2% had not. The table below shows respondents‟ duration of association and conducting
business with KCAA; 5.2% in less than 1 year, 25.8% between 2-5 years, 36.3% between
6-10 years and 32.7% more than 10 years.
Page | 23
Less than 1 year
5.2
Between 2-5 years
25.8
Between 6-10 years
36.3
More than 10 years
32.7
Table 4: Period of Conducting business
2.1.5
Overall satisfaction of respondents’ in conducting business with KCAA.
The overall satisfaction level for respondents who conducted business with KCAA was noted
to be at 74%.Majority of the respondents (82.5%) were very satisfied while (67.5%) were
dissatisfied. Some of the reasons given for the high satisfaction level included: efficiency of
KCAA as compared to other Parastatals, business conducted with KCAA has been addressed
appropriately and within shortest time possible and the organization was noted to observe
professionalism in handling clients and have good public relations.
[VALUE]
Overall satisfaction
82.5
Very satisfied
80
Niether satisfied nor dissatisfied
75
Satisfied
67.5
Dissatisfied
65
Very dissatisfied
0
10
20
30
40
50
60
70
80
90
Figure 3: Satisfaction while conducting business with KCAA
2.2 Directorate of Safety Security and Regulations (DASSR)
This section contains the findings on Air safety and security regulations; Aviation Security
services; Airworthiness; Flight operators; ANS/Aerodromes/Met Regulations; Air transport
Page | 24
services; Personnel licensing; Examination by KCAA and Aircraft Maintenance organizations
as perceived by consumers.
2.2.1 KCARS
Taking into account the previous regulations, the current KCARs have moved closer to the
requirements of ICAO even though gradual. KCARs are a carbon copy of the UK regulations
and they are only to satisfy ICAO requirements. With KCARs, consumers noted that there is
transparency and accountability among those making decisions in KCAA hence impacting a
positive change in the aviation industry. Consumers noted that there is still room for
improvement for KCAA in order to establish the application of KCARs within AMOs and air
operators especially in manpower qualification.
Figure 4: Adequacy of KCAA Guidance Materials
70
58.1
60
50
40
30
19.6
10.7
20
9.4
10
2.2
0
Not adequate Less adequate Fairly adequate
Largely
adequate
Most adequate
Figure 5: Adequacy of guidance materials
The respondents commended KCAA on the availability of guidance materials on KCARs.
According to the table above respondent‟s views on availability of guidance materials was
largely adequate with a rate of 58.1%.
Page | 25
2.2.1.1
Adequacy of the KCARS Regulations
A large number of the respondents (over 59%) indicated that KCARs regulations were quite
adequate as presented below.
70
59
60
Percent
50
40
30
17
20
10
18.5
4.5
1
0
most
adequate
largely
adequate
fairly
adequate
less adequate Not adequate
Figure 6: Adequacy of KCars regulations
The respondentsrecommendedthe use and implementation of KCARs through stringent and
regular inspections on organizations, enforcement of strict rules and regulations on licensing
of aircrafts and the provision of guidelines and physical visits in the fields.
2.2.1.2Respondents Overall Satisfaction with Regulatory Services In KCAA
60
54.5
50
Percent
40
30
20
15.5
16.5
10.7
10
2.8
0
Very satisfied
Satisfied
Neither Satisfied nor Dissatisfied
Dissatisfied Very Dissatisfied
Page | 26
Figure 7: Satisfaction with KCAA regulations
The study revealed that most consumers are satisfied with KCARs because it has made
aviation in Kenya safer and secure, though there is need for improvement.
2.2.2Aviation Safety and Security Regulations.
Consumers Frequency of usage of Aviation Safety and Security Regulations
Most frequently used set of regulations is the personnel licensing regulations as indicated by
65% while the least used are Airworthiness regulations with an index of (57.5%)
Frequency of usage of Aviation Safety and Security Regulations
Aviation
security
regulations
Airworthiness
regulations
Flight
operations
regulations
AAMLE
Air
transport
regulations
Personnel
licensing
regulations
Frequ
Less
Moderately
Highly
Very
ent
Frequent
Frequent
Frequent
Frequent
14.4
9.9
16.6
30.8
28.3
19.1
10
18.8
24.6
28
9.9
11.2
23.7
24.6
30.6
10
23.7
16.3
20.7
29.3
13
12.5
19
21.8
33.7
9
12.2
23.6
19.9
35.3
S.I
62.
5
57.
5
62.
5
60
62.
5
65
Table 5: Frequency of usage of safety and security regulations
2.2.3Aviation Security Services
Whether consumers has ever sought services of Aviation security
The study shows that most consumers did not seek services of aviation security (57%) and
only a few did (43%).
Page | 27
Table 6: Whether consumers has ever sought services of Aviation security
Yes
43%
No
57%
Figure 8: Respondents ever sought services of aviation security
2.2.3.1
Consumers level of satisfaction with Aviation Security services
Overall, the consumers‟ level of satisfaction with Aviation Security Services was above
average with a mean of above 3.5, with Consumer's satisfaction with aviation security
regulations having the highest rating of 75% while Consumer's satisfaction with testing of
aviation security program and Consumer's satisfaction with testing of aviation security
program, having the lowest rating of 62.5 respectively.
Consumers level of satisfaction with Aviation Security services
Aviation security
regulations
Very
Slightly
Moderately
Slightly
Very
Dissatisfied
Dissatisfied
Satisfied
Satisfied
Satisfied
4
2.3
25.5
24.1
44.1
5
2.4
28.4
28.4
35.8
S.I
75
Technical
guidance
materials
in
aviation security
Approval
72.5
of
aviation security
3
4.4
26.4
30.6
35.6
programs
Certification
air
72.5
of
cargo
3.1
4
33.1
22.5
37.3
handlers
Certification
72.5
of
2.9
7.1
37
30.4
22.6
65
Page | 28
catering agents
Certification
of
ground handlers
Carrying
out
3.7
2.5
49.1
18.4
26.3
3.8
2.3
38.4
20.1
35.4
65
of
aviation security
audits
70
Testing
of
aviation security
2.2
11.3
45.4
18.2
22.9
program
62.5
Screener
2.6
certification
9.5
42.5
20.4
25
65
Table 7: Satisfaction with aviation security services
2.2.3 Air Worthiness
The survey indicated that only 55% of the consumers sought services of airworthiness
department and 45% do not.
Consumers’ satisfaction with airworthiness services
The study showed that registration of airworthiness inspection (80%), Airworthiness offices
(77.5%) were the most satisfying while time taken for airworthiness certification (65%) was
rated least satisfying.
Consumer’s satisfaction with airworthiness services
Neither
Very
Dissatis
fied
Dissati
sfied
Satisfied
nor
dissatisfie
Satis
fied
Very
Satisfi
S.I
ed
d
Inspection of aircraft maintenance
organization
Certification of aircraft maintenance
organization
Inspection for airworthiness
Issuance
of
certificate
of
airworthiness
Time
taken
for
airworthiness
3.9
4.9
21.3
28.2
41.7
3.4
5.7
30.6
25.9
34.4
3.1
11.6
15.3
27.3
42.7
4.1
3.2
20.2
29.4
43.1
4.2
19.2
18.1
25.3
33.2
75
70
72.5
75
65
Page | 29
certification
Conducting of aircraft maintenance
engineers oral exams
5.6
12.4
26.8
16.7
38.5
6.8
4.9
18.6
18.7
51
67.5
Conducting of aircraft maintenance
engineers
multi-choice
computer
based exams
75
Inspection of aircraft maintenance
5.8
10.2
25.3
19.9
38.8
6.3
9.3
18.7
22.6
43.1
5
5
20
40
30
Registration of aircrafts
4.5
4.5
24.4
20.6
46
75
Airworthiness offices
4
3.9
17.6
30.1
44.4
77.5
4
4
14.1
26.3
51.6
engineers essay(written) exam
Exemption of aircraft parts from
duty
Vetting
of
technical
documents
/manuals
Registration
of
airworthiness
inspection
70
72.5
72.5
80
Table 8: Satisfaction with airworthiness services
2.2.3.1 Consumers overall satisfaction with Airworthiness services in KCAA
The overall satisfaction with Airworthiness service in KCAA was; satisfied at 30.4% and
8.4% were very dissatisfied.
Page | 30
Consumers overall satisfaction with Airworthiness services in KCAA
30.4
Very satisfied
29.1
Satisfied
22.2
9.9
Dissatisfied
8.4
Very dissatisfied
0
5
10
15
20
25
30
35
Figure 9: Overall satisfaction with airworthiness services
2.2.4Flight Operation services
The table shows that consumers were satisfied with Flight operations regulations (82.5), and
were dissatisfied with AOC manuals review and approval (72.5).
Consumer’s satisfaction with Flight Operation services
Neither
Very
Satisfied
Satisfie
nor
d
Satisfied
10
34
40
3.1
16.7
35.2
42.8
3.3
3.8
15.3
23.1
54.5
Technical guidance material
3
5
16
32
44
77.5
Flight operations regulations
2.6
3.2
15.4
20.4
58.4
82.5
Aircraft inspection for AOC
4.5
5
23.1
14.2
56.5
77.5
AOC manuals review and
approval
Air
operators
certification
process
Simulator
inspection
and
approval
Dissatisfie
Dissati
d
sfied
9
7
2.3
Very
S.I
dissatisfied
72.5
77.5
80
Page | 31
inclusion
Aircraft inspection for FOC
3.8
3.2
23.6
30.6
38.7
75
Ramp inspection
3.7
4.4
22.2
25.6
44.4
75
Table 9: Satisfaction with flight operations services
Consumers‟ reasons for dissatisfaction centered on inefficiencies and delays such as delays
of AOC manuals and approvals and poor transmission of feedback which caused further
delay. Training of current staff and employment of more qualified staff was suggested by
most consumers in order to avoid time delays. A better feedback system was likewise
suggested such as online tracking of documents to improve on efficient service delivery
2.2.5ANS/Aerodromes/Met Regulations (AAMLE)
The table below shows that 65.8% of the respondents sought services from Air Navigation
services, Aerodromes and Meteorology Department in KCAA while 34.2% did not.
Whether the respondent has sought services from AAMLE
Frequency
Percent
Yes
39.5
65.8
No
20.5
34.2
Total
60.0
100.0
Table 10: Respondents ever sought services from AAMLE
Respondent’s extent of seeking services from AAMLE
The study found out that Ground operations/aerodromes services (82.5%) was the most
sought
by the respondents, while Air navigation and legislation services(70%) was the
least.
Never
Rarely
Sometimes
Frequently
Always
S.I
Ground
operations/aerodromes
2.1
15
33.2
45.5
82.5
4.3
2.2
14.6
40.5
34.2
75
7.9
3.5
25.1
37.2
30.6
70
services
Meteorology services
Air
navigation
legislation services
and
Table 11: Respondents’ extent of seeking services from AAMLE
Page | 32
2.2.5.1 Respondent’s satisfaction level with AAMLE
In general the respondents were satisfied with services from ANS/Aerodromes/MET
Departments with ANS regulations having the highest at 80% and Aerial mast and
structures inspections with the lowest at 65%
Very
Dissatisfie
Dissati
d
sfied
ANS regulations
0
0
Aerodromes regulation
0
Aerodromes
guidance
materials
ANS inspection
Aerodromes
guidance
materials
Conducting of air traffic
control rating boards
MET inspection
Inspection of international
airports
Inspection
Neither
Satisfied
Very
Satis
Satisfie
fied
d
20.1
43.3
36.6
5
28
37.5
29.5
0
0
34.5
27.6
37.9
0
0
29.4
27.1
43.5
0
0
34.5
27.6
37.9
0
4.1
33.3
19
43.6
0
5
31.8
22.7
40.5
0
0
31.4
31.8
36.8
0
8.7
30.4
17.4
43.5
nor dissatisfied
I
80
72
.5
75
77
.5
75
75
75
77
.5
of
aerodromes/airstrips/helip
ads
75
Issuance of aerodromes
Aerial
S.
mast
structures inspections
and
0
0
40
20
40
3
5.9
47.1
11.8
32.3
75
65
Table 12:Respondents satisfaction with AAMLE services
Respondents overall level of satisfaction with AAMLE
The figure below shows that 36.3% of the respondents were very satisfied with AAMLE at
KCAA while 5.6% were very dissatisfied.
Page | 33
36.3
Very satisfied
28.4
Satisfied
23.3
6.5
Dissatisfied
5.6
Very dissatisfied
0
10
20
30
40
Figure 10: Overall satisfaction with AAMLE
A large number of consumers commended the AAMLE departments for their prompt services,
good coordination as well as helpful staff.
A number of respondents also complained about some aerodromes states being unknown
and poorly maintained.
Various consumers also complained that at times, the MET services are not always available
due to equipment failure and hence are at times substandard.
Consumers also complained they (AAMLE) take long to peruse manuals, do actual inspection
before issuance of certification.
2.2.6 Air Transport Services
The study shows that 55% of the respondents sought services from KCAA Air Transport
Division while the 45% did not.
Respondents seeking services from KCAA Air Transport Division
Page | 34
45% NO
Yes
55%
Figure 11: Respondents’ seeking information from Air Traffic Division
Respondents overall satisfaction with Air Transport office
The table shows that 39.2% of the respondents were very satisfied with services offered by
Air Transport office, while only 5.6% were very dissatisfied.
Respondents overall satisfaction with Air Transport office
39.2
Very satisfied
25.8
Satisfied
15.7
13.7
Dissatisfied
5.6
Very dissatisfied
0
5
10
15
20
25
30
35
40
Figure 12: Overall satisfaction with Air traffic office
Page | 35
2.2.7 Personnel Licensing
Respondents ever sought services from Personnel Licensing
The figure shows that majority of the respondents 87% sought services from personnel
licensing and only 13% did not.
No
13%
Yes
87%
Figure 13: Ever sought services from personnel licensing
2.2.7.1
Satisfaction Levels with Personnel Licensing Services
Overall, the respondents were satisfied with personnel licensing services with Issuance of
pilot licensing (new/renewal) rated above average at (80%); Issuance of ATC license
(new/renewal) at 60% which was least satisfying.
Very
dissatisfied
Issuance
of
Neither
Dissatisfied
satisfied nor
dissatisfied
Very
Satisfied
satisfied
36.7
42.3
pilot
licensing(new/renew
1.2
1.2
18.6
al)
Conversing
S.I
80
with
pilots
Issuance
off-light
dispatcher
licenses
4.4
6.5
18.3
30.7
40.1
2.2
7.3
19.4
29.9
41.2
75
75
Page | 36
(new/renewal)
Issuance
of
flight
instructor
rating
7.4
8.6
22.6
27.1
34.3
(new/renewal)
Registration
67.5
of
aircrafts
Issuance
of
10.3
9.4
25.2
22.7
32.4
9.2
6.5
42.4
17.7
24.2
65
ATC
license
(new/renewal)
60
Issuance of letters of
exemption
to
immigration
8.6
5.8
33.6
26.9
25.1
department
62.5
Letters of Approval
as KCAA designated
6.7
9.2
20.4
28.6
35.1
examiner
70
Table 13: Satisfaction with personnel licensing licensing
2.2.7.2
Overall satisfaction with Personnel licensing Department in KCAA
Overall 34.7%of the respondents were very satisfied, 22.5% were satisfied, while 8.5%
were very dissatisfied with personnel licensing department in KCAA.
Page | 37
34.7
Very satisfied
22.5
Satisfied
19.4
14.9
Dissatisfied
8.5
Very dissatisfied
0
5
10
15
20
25
30
35
Figure 14: Overall satisfaction with Personnel licensing
Conclusion
Numerous consumers applauded the licensing department for their timely services and
knowledgeable examination, grading without favors and minimal delays in collection of
licenses.
A number of consumers although complained of the conversion of foreign instructors use to
still being a problem and that their conditions for attachments are too restrictive. These
consumers suggested that computerization of some services be adopted to enhance
efficiency.
Revision of the working hours to past 3.30 pm was strongly suggested by many consumers
so as to allow the licensing office more time to serve people. Likewise was automation of
record systems and modernization of registration and payment of licenses should be done in
order to expedite their processes.
Numerous consumers complained that the conversion test is too difficult and 70% not
applicable to East African School of Aviation especially not for operators who fly small
aircrafts. They suggested inclusion of AMEL and improving on the time for formal renewal.
Consumers also proposed for a forum to sensitize all stakeholders on law and their officers
and decentralization of their services.
Page | 38
2.3Directorate of Air Navigation Services (DANS)
This section indicates the satisfaction level of consumer‟s aeronautical information services,
air Traffic control services, communication, navigation and surveillance services as provided
by KCAA.
2.3.1Aeronautical Information Services
The findings show that the consumers were most satisfied with issuance and promulgation of
NOTAM at 75%, and were least satisfied with sale of integrated information package and
map charts at 60%.
S.I
satisfied
Very
satisfied
ed
dissatisfi
nor
satisfied
Neither
ed
dissatisfi
ed
Services
dissatisfi
Very
Table 14: Aeronautical Information Services
Filing of flight plan with
KCAA
5.5
4.8
13.2
44.6
31.9
72.5
2.3
6.9
12.3
44.9
33.6
75
information bulletin
2.8
3.9
22.8
40.7
29.8
72.5
Verbal briefing
12.3
7
27.3
28.3
25.1
62.5
3.6
2.4
24.1
45.8
24.1
70
map charts
11.6
14.3
20.4
33.4
20.3
60
AIP amendment service
5.2
8.1
23.4
38.9
24.4
67.5
Issuance
and
promulgation of NOTAM
Providing
pre-flight
Dissemination
Aeronautical
of
Information
data
Sale
of
integrated
information package and
Table 15: Satisfaction with Aeronautical Information services
Page | 39
2.3.2Timeliness of Air Traffic Control Services
The consumers were satisfied with issuance of ATC clearance and Provision of navigation
services with both at 62.5% and were dissatisfied with Search and rescue coordination at
47.5%
Neither
Very
Services
satisfied
nor
Very
dissatisfied
dissatisfied
dissatisfied
satisfied
satisfied
S.I
17.2
8.3
23.9
25.6
25.1
57.5
12.3
10.3
25.3
32.3
19.8
60
7.9
15.1
26.8
21.9
28.3
62.5
17.3
15.6
20.8
29.3
17
52.5
12.7
11.1
23.8
27
25.4
60
16.7
22.2
25.9
20.4
14.8
47.5
22.4
28.7
19.8
21.3
7.8
40
12.1
13.8
15.5
27.6
31
62.5
15.8
20.5
14.6
14.3
34.8
57.5
8.3
18.6
30.6
18.4
24.1
57.5
Issuance of startup clearance
Issuance
of
taxing clearance
Issuance of ATC
clearance
Providing
weather
information
Providing alerting
services
Search
and
rescue
coordination
ATC
accident
investigation
Provision
of
navigation
services
Provision of flight
information
services
Registration
of
international
beacon
Table 16: Satisfaction with Air traffic control services
Page | 40
2.3.3 Safety of Air Traffic Control Services
The study reported that the consumers were satisfied with the issuance of ATC clearance at
75%. Search and rescue coordination was the least satisfying at 57.5%
Neither
Very
Services
satisfied nor
Very
dissatisfied
Dissatisfied
dissatisfied
Satisfied
Satisfied
S.I
10.8
5
15.5
40.4
28.3
67.5
7.1
3.5
17.8
39.2
32.4
72.5
6.3
3.3
15.2
39.5
35.8
75
3.3
14.8
15.4
28.7
37.8
70
6.1
12.2
18.4
28.6
34.7
67.5
8.8
12.5
33.3
27.1
18.4
57.5
6.4
12.8
20.4
42.2
18.2
62.5
2
16.3
9.4
37.2
35.1
72.5
6.4
5.8
20.1
29.4
38.3
72.5
6.6
9.3
19.2
39.1
25.8
67.5
Issuance
of
taxing clearance
Issuance of ATC
clearance
Providing
weather
information
Providing alerting
services
Search
and
rescue
coordination
ATC
accident
investigation
Provision
of
navigation
services
Provision of flight
information
services
Registration
of
international
beacon
Table 17: Satisfaction with Air traffic control services
Page | 41
2.3.4 Expeditiousness of Air Traffic Control Services
The consumers were most satisfied with the provision of weather information and Provision
of flight information servicesboth at 72.5% respectively, whereas search and rescue
coordination was the least satisfying at 62.5%.
Neither
Very
satisfied
nor
Very
dissatisfied
Dissatisfied
dissatisfied
Satisfied
Satisfied
S.I
5.1
4.2
34.5
30.4
25.8
67.5
5.3
10.2
26.4
30
28.1
67.5
6.1
6.6
22.1
33.9
31.4
70
3.3
5.1
22.9
33
35.7
72.5
5.1
5.6
28.1
35.1
26.1
67.5
4.3
14.2
26.5
33.3
21.7
62.5
5.6
7.7
33
33.3
20.4
65
3.9
10.1
23.3
30.6
32.1
70
2.1
8.9
22.1
31.8
35.1
72.5
3.7
19.7
16.4
37.8
22.5
65
Issuance
of
taxing clearance
Issuance of ATC
clearance
Providing
weather
information
Providing alerting
services
Search
and
rescue
coordination
ATC
accident
investigation
Provision
of
navigation
services
Provision of flight
information
services
Registration
of
international
beacon
Table 18:Expeditiousness of Air traffic control services
Page | 42
2.3.5 Performance of Air Traffic Control services
Consumers were more satisfied with Phraseology at 77.5% and dissatisfied with Fluency at
70%
Neither
Very
satisfied
nor
Very
dissatisfied
dissatisfied
dissatisfied
Satisfied
dissatisfied
S.I
Phraseology
1.1
2.1
13.2
55.5
28.1
77.5
Pronunciation
1.9
1.6
19.5
48.2
28.8
75
Fluency
2.3
6.6
22.4
40.2
25.2
70
Clarity
1.2
4.8
22.5
44.2
27.3
72.5
Table 19: Performance of Air traffic control services
2.3.6 Availability of Communication, Navigation and Surveillance Services
According to the table, the consumers were satisfied with AFTN communication services and
VHFs tower frequency audio communication services (72.5%) and were dissatisfied with
ADF/VDF navigation aids services (57.5%)
Neither
satisfied
Very
nor
Very
dissatisfied
Dissatisfied
dissatisfied
satisfied
satisfied
S.I
5.5
3.2
22.4
38.4
30.5
72.5
4.1
13.5
20.3
41.2
20.9
65
3.3
6.5
27.2
35.2
27.8
70
5
8.8
17.1
35.2
33.9
70
6.6
4.3
16.2
37.1
35.8
72.5
AFTN communication
services
High Frequency (HF)
audio communication
services
VHFs area frequency
audio communication
services
VHFs
approach
frequency
audio
communication
services
VHFs
frequency
tower
audio
Page | 43
communication
services
VOR navigation aids
services
6.5
14.7
22.4
36.2
20.2
62.5
7.7
6.1
28.1
35.9
22.3
65
6.6
8.4
21.3
38.6
25.1
67.5
10.3
14.4
25
35.2
15.1
57.5
7.1
15.6
27
28.1
22.2
60
7.7
10.8
18.5
33.8
29.2
67.5
ILS navigation aids
services
DME navigation aids
services
ADF/VDF
navigation
aids services
NDB navigation aids
services
RADAR
services
surveillance
Table 20: Satisfaction with Communication, Navigation and Surveillance Services
2.3.7 Quality of Communication, Navigation and Surveillance Services
VHFs tower frequency audio communication services and RADAR surveillance services at
(70%) vehemently was the most satisfying according to the study and, High Frequency (HF)
audio communication services wasleast satisfying at (57.5%).
Page | 44
Consumers’ extent of satisfaction with quality of communication, navigation and
surveillance services
Neither
satisfied
Very
nor
Very
dissatisfied
dissatisfied
dissatisfied
satisfied
satisfied
S.I
5
15.8
29.8
26.3
21.1
60
6.3
15.4
28.8
34.6
13.5
57.5
2.1
18.8
26.6
31.3
20.3
62.5
2.2
14.8
19.7
32.8
29.5
67.5
2.6
10.9
23.4
31.3
31.3
70
1.9
22.1
17.6
38.4
20
62.5
4.9
16.9
25.9
34.5
17.8
60
9.2
14
18.5
38.1
20.2
62.5
8.1
14.6
22.3
40
15.2
60
5.5
18.2
25.3
28.2
22.8
60
6.5
5.5
20.9
31.9
35.2
70
AFTN communication
services
High Frequency (HF)
audio communication
services
VHFs area frequency
audio communication
services
VHFs
approach
frequency
audio
communication
services
VHFs
tower
frequency
audio
communication
services
VOR navigation aids
services
ILS navigation aids
services
DME navigation aids
services
ADF/VDF
navigation
aids services
NDB navigation aids
services
RADAR
services
surveillance
Table 21: Satisfaction with communication, navigation services
Page | 45
The study showed that 59.3% of the consumers experienced less frequent harmful
frequency interface with communication particularly the VHFs. Overall the consumers
opinion on KCAA providing reliable Air Navigation Services was positive (71.1%).Consumers
of KCAA services commended the good availability of voice communication (ATC) as well as
generally reliable NAVIADs and the quality of air trafficand navigation services that they
offered most of the time. The consumers recommended constant upgrading of equipment,
maps and issuing NOTAMS
Conclusion
The continuous interference was loss of frequency faulted as well as the poor radio from line
south east of Kenya Airspace and also oceanic route. Some consumers complained that
sometimes there is no clarity in communication and communication skills of staff should be
upgraded, the area frequencies 118.5 for VFR flight are rarely available on call
To curb the challenges faced by DANS, a large number of consumers recommended that
adequate spares should be kept and obsolete equipment replaced with modern equipment
and adoption of less expensive but efficient systems with staff participation is vital in order
to improve the serviceability of the facilities and services offered. Also, adequate and
competent human resources and stand-by equipment are to be provided.
Several consumers suggested to the management and administration that they should be
more reliable, computerizes their services and continuous training/retraining of their staff.On
the part of Communications and audio frequencies, consumers suggested that calls should
not go unanswered even when the persons supposed to answer are busy, by this way the
pilots know they have been heard. Also, they complained that the Nairobi control frequency
not reliable when far from Nairobi and the area frequency 118.5 should equally be manned
all the time and range increased or reduced whichever is right. For this, they suggested that
every system should have a reliable back up to avoid disruption of services.
Several consumers also suggested that it is good if they can visit other international
authorities offering the same services so as to improve in areas they are lagging so that
they can benchmark themselves with international industry standards. They also suggested
for upgrading and constant maintenance of the NAVAIDS to reduce on the NAVAIDs being
unserviceable, update VFR M-5 maps besides that they should computerize the system for
easier access. More radar and radio to ensure full coverage of Kenya Airspace at all times
was suggested as well.
Page | 46
2.4 Directorate of East African School of Aviation (EASA)
2.4.1 KCAA Examination
The study shows that the 79% of the respondents were examined by KCAA and only 21%
were not.
Respondents ever examined by KCAA
No
21%
Yes
79%
Figure 15: Respondents ever been examined by KCAA
Satisfaction level with KCAA examination
The table shows that Private pilot license (PPL) examinations (82.5%); Commercial pilot
license (CPL) examinations (80%) had relatively high means respectively, while Flight
dispatch examinations (80%) had the lowest rating.
Neither
Very
dissatisfie
Dissatisfied
d
Private
pilot
license
(PPL) examinations
Commercial pilot license
(CPL) examinations
Airline
transport
Very
satisfied
nor
Satisfied
dissatisfied
satisfie
d
3.1
2.3
6.6
38.3
49.7
4.8
2.9
11.9
29.1
51.3
12.5
4.3
17.8
30.1
35.3
examination
type
82.5
80
pilot
license(ATPL)
Technical
S.I
67.5
rating
(TTR) examinations
10.5
2.6
19.2
27.4
40.3
70
Page | 47
Flight
dispatch
examinations
7.4
11.5
33.1
18.1
29.9
62.5
Table 22: Satisfaction with KCAA examinations
2.4.1.1
Level of Satisfaction with KCAA Examination Elements
Overall the study showed that respondent‟s level of satisfaction with KCAA examination
elements was above average, with Integrity of the computerized examination system and
Timings of the examinations having the highest mean of (77.5%) and (72.5%) respectively
while Relevance of questions asked and frequency of the examinations had the lowest rating
of (60%).
Neither
Very
dissatisfied
Dissatisfied
satisfied
nor
Satisfied
Very
satisfied
S.I
dissatisfied
Relevance
of
questions asked
Integrity
of
12.7
9.1
26.3
28.3
23.6
60
2.5
3.5
16.9
31.2
45.9
77.5
14.9
9.9
20.4
25.2
29.6
60
2.6
7.8
25.1
24.7
39.8
72.5
the
computerized
examination system
Frequency
of
the
examinations
Timings
of
the
examinations
Table 23: KCAA examination elements
2.4.1.2
Respondent’s awareness of any form of corruption in the KCAA
examination system
The study showed that a large number of the respondents (88%) were not aware of any
form of corruption in the KCAA examination system and only 12% were aware.
Page | 48
Yes
12%
No
88%
Figure 16: Respondents’ ever experienced corruption cases
2.4.1.3
Respondent’s
opinion
on
the
level
of
corruption
in
the
KCAA
examination system
The table shows that 36.8% of the respondents had a low opinion on the level of corruption
in the KCAA examination system, while 4.1% had a very high level.
40
36.8
31.2
35
30
25
18.6
20
15
9.3
10
5
4.1
0
Very high
level
High level
Moderate
level
Low level
Very low level
Figure 17:Level of corruption at KCAA
Page | 49
2.4.1.4
Respondents overall level of satisfaction with KCAA examinations
The figure below shows that 34.7% of the respondents were satisfied with KCAA
examinations, while 8.5% were very dissatisfied.
40
34.7
35
30
25
22.5
19.4
20
14.9
15
8.5
10
5
0
Very dissatisfied
Dissatisfied
Neither satisfied
nor dissatisfied
Satisfied
Very satisfied
Figure 18: Satisfaction with KCAA examinations
Conclusion
Numerous consumers applauded the KCAA examinations for their relevance to the training.
A significant number complained about the vagueness of the syllabus and that TTR/ATPL
exams are highly non relevant to 90% of aviators. These consumers also complained of the
fact that timing and scheduling of the examinations neither frequent nor flexible: and that
they are never told where they went wrong in case of failure. Further the students are
required to register for eight papers and only required to pass four which is uneconomical.
Consumers also complained that KCAA have not developed standardized examination
systems for AIS/ATC/COM/ENG and general administration.
Numerous consumers strongly suggested that KCAA should have a syllabus and curriculum
to set exams and also provide study materials from approved authors from which their
books can be used for self-examination. They also suggested standardization of oral exams
and both internal and external examiners to be employed and that exam setting should
Page | 50
involve current operators/trainers in specific areas; examination Centre‟s should be
increased to ease traffic.
3.0 COMPLAINTS HANDLING
3.1 INTRODUCTION
This survey section is aimed at looking into how complains if any, are handled once they are
reported to the relevant authorities. The measure used was on if the consumers had
encountered any form of complains, when they encountered it, where encountered and
where reported and if they were satisfied with how the complaint was handled. All the
consumers had varied reasons to raise alarm while others were quite comfortable with the
services they received. The response of consumers with affiliation to KCAA was then
compiled to give this section‟s report pointing out areas that need to be improved as this
was the main aim of conducting the survey.
3.2 Percentage of respondents with reasons to complain about services received
Where services are rendered to various consumers, inconsistencies are inevitable since
different consumers have different expectations, though where the level of complain is high
there is need to resolve to get as close as possible to the consumers‟ expectations.
Most internal consumers (53.6%) and (57.9%) ATO have had a reason to complain about
services offered at KCAA. The survey also indicates that a large majority of Airline/Airport
(61.1%), external respondents (61.2%) and (46.4%) of the internal consumers had no
reason to complain about.
Table 24: Percentage of respondents with reasons to complain about services
received
Yes
No
External respondents
38.8
61.2
Internal Consumers
53.6
46.4
Airport and Airline
38.9
61.1
ATO
57.9
42.1
Table 25: Respondents with reason to complain
Page | 51
3.3 Respondents reporting of the complaints
Most of the internal respondents reported complaints, while the external respondents and
the other stakeholders did not report to the relevant authorities.
Even though there were numerous reasons for complain, it was only that external (36.8%)
and Internal (74.7%) who reported while none of the other stakeholders reported their
complaints.
Yes
No
External
35.4
64.6
Airport &Airlines
54.2
45.8
Internal
67.3
32.7
ATO
55.8
44.2
Table 26: Respondents reporting of the complains
3.4 Duration before respondents’ complaint was handled
The survey also indicates that most of the external consumers 7.4%, who logged their
complaints, were never addressed. For the Internal consumer 45% of those who reported
had their complaints addressed within hours. It was also revealed that (31.3%), (16%) and
(7.4%) of airport/airline, ATO and external consumer‟s complaints were never addressed
respectively. Lastly all the other stakeholders who complained had all their complaints
addressed in one week time.
Table 27:Duration before respondents’ complaint was handled
Airport
External
Internal
&Airline
ATO
Within Hours
14.5
45
15.9
47.3
Within The Same Day
12.8
14.4
26.6
15.9
In One Week Time
6.2
16.9
8.5
_
In Two Weeks‟ Time
56
17.6
1.2
4.9
In One Month
3.1
5.6
16.5
15.7
It Was Never Addressed
7.4
0.5
31.3
16
Table 28: Duration before complains were handled
Page | 52
3.5 Respondents’ satisfaction with the way complaint was handled/ addressed
In the survey for all the complaints that were reported 18.4%, 25%and 34.9% and 50.9%
for external, internal, airline/airport and ATO were satisfied with how their grievances were
handled. Meanwhile 81.6%, 74.4%, 65.1% and 49.1% for external, Internal and
airport/airline consumers and ATO were not comfortable with the way their issues were
handled.
Table
29:Respondents’
satisfaction
with
the
way
complaint
was
handled/
addressed
Yes
No
External
18.4
81.6
Internal
25.6
74.4
Airport & Airlines
34.9
65.1
ATO
50.9
49.1
Table 30: Satisfaction with how complains were handled
3.6 Place where respondent made complaint for KCAA internal consumers
The department which received the highest complaints was Human Resources (73.8%) while
engineering received the least (10.7%) while finance received (15.5%) of the complaints.
Table 31:Where respondent made complaint for KCAA internal consumers
Human
Resources, 7
3.8
Finance, 15.
5
Engineering,
10.7
Figure 19: Where complains were reported
Page | 53
Numerous consumers took their complaints to the various customer service and help desks
located within various airports and airline offices. A number of consumers reported their
complaints online (to the respective airline offices) and some reported to the respective
offices. The consumers addressed their issues to the concerned officers while some dropped
their suggestions in the suggestion boxes.
3.7 Respondents nature of complaints
Consumers complained about the bad state of airports facilities and infrastructure such as:
airport ramps, washrooms, parking bays for motor vehicles and visiting aircrafts, roads
within some airports. Numerous consumers complained about the frequent power black outs
experienced at airports across the country. Also notable was some worn out and old facilities
such as conveyor belts that limit service delivery.
The duration of time taken to be processed (and to get passes) was complained of by
numerous consumers. A number of security officials lacking courtesy (even to airport staff)
and having no customer service at all were notable as some of the complaints rose relating
to airport security: and also the slow response to a security related problem.
Many of the complaints raised concerning flight operations comprised delay in luggage
dispatch, delays in getting the baggage after arrival, lost luggage and cancellation and delay
of flights. Some consumers also complained of the lengthy procedures before booking local
flights
On provision of internet services in offices within airports, several consumers complained
about the absence of quality internet.
There were several complaints of corruption especially from the police asking for bribes.
Various consumers of airport services lamented on the sale of items from the duty free
shops only to passengers. They also complained of harassment by security and some KAA
staff being rude to other staff. There were also cases of small companies denied some rights
while big ones are given
Poor and inefficient services were also complained of by numerous consumers such as in
immigration departments and KAA office responsible for giving access to aprons.
The
nature
of
complaints
addressed
concerning AMOs
mainly
encompassed
poor
communication, efficiencies related to delays in repairs, maintenance and payment of bills,
quality management.
Page | 54
3.8 Respondents satisfaction with the way complaint was addressed
The survey indicates that a majority of the respondents (66 %) were not satisfied with the
way their complaints were addressed. Even though there were some of the consumers who
were satisfied (34%), the aviation industry service providers needs to pull up their socks to
be able to serve customers as per their expectations to avoid any complains.
Respondents’ satisfaction with the way complaint was addressed
yes
34%
No
66%
Figure 20: Satisfaction with how complains were handled
34% of the respondents were satisfied with how the complain were handled with 66% were
not.
3.9 Respondent’s explanation about satisfaction with how the complaint was
addressed
The customer service desk was applauded by some consumers as they handled issues
immediately and regarded the customers‟ issues as important.
Numerous consumers complained about the delay in addressing issues as the issues raised
were not addressed immediately or at the appropriate time. They explained that after raising
the issue with the authority concerned, sometimes it takes too long in responding and thus
inconveniencing other airport users
Page | 55
Efficiency of complaint address system was faulted as one of the reasons for dissatisfaction
with how their complaints were addressed since some trends keeps recurring every now and
then and some complaints on service delivery and airport facility failures are not easily
solved and some promises that are made never materialize.
Harassment and discrimination were also notable as observed by several consumers such as
companies at JKIA called Euro craft and Trade winds they handle their staff as if they are not
human beings, „they handle them like animal‟
Some consumers were well satisfied with the alarm system and G4S security that man the
access points.
Consumers also complained of the inadequate parking spaces within airports
3.10 Respondents awareness of where to take complaints
The survey reported that (44%) of the consumers are not aware of where to take their
complaints while (56%) of them are aware of where to take their complaints. This is an
average indication though more awareness should be done to ensure that are the complaints
encountered are channeled to the right person.
No
44%
Yes
56%
Figure 21:Respondents’ awareness of where to take complaints
Consumers mainly reported their complaints to the management (quality managers) and
accounts office (persons responsible for payments). The report shows that a good number of
Page | 56
the complaints was never channeled to right persons since they are not enlightened on
where to report to.
3.11 CORRUPTION INDICES
2014 Index
Internal
25.9
External
17.7
EASA
0
Overall KCAA Consumers
0
ATO
43
Airport/Airlines
32.4
AMO
0
The survey indicates that there is very high prevalence‟s of corruption incidences at the
ATOs as a large number of respondents (43%) reported to have encountered corruption
incidences there. The respondents complained about Lecturers in engineering are sacked
anyhow as sacrificial lambs to cover up for management mistakes, more so there is rampant
failure of the management to pay the student counsel leaders their allowances as required
per the constitution. On this account ATO needs to pull up it socks to curb the mentioned
areas of corruptions and any other that may have not been captured for efficiency in its
service delivery.
It has been revealed in the survey that external KCAA consumers showed that there is less
incidences of corruption (17.7%). Even though most of the respondent indicated that they
have never experienced any form of curruption, few of them pointed out that there are small
cases of corruption at airworthness department.
In other service providers such airlines/airport (25.9%) we had moderate indicators for the
presence of
corruption cases. The management is encourage to improve on their best
practices and also work on areas pointed out as corruption prone. The airport service
providers are encouraged to continue with their honesty and transparency.
4.0
Aircraft Maintenance Organizations
Respondent working/learning in a certified AMO
The study shows that majority of the respondents 77% are not working/learning in a
certified AMO and only 23% are.
Page | 57
Yes
23%
No
77%
Figure 22: Respondent working/learning in a certified AMO
4.1
Respondents level of satisfaction with AMO certification services
The study revealed that AMO certification regulations (80%) and Approval of AMOs had the
highest ranking while Approval of AMO facilities (80.4%) had the highest rating while the
least satisfying category was at (72.2%) for inspection of AMO facilities.
Very
dissatisfied
AMO certification
regulations
Inspection
of
AMOs
Approval of AMOs
Inspection
of
AMO facilities
Approval of AMO
facilities
Surveillance
AMOs
Overall
of
Neither
Dissatisfied
satisfied
nor
Satisfied
dissatisfied
Very
satisfied
1.3
2.6
15.1
36.8
44.2
7.2
6.3
15.6
35.2
35.7
3.4
4.4
12.3
30.7
49.2
9.9
18.8
15.4
15.7
40.2
15.1
17.4
24.3
10.3
32.9
7.2
8.2
10.3
29.6
44.7
S.I
80
72.5
80.4
72.2
75.1
78.8
76.8
Page | 58
satisfaction
Table 32: Respondents level of satisfaction with AMO certification in KCAA
Recommendations
KCAA human resources department should adequately staff their workforce with qualified
personnel and especially employ more airworthiness inspectors. Consumers likewise
suggested necessary additional training, refresher courses and more motivation for their
staff. Similarly, consumers suggested provision of education to the public especially use of
staff forums which should be supported by the management. This will create more
awareness to the public of KCAA programs and enhance ease of access of KCAA services to
the public which is wanting as it posted a mere 11.3% accessibility rate.
Automation and adoption of ICT to improve service delivery was also suggested by a
majority of consumers. This included up to date navigation, communication and surveillance
equipment.
It was also suggested by consumers that both regulatory and shareholders should have
meetings quarterly to do an evaluation: communication between operators should be
improved. KCAA should sit down with aviation stakeholders and move the flying training
area around Wilson Airport to avoid conflict of traffic.
Decentralization of some KCAA services such as licensing of pilots was also advocated for to
avoid crowding at the headquarters and that KCAA should outsource some services where
they do not have adequately trained staff to improve on service delivery.
Consumers in the aviation industry called for equal treatment from KCAA without
considerations of who is giving much income to KCAA. They also proposed frequent audits
and continuous monitoring to maintain and improve the standards of aviation stakeholders
in the country.
Page | 59
5.0 Airport and Airline
Satisfaction Level with Airport and Airline Services
A vast majority of consumers expressed high satisfaction levels with Courtesy and
helpfulness of check in staff and Flight boarding efficiency (77.5%). However, the least
satisfying service to the consumers was handling delays/ cancellation at (60%).
Furthermore numerous consumers were satisfied to a great extent with the following airline
services: Courtesy and helpfulness of airport security staff (72.5%) and Cleanliness and
presentation of waiting areas at (72.5%). The least performing services were waiting time
check in a queue and availability of complain address system with a rating of (62.5%).
Airlines & Airport
Very
dissat
isfied
Waiting time check in a queue
dissat
isfied
Neither
satisfied nor
dissatisfied
Satis
Very
fied
satisfied
S.I
20.2
7.8
9.9
27.6
34.5
62.5
6.6
3.4
12.1
31.5
46.4
77.5
4.6
7.9
19.5
29.6
38.4
72.5
Visa/ passport inspection
9.4
8.6
16.7
29.5
35.8
67.5
Flight boarding efficiency
2.7
9.5
13.4
28.6
45.8
77.5
5.4
14.2
15.5
26.3
38.6
70
Arrival assistance
9.8
10.4
18.5
26.7
34.6
67.5
Efficient check in staff
2.5
8.9
11.9
29.6
47.1
77.5
Handling delays/ cancellation
16.6
13.2
10.7
29.3
30.2
60
15.4
9.4
14.5
24.8
35.9
65
16.6
8
12.8
25.7
36.9
65
8.3
9.2
17.9
28.5
36.1
67.5
4.4
7.5
20.1
28.4
39.6
72.5
7.7
10.6
19.3
27.9
34.5
67.5
Courtesy and helpfulness of check
in staff
Courtesy
and
helpfulness
of
airport security staff
Efficiency
of
security
and
screening
Availability & comfort of Lounge
facilities in waiting areas
Availability of seats in waiting
area
Standard of meals at restaurant &
eateries
Cleanliness and presentation of
waiting areas
Friendliness
of
service
(airport
Page | 60
staff)
Signage at the airport
Availability of complain address
system
3.6
4.9
19.3
30.7
41.5
75
19.4
9.6
10.3
25.6
35.1
62.5
Table 33: Satisfaction with Airport/ Airline services
5.1 Satisfaction Indices with the services and facilities at various Airport and Airlines
The satisfaction levels were rated as per service provision and condition of facilities at both
the Airports as well as Airlines.
The satisfaction index for the Airline and Airport services was 69.3%, a notable improvement
2.8%. This can be attributed to improvement in courtesy and helpfulness of airport security
staff, efficient check in staff and signage at the airport.
Satisfaction index for Airlines& Airports
Satisfaction index
Year
Year
Year
2012
2013
2014
a)
58.5
46.1
62.9
b)
Courtesy and helpfulness of check in staff
63.4
69.7
72.3
c)
Courtesy and helpfulness of airport security staff
62.9
-
76.8
d)
61.1
68
69.5
e)
61.4
69.8
76.1
f)
Efficiency of security and screening
61.8
-
74.6
g)
Arrival assistance
55.6
68.2
69.9
h)
63.6
70.3
76.8
i)
42.9
53
56.2
j) Availability & comfort of Lounge facilities in waiting areas
51.9
61.7
64.1
k)
52.7
60.9
64.3
59.4
61.5
68.4
m) Cleanliness and presentation of waiting areas
41.5
69.8
72.5
n)
Friendliness of service (airport staff)
43
64.4
68.5
o)
-
-
75.4
p)
Availability of complain address system
64.3
50.7
60.9
59
66.5
69.3
l)
Availability of seats in waiting area
Standard of meals at restaurant & eateries
Overall index
Table 34: Satisfaction with Airport/ Airline services
Page | 61
5.2
Satisfaction Indices with Aviation Training Organizations
ATO was highly rated as it has a satisfaction index of 76.0%. It was the best performing
sector in the aviation industry.
Service/facilities
Satisfaction index
Quality and relevance of courses
83.9
Extracurricular activities
67.9
Presentation of certificates
68.5
Training simulators, equipment and materials
75.1
Qualified instructors
79.2
Classrooms and Conferencing facilities
78.3
Catering services
76.4
Conducive environment for learning
88.6
Students welfare
79.4
Library services
76.7
Facilitation of events
70.9
General security at the school
82.2
First Aid and Health facilities
69.8
Complaints handling
66.4
Satisfaction Index
76.0
Table 35: Satisfaction with ATO services
Page | 62
6.0
BASELINE SURVEY ON ACCESS TO KCAA SERVICES
6.1 Demographic Information
Majority of the respondents (77.1%) were between the ages of 18-29yrs with a percentage
of and the lowest was between the ages of 40-49yrs with 5.7% respectively as shown in
figure 1 below. In addition, findings indicated that majority of the respondents were male as
shown in figure 2 below.
Age bracket of respondent
Age Bracket of the Respodent
50-59yrs
8.6
40-49yrs
5.7
30-39yrs
8.6
18-29yrs
77.1
-
20.0
40.0
60.0
Percentage
80.0
100.0
Figure 23: Age bracket of the respondent
Gender of the Respondent
0%
23%
Male
Female
77%
Figure 24: Gender of the Respondent
Page | 63
6.2
Satisfaction Level On Various Aspects Of Access To KCAA Services
Aspects of accessing services
Satisfaction Index
Accessibility of KCAA offices
8.6
Timely response to clients queries, needs and expectations
10.0
Courtesy of staff
10.7
Professionalism of staff
11.4
Availability of KCAA personnel
11.8
Handling of clients
12.6
Articulation and execution of KCAA mandate
14.0
Overall Satisfaction Index
11.3
Table 36: Satisfaction level on various aspects of accessing KCAA services
To measure the overall level of satisfaction with access to KCAA services, respondents were
provided with seven areas to rate, all of which are associated with accessing the services.
The overall satisfaction level stood at 11.3%. All the areas assessed recorded low
satisfaction levels with accessibility of KCAA offices being the least at 8.6%. This is an
indication that KCAA stakeholders are not able to access the services properly and
improvement is needed to enhance the access.
Satisfaction Index (%)
Satisfaction levels on aspects of accessing services at KCAA
16.0
14.0
12.0
10.0
8.0
6.0
4.0
2.0
-
8.6
10.0
10.7
11.4
11.8
12.6
14.0
11.3
Figure 25: Level of satisfaction with the various aspects of accessing KCAA services
Page | 64
6.3 CONCLUSIONS AND RECOMMENDATIONS
6.3.1 Conclusion
Generally, customers are more satisfied as compared to the previous year with satisfaction
index substantially increasing from of 67.9% in 2013 to 72.7% 2014. This could be
attributed to the fact that there was a general improvement in efficiency in most
departments in KCAA directorate. A significant improvement is noted in KCAA‟s directorate
i.e. AMO certification, Air transport services, Flight operations and AAMLE posted good
margins which contributed to the impressive approval rate of respondents on KCAA‟s
directorate‟s performance.
Most of the AMOs were noted to be efficient in their service delivery by keeping a high
standard workmanship, who delivers services as and when needed as well as observing
timeliness in completion of promised tasks. However there were suggestions to increase
their capacity in terms of manpower and technology.
For ATO‟s, there were concerns from students on the college fees which they felt was still
high. Majority of students suggested the need for the institution to partner with Higher
Education Loans Board to ensure students assess loan facilities from the government to
assist in funding their education. Other suggestions included improvement of the library
facilities in terms of addition of more books and simulators availability, the need of the
institution to create a good relationship with corporate institutions for students to easily
secure internship and attachment opportunities.
It was noted that ANS do not have total coverage of the national air space especially for the
Radio Command RADAR. It was pointed out that the inter–unit co-ordination between
RADAR and procedural ATCs is very poor. In addition, DANS should not only give priority to
foreign airlines but to local as well. At the same time, ANS should adopt better modern
technology for more efficient services and better maintain their NAV aids
At the airports and airlines, particularly JKIA & Wilson, there were cases of power outages
which created unnecessary stampede and mayhem. There were suggestions to install
generators as a back-up in the event of blackouts. Poor infrastructures were a concern to
many especially the passengers who basically expressed their discomfort with the airport
lounge facilities, lack of sheltered bus stops and manholes on the roads that make it
strenuous to ferry their luggage to the terminals.
Page | 65
This survey established a comparison between the available previous years, 2012
satisfaction indices and the 2013 indices. This was basically to establish the sectors that
have showed improvements and vice versa. It was clear that the KCAA‟s directorate, airports
& airlines as well as ATO‟s showed remarkable improvement; moreover ATO‟s showed a
notably big improvement from 69.9% in 2013 to 76.0% in 2014. The ATOs, though they
remained to be the best performers showed a slight decline in their services provisions due
to many concerns arising and further complaints of non-implementation of previous report
findings.
6.3.2 Recommendations
Based on the survey, the following recommendations were made:
Consumers recommended that KCAA should make the report readily available to the public &
other stakeholders and strive to implement the findings. The human resources department
to look into the staffing needs of the entire workforce to ensure departments are not
understaffed and competencies of employees is sufficient. Consumers further suggested
necessary additional training, refresher courses and more motivation for their staff.
Similarly, consumers raised the need for continued education to the public especially use of
staff forums which should be supported by the management. This will create an environment
necessary to bring the public to the knowledge of KCAA.
Automation and adoption of ICT to improve service delivery was another strong suggestion
offered by majority of consumers. This included up to date navigation, communication and
surveillance equipment. Furthermore, consumers suggested that both regulatory and
shareholders should have meetings quarterly to do an evaluation: communication between
operators should be improved. Several consumers suggested that KCAA should work with
other international bodies to benchmark and learn from them more in order to be
competitive globally.
they do not have adequately trained staff.
considerations of who is giving much income to KCAA. They also proposed frequent audits to
be carried out and continuous monitoring to maintain and improve the standards of aviation
stakeholders in the country.
Page | 66
To improve on communication, there is need for internal co-ordination to reduce duplication
of duties and make communication easier. At the same time, frequent communication and
monitoring of new ideas. They also advocated for several team building forums, motivational
retreats to enhance good interpersonal relationships between staff. The need for feedback
from top level management was strongly emphasized, most respondents insisted that there
is need for feedback at all time to inform all stakeholders of KCAA‟s mandate so as to adhere
to professional ethics.
There is need to improve efficiency so as to meet the goals and objectives of the aviation
industry and this can only be met if the above is embraced. The courses offered at EASA
need to be tailor made to march with market needs whether academic or technical and
exams should also be domesticated. Moreover, EASA should focus on relevant issues that
touch on its mandated objective, that meets international recognized regulations but not to
indulge on petty issues that do not have much relevance on the aviation industry. At the
same time, instructors should pay more attention and be sensitive to students to ensure
good relations with students especially the foreigners.
The flow of information should be well structured and procedures be reviewed to avoid
bureaucracy in the organization therefore, embrace ICT to the levels of ISO certification
standards which they are holders and efforts should also be made to attain international
standards of service delivery at DSSR.
Better regulations and guidelines should be developed and availed to the various
stakeholders particularly in the Airworthiness department.
Airline customers need to be notified on cancellation of flights in advance and delays should
be handled properly to avoid inconveniences. At the same time, conveyance of information
to consumers on occurrence of delays is poorly handled and respondents complained that
services by the in-flight attendants do not meet their expectations. Some airline staff were
said to be hostile to the customers and security personnel were reported to harass
customers in some instances this is wanting and should be addressed urgently by the
responsible parties.
Page | 67
7.0 OVERALL LEVEL OF SATISFACTION
7.1 Satisfaction Indices for the KCAA Directorate’s Internal and external respondents
The survey carried out analysis to establish the Satisfaction index among the four KCAA
directorates. The findings are illustrated in the tables below shows that DAN‟s directorate
had the highest ratings with 75.9% while the least amongst the four directorates was
corporate directorate which scored 66.4%.
Rating
by
Internal
Respondents
Rating
by
Respondents
External
Overall
index
CORPORATE DIRECTORATE
Director General
61.8
65.3
63.6
Finance Section
72.7
74.1
73.4
Procurement
59.2
66.9
63.1
ICT
62.5
68.1
65.3
62.4
66.8
64.6
Corporate Communication
64.2
70.1
67.2
Internal Audit
62.6
69.2
65.9
Office of DCs
60.4
65.9
63.2
Corporate Planning
61.8
66.1
64.0
CS/Legal office
72.3
76.1
74.2
64.0
68.9
66.4
Human
Resources
&
Admin
DIRECTORATE OF SAFETY SECURITY AND REGULATIONS
Office of ASSR
67.9
72.8
70.4
AAMLE/Ground OPS
66.9
78.2
72.6
Aviation Security
66.3
78.7
72.5
Airworthiness
64.1
79.9
72
Flight Operations
67.4
80.1
73.8
Air Transport Services
68.9
77.2
73.1
Personnel Licensing
69.5
76.6
73.1
67.3
77.6
72.5
DIRECTORATE OF AIR NAVIGATION SERVICES
DAN‟s office
69.5
76.2
72.9
Engineering
68.7
78.9
73.8
76.8
79.8
78.3
76.1
80.8
78.5
72.8
78.9
75.9
Aeronautical
information
Services
Air Traffic Services
Page | 68
EAST AFRICA SCHOOL OF AVIATION
EASA
68.9
73.4
71.2
Overall
67.9
75.8
71.5
Table 37: Satisfaction index for internal/external directorates
7.2
Overall Satisfaction Levels of Facilities at ATO institution
76
39.1
Very satisfied
33.2
Satisfied
22.3
Neither satisfied nor dissatisfied
Dissaisfied
2.1
Very dissatisfied
3.3
0
10
20
30
40
50
60
70
80
Figure 26: Overall satisfaction with ATOs
The overall satisfaction for the ATOs was realize at 76%, most of the respondents 39.1%
were very satisfied with the ATO services while 2.1% were dissatisfied and 3.35 were very
dissatisfied.
Page | 69
7.3Overall Satisfaction Level with Airport and Airline Services
69.3
33.8
Very satisfied
29.4
Satisfied
22.1
9.4
Dissatisfied
5.3
Very Dissatisfied
0
10
20
30
40
50
60
70
Figure 27: Overall satisfaction with Airline / Airport
The overall satisfaction with the airline and airport was at 69.3%, only 5.3% of the
respondents were dissatisfied while the majority of them 33.8% were very satisfied.
Page | 70
7.4 Overall Satisfaction level with AMOs
77.4
39.2
Very satisfied
36.8
Satisfied
20.5
Dissatisfied
1.4
Very Dissatisfied
2.1
0
10
20
30
40
50
60
70
80
Figure 28: Overall Satisfaction with AMOs
The overall satisfaction with the with the AMOs was at 77.4%, majority of the respondents
39.2% were satisfied with the AMO services while, 2.1% were very dissatisfied and only
1.2% were dissatisfied
8.0 TIMELINE COMPARISONS ON THE SATISFACTION LEVELS
Table 38: Satisfaction Index with Air Traffic Control Services
Satisfaction index
Section
Timelin
ess
Safety
Expeditious
ness
Average
63.5
66.8
62.5
65.2
Issuance of taxing clearance
65.1
69.5
60.1
66.8
Issuance of ATC clearance
64.6
70.2
66.6
64.9
Providing weather information
62.9
69.2
70.1
68.5
Providing alerting services
61.4
69.4
68.3
66
Search and rescue coordination
50.1
56.7
59.6
52.9
52.3
55.2
60.4
58.4
ATC accident investigation
Page | 71
Provision of navigation services
63.2
66.4
68.2
68.9
Provision of flight information services
62.1
69.3
69.6
66.8
Registration of international beacon
59.3
63.9
59.2
60.5
60.5
65.7
Overall
satisfaction
index
per
metric
64.5
63.9
8.1 Satisfaction Indices with the Directorate of Safety and Security Regulations
The overall satisfaction index in this directorate was drawn from the various departments;
Aviation Security, Airworthiness, Flight Operation, ANS/AERODROMES/MET Regulations, Air
Transport Services, Personnel licensing, KCAA Examination, KCAA Examination Relevance
and AMO. The satisfaction indices have been tabulated and compared with those of 2013
which shows a general improvement in the all departments.
Table 39: Satisfaction indices for Aviation Security
Services
Satisfaction index
Year 2012
Year 2013
Year 2014
Aviation security regulations
73.5
75.5
76.1
Technical guidance materials in aviation security
70
70.2
71.2
Approval of aviation security programs
74.1
70.7
72.6
Certification of air cargo handlers
73.4
73.6
74.1
Certification of catering agents
61.5
66.1
67.9
Certification of ground handlers
68.1
68.6
69.3
Carrying out of aviation security audits
72.5
69.6
70.9
Testing of aviation security programmes
69
65.2
67.8
Screener certification
67.1
65.1
66.5
Overall satisfaction index
69.9
69.4
70.7
Table 40: Satisfaction indices for Airworthiness department
Services
Satisfaction index
Page | 72
Year
Year
Year
2012
2013
2014
Inspection of aircraft maintenance organization
65.6
71.4
72.5
Certification of aircraft maintenance organization
61.7
70.7
70.9
Inspection for airworthiness
69.5
74.3
75.2
Issuance of certificate of airworthiness
74.2
78
79
Time taken for airworthiness certification
68.8
67.4
69.1
Conducting of aircraft maintenance engineers oral exams
42.7
58.9
59.4
66.7
75
55.2
65.9
Exemption of aircraft parts from duty
72.1
72.5
73.6
Vetting of technical documents /manuals
56.7
67.5
68.7
Registration of aircrafts
69
73.4
74.8
65
79.3
79.9
Airworthiness inspection
67.2
81.8
82.3
64.2
72
72.9
Conducting of aircraft maintenance engineers multi-choice
computer based exams
Conducting
inspection
of
aircraft
maintenance
engineers
essay(written) exam
75.8
66.4
Table 41: Satisfaction index with Flight operations
Services
Satisfaction index
Year 2012
Year 2013
Year 2014
AOC manuals review and approval
76.7
71
72
Air operators certification process
76.8
82.3
82.9
Simulator inspection and approval
76.5
76.2
77.6
Technical guidance material
77.2
78
79.8
Flight operations regulations
76.9
84.6
85.1
Aircraft inspection for AOC inclusion
77.1
79.5
80.6
Aircraft inspection for FOC
75
78.6
79.1
Ramp inspection
72.5
77.8
78.9
76.1
78.5
79.5
Table 42: Satisfaction indices for AAMLE
Services
Satisfaction index
Year 2012
Year 2013
Year 2014
Page | 73
ANS regulations
70.5
77.5
78.4
Aerodromes regulation
68.2
78.1
79.6
Aerodromes guidance materials
66.7
75.9
76.8
ANS inspection
63.9
76.1
77.9
Aerodromes guidance materials
63.9
75.9
78.3
Conducting of air traffic control rating boards
75
78.6
79.4
MET inspection
75
78.4
77.9
Inspection of international airports
79.2
75
76.3
Inspection of aerodromes/airstrips/helipads
66.7
73.9
75.4
Issuance of aerodromes
64.3
75
77.5
Aerial mast and structures inspections
57.1
69.1
71.8
68.2
75.6
77.2
Table 43: Satisfaction index for Air Transport Services
Service
Satisfaction index
Year
Year
Year
2012
2013
2014
85.9
77.5
78.6
79.5
78.1
78.9
Ad hoc Flight Authorization
81.8
75.9
76.8
Issuance of air services license(New and Renewal
83.3
76.1
77.2
Grant of provisional air services License
81.3
75.9
77.1
Aircraft lease approval
85
78.6
79.5
82.8
77
78.0
Licensing of air Services regulation
Guidance Material in licensing of air services regulations
Table 44: Satisfaction index for Personnel Licensing
Service
Satisfaction index
Year
Year
Year
2012
2013
2014
a)Issuance of pilot licensing(new/renewal)
71.7
78
78.4
b)Conversing with pilots
61
75
76.1
c)Issuance of flight dispatcher licenses (new/renewal)
64.2
74.2
74.9
Page | 74
d)Issuance of flight instructor rating (new/renewal)
70.8
71.6
72.9
e)Registration of aircrafts
74.3
69
70.3
f)Issuance of ATC license (new/renewal)
72.8
63.5
64.5
g)Issuance of ATC license (new/renewal)
67.5
74.2
76.5
0
0
69.3
i)Letters of approval as KCAA designated examiner
0
0
73.8
68.9
72.2
h)Issuance
of
letters
of
exemption
to
immigration
department
73.0
Table 45: Satisfaction index for KCAA Examination
Service
Satisfaction index
Year 2012
Year
Year
2013
2014
a)
Private Pilot License (PPL) Examinations
71.1
79
79.6
b)
Commercial Pilot License (CPL) Examinations
67.7
73.8
74.5
c)
Airline Transport Pilot License (ATPL) Examinations
63.2
71.4
72.8
d)
Technical Type Rating (TTR) Examinations
64.8
75.5
76.9
e)
Flight Dispatch Examinations
55
69
70.2
64.4
73.7
74.8
Table 46: Satisfaction Index for KCAA Examination relevance
Service
Satisfaction index
Year
Year
2012
2013
Year 2014
a)
Relevance of questions asked
63.2
67.3
68.2
b)
Integrity of the computerized examination system
76
73.7
74.3
c)
Frequency of the examinations
68.6
69.7
70.8
d)
Timings of the examinations
69.2
73.7
75.6
69.3
71.1
72.2
Table 47: Satisfaction Index for the AMO certification
Service
Satisfaction index
Year 2012
Year 2013
Year 2014
a)
AMO certification regulations
75
80
80
b)
Inspection of AMOs
64.3
75
72.5
c)
Approval of AMOs
61.4
85
80.4
Page | 75
d)
Inspection of AMO facilities
62.5
71.2
72.2
e)
Approval of AMO facilities
64.3
62.5
75.1
f)
Surveillance of AMOs
59.2
78.6
78.8
64.5
75.4
76.5
Satisfaction Index
8.2Overall satisfaction Index with the DASSR
The DASSR Directorate scored an above average performance as tabulated by the table
below with an overall index of 75.1%. This can be attributed to the impressive indices of
Flight Operations, Air Transport services, AAMLE, and AMO certification departments.
Table 48: Satisfaction with DASSR
Overall satisfaction Index with the DASSR
Satisfaction index
Year 2012
Year 2013
Year 2014
a)
Aviation Security
69.9
69.4
70.7
b)
Airworthiness
64.2
72
72.9
c)
Flight Operation
69.3
78.5
79.5
d)
AAMLE
69.3
75.8
77.2
e)
82.8
77
78
f)
Personnel licensing
68.8
72.2
73
g)
KCAA Examination
64.4
73.4
74.8
h)
KCAA Examination Relevance
69.2
71.1
72.2
i)
AMO certification
64.4
75.4
77.4
69.1
73.9
75.1
Table 49: Overall Satisfaction Index with KCAA Directorate
Department/Section
Satisfaction Index
Year 2012
Year 2013
Year 2014
62.4
69.4
71.8
Aeronautical Information services
68.5
68.6
70.1
Air Traffic Control Services
70.3
62.6
63.9
ATC dictions
74.7
73.3
74.4
Communication, Navigation and Surveillance
71.8
61.4
63.6
KCAA Directorate(External & Internal)
DAN’S
Page | 76
DASSR’s
Aviation security
69.9
69.4
70.7
Airworthiness department
64.2
72
72.9
Flight operation
76.1
78.5
79.5
AAMLE
68.8
75.6
77.2
Air Transport services
82.8
77
78
Personnel licensing
68.8
72.2
73
KCAA examinations
66.8
72.4
74.8
KCAA examinations and their relevance
0
0
72.2
AMO certification
64.4
73.9
77.4
66.2
72.8
65.0
8.3 Satisfaction Indices with the services and facilities at various Airport and Airlines
The satisfaction levels were rated as per service provision and condition of facilities at both
the Airports as well as Airlines.
The satisfaction index for the Airline and Airport services was 69.3%, a notable improvement
2.8%. This can be attributed to improvement in courtesy and helpfulness of airport security
staff, efficient check in staff and signage at the airport.
Table 50: Satisfaction Indices with the services and facilities at various Airport and
Airlines
Satisfaction index for Airlines& Airports
Satisfaction index
Year
Year
Year
2012
2013
2014
a)
58.5
46.1
62.9
b)
63.4
69.7
72.3
c)
Courtesy and helpfulness of airport security staff
62.9
-
76.8
d)
61.1
68
69.5
e)
61.4
69.8
76.1
f)
61.8
-
74.6
g)
Arrival assistance
55.6
68.2
69.9
h)
63.6
70.3
76.8
i)
42.9
53
56.2
j) Availability & comfort of Lounge facilities in waiting areas
51.9
61.7
64.1
k)
52.7
60.9
64.3
Availability of seats in waiting area
Page | 77
l)
Standard of meals at restaurant & eateries
59.4
61.5
68.4
m) Cleanliness and presentation of waiting areas
41.5
69.8
72.5
n)
43
64.4
68.5
o)
-
-
75.4
p)
64.3
50.7
60.9
59
66.5
69.3
Overall index
8.4The overall satisfaction for the Aviation Industry
The overall satisfaction index for the industry for the year 2014 is 72.8%, which was
calculated by averaging the indices for the various sector stakeholders as tabulated below:
compared to 2013 overall satisfaction index there is a significant improvement of 4.9%. This
depicts a general increase in approval ratings of KCAA by consumers in the 2013/2014 year
as compared to 2012/2013.
Table 51: Overall satisfaction for the Aviation Industry
Overall
satisfaction
Index
for
the
Industry
Aviation
Index
Year 2012
Year
2013
Year 2014
KCAA (External & Internal)
71
71.9
72.7
Airlines & Airports
61
62.5
69.3
ATO
69.2
69.9
76
Overall Satisfaction Index
67.1
67.9
72.8
CONCLUSIONS AND RECOMMENDATIONS
Conclusion
Generally, customers are more satisfied as compared to the previous year with satisfaction
index substantially increasing from of 71.9% in 2013 to 72.7% 2014. This could be
attributed to the fact that there was a general improvement in efficiency in most
departments in KCAA. A significant improvement is noted in KCAA‟s directorate i.e. AMO
certification, Air transport services, Flight operations and AAMLE posted good margins which
contributed to the impressive approval rate of respondents on KCAA‟s directorate‟s
performance.
Page | 78
Most of the AMOs were noted to be efficient in their service delivery by keeping a high
standard workmanship, who delivers services as and when needed as well as observing
timeliness in completion of promised tasks. However there were suggestions to increase
their capacity in terms of manpower and technology.
For ATO‟s, there were concerns from students on the college fees which they felt was still
high. Majority of students suggested the need for the institution to partner with Higher
Education Loans Board to ensure students assess loan facilities from the government to
assist in funding their education. Other suggestions included improvement of the library
facilities in terms of addition of more books and simulators availability, the need of the
institution to create a good relationship with corporate institutions for students to easily
secure internship and attachment opportunities.
It was noted that ANS do not have total coverage of the national air space especially for the
Radio Command RADAR. It was pointed out that the inter–unit co-ordination between
RADAR and procedural ATCs is very poor. In addition, DANS should not only give priority to
foreign airlines but to local as well. At the same time, ANS should adopt better modern
technology for more efficient services and better maintain their NAV aids
At the airports and airlines, particularly JKIA & Wilson, there were cases of power outages
which created unnecessary stampede and mayhem. There were suggestions to install
generators as a back-up in the event of blackouts. Poor infrastructures were a concern to
many especially the passengers who basically expressed their discomfort with the airport
lounge facilities, lack of sheltered bus stops and manholes on the roads that make it
strenuous to ferry their luggage to the terminals.
This survey established a comparison between the available previous years, 2012
satisfaction indices and the 2013 indices. This was basically to establish the sectors that
have showed improvements and vice versa. It was clear that the KCAA‟s directorate, airports
& airlines as well as ATO‟s showed remarkable improvement; moreover ATO‟s showed a
notably big improvement from 69.9% in 2013 to 76.0% in 2014. The ATOs, though they
remained to be the best performers showed a slight decline in their services provisions due
to many concerns arising and further complaints of non-implementation of previous report
findings.
Recommendations
Based on the survey, the following recommendations were made:
Page | 79
Consumers recommended that KCAA should make the report readily available to the public &
other stakeholders and strive to implement the findings. The human resources department
to look into the staffing needs of the entire workforce to ensure departments are not
understaffed and competencies of employees is sufficient. Consumers further suggested
necessary additional training, refresher courses and more motivation for their staff.
Similarly, consumers raised the need for continued education to the public especially use of
staff forums which should be supported by the management. This will create an environment
necessary to bring the public to the knowledge of KCAA.
Automation and adoption of ICT to improve service delivery was another strong suggestion
offered by majority of consumers. This included up to date navigation, communication and
surveillance equipment. Furthermore, consumers suggested that both regulatory and
shareholders should have meetings quarterly to do an evaluation: communication between
operators should be improved. Several consumers suggested that KCAA should work with
other international bodies to benchmark and learn from them more in order to be
competitive globally.
they do not have adequately trained staff.
considerations of who is giving much income to KCAA. They also proposed frequent audits to
be carried out and continuous monitoring to maintain and improve the standards of aviation
stakeholders in the country.
To improve on communication, there is need for internal co-ordination to reduce duplication
of duties and make communication easier. At the same time, frequent communication and
monitoring of new ideas. They also advocated for several team building forums, motivational
retreats to enhance good interpersonal relationships between staff. The need for feedback
from top level management was strongly emphasized, most respondents insisted that there
is need for feedback at all time to inform all stakeholders of KCAA‟s mandate so as to adhere
to professional ethics.
There is need to improve efficiency so as to meet the goals and objectives of the aviation
industry and this can only be met if the above is embraced.The courses offered at EASA
need to be tailor made to march with market needs whether academic or technical
andexams should also be domesticated.Moreover, EASA should focus on relevant issues that
touch on its mandated objective, that meets international recognized regulations but not to
Page | 80
indulge on petty issues that do not have much relevance on the aviation industry. At the
same time, instructors should pay more attention and be sensitive to students to ensure
good relations with students especially the foreigners.
The flow of information should be well structured and procedures be reviewed to avoid
bureaucracy in the organization therefore, embrace ICT to the levels of ISO certification
standards which they are holders and efforts should also be made to attain international
standards of service delivery at DSSR.
Better regulations and guidelines should be developed and availed to the various
stakeholders particularly in the Airworthiness department.
Airline customers need to be notified on cancellation of flights in advance and delays should
be handled properly to avoid inconveniences. At the same time, conveyance of information
to consumers on occurrence of delays is poorly handled and respondents complained that
services by the in-flight attendants do not meet their expectations. Some airline staff were
said to be hostile to the customers and security personnel were reported to harass
customers in some instances this is wanting and should be addressed urgently by the
responsible parties.
Page | 81
Appendix II: Verbatim
NB: While a single statement could be a reasonable reflector of majority of respondents’
feeling, the same may not echo the collective rejoinder of the customers and thus conclusion
on the action to be taken should be based on all comments weighted.
1. Sometimes services take longer than stated, at times highly delayed– External KCAA
consumers.
2. I think they are always ready to improve where a mistake is noted– External KCAA
consumer.
3. They attend to me in a timely manner; they are very friendly– External KCAA consumer.
4. Friendly inspectors always willing to assist– External KCAA consumer.
5. The receptionist is always very nice, however the delay inside there is very annoyingExternal KCAA consumer.
6. Credibility of instructors, flexibility hours of learning and very friendly staff in the
institution who respects everyone-AMO consumer.
7. It has quality books and qualified lecturers and the institution itself has a very organizedAMO consumer.
8. I think nobody is ever perfect and improvement is always needed- AMO consumer
9. They meet my expectation- AMO consumer.
10. Most AMO do not have enough engineers hence, it takes long sometimes before the
services you need is completed-AMO consumer.
11. Moi Airport has been greatly improved including: provision of good comfort chairs at the
lounges, new food kiosks etc- Airport& Airline consumer.
12. Service delivery is organized in a logical manner; high integrity is observed-Airport &
Airline consumer.
13. JKIA should strive to be at par with other airports, the level of JKIA is terrible-Airport&
Airline consumer.
14. The airline staff although few, do help a lot in terms of passenger assistance – Airport &
Airline consumer.
15. Each and every service provider to be responsible and respect one another‟s service–
Airport & Airline consumer.
16. They should mix the tribes to perform well, not one tribe this shift, not one tribe this
shift, they will not be answerable to the boss because he/she belongs to his/her tribe –
Airport & Airline consumer.
Page | 82
Appendix III: External Respondents Tool
(Pilots, Ground Operations & Ground Handlers and AMOs)
OutLook Solutions Ltd, a management Consultancy firm has been commissioned by KCAA to
conduct consumer satisfaction survey within the Aviation Industry. This is one of the
selected areas and we are asking you to kindly help us with very honest views about the
levels of your satisfaction. Your views combined with those of others will go a long way in
helping to improve services offered within Kenyan Airports and aviation industry as a whole.
This questionnaire will take approximately 10 minutes to complete, kindly allow us your time
to ask you a few questions.
Section A: General Information
1. Town city ………………………………………………………………………………………………………………
2. Name of institution ……………….…………………………………………………………………………………
3. Profession ………………………………………………………………………………………………………………
4. What services do you seek from KCAA? …………………………………………………………………………
5. When was the last time you sort a service from KCAA?
a) Less than one week ago
[
b) One to three weeks ago
[
2]
c) One month ago
[
3]
d) More than one month but less than two months ago
[
4]
[
6]
e) More than two months ago
[
1]
5]
f) Can‟t remember
6. How do you rate your experience while interacting with the KCAA staff in the following
Applicable
Not
N/A-
Very satisfied
satisfied
dissatisfied
satisfied
dissatisfied
Neither
dissatisfied
Department
Very
Code
nor
sections? Please tick or circle appropriately)
A
I
Director General
1
2
3
4
5
N/A
Ii
Finance Section
1
2
3
4
5
N/A
Iii
Procurement
1
2
3
4
5
N/A
Iv
ICT
1
2
3
4
5
N/A
V
Human Resource & Admin
1
2
3
4
5
N/A
Page | 83
Vi
1
2
3
4
5
N/A
Vii
Internal Audit
1
2
3
4
5
N/A
Viii
Office of DCS
1
2
3
4
5
N/A
Ix
Corporate Planning
1
2
3
4
5
N/A
B
I
Office of ASSR
1
2
3
4
5
N/A
Ii
AAMLE/Ground Ops
1
2
3
4
5
N/A
Iii
Aviation Security
1
2
3
4
5
N/A
Iv
Airworthiness
1
2
3
4
5
N/A
V
Flight Operations
1
2
3
4
5
N/A
vi
1
2
3
4
5
N/A
vii
Personnel licensing
1
2
3
4
5
N/A
D
I
DANS Office
1
2
3
4
5
N/A
Ii
Engineering
1
2
3
4
5
N/A
Iii
1
2
3
4
5
N/A
Iv
1
2
3
4
5
N/A
E
CORPORATION SECRETARY
1
2
3
4
5
N/A
1
2
3
4
5
N/A
CS/Legal Office
F
EAST AFRICAN SCHOOL OF AVIATION
EASA
7. Overall, what would you say is your satisfaction with service delivery at KCAA?
a) Very satisfied
[5]
b) Slightly satisfied
[4]
c) Neither satisfied nor dissatisfied
[3]
d) Slightly dissatisfied
[2]
e) Very dissatisfied
[1]
8. Please give suggestion for improvement
………………………………………………………………………………………………………………………………………………………
………………………………………………………………………………………………………………………………………………………
………………………………………………………………………………………………………………………………………………………
………………………………………………………………………………………………………………………………………………………
……..
Section B: Customer Service
9. Have you ever visited the KCAA offices?
a) Yes
[1]
b) No [ 2 ]
Page | 84
10. Thinking of the last time you visited the KCAA offices, how long did it take before
someone attended to you
a) In less than 3 minutes after arrival [ 1 ]
b) In more than 10 minutes after arrival
[2 ]
c) In more than 15 minutes of arrival [ 3 ]
d) Never attended to all
[4 ]
11. Have you ever called the KCAA offices?
a) Yes
[1]
b) No [ 2 ]
12. Thinking of the last time you called KCAA offices, how long did it take before your call
was picked up?
a) Within 2 rings
[ 1]
b) After more than 3 rings
[ 2]
c) Call was picked up but I was kept on hold for a long time
d) It was never picked up
[ 3]
[ 4]
13. How long have you conducted business/ had associated with KCAA?
a) Less than 1 year
[1 ]
b) Between 2-5 years
[ 2]
c) Between 6-10 years [ 3 ]
d) More than 10 years [ 4 ]
14. Have you ever had a reason to complain about services at the KCAA?
a) Yes
[ 1 ] b) No [ 2 ]
If yes,
i.
What was the nature of the complaint?
…………………………………………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………………………………………
…………………………………………………………………………………………………………
ii.
By what means did you report?
a) Telephone
[ 1]
b) Physically reported it to the officer [ 2 ]
c) Post/Fax
[ 3]
d) Email
[ 4]
e) Did nothing about it
[ 5]
f) Any other
[ 6]
Page | 85
15. Are you satisfied with the way the complaint was addressed?
a) Yes
[1]
b) No [ 2 ]
16. How long did it take before the complaint was addressed?
a) Within hours
[1 ]
d) In two weeks time
b) Within the same day
[2 ]
e) In one month
c) In one week time
[4 ]
[5 ]
f) It was never addressed
[6 ]
[3 ]
17. Overall, how satisfied are you conducting business with KCAA?
a) Very satisfied
[5 ]
[4 ]
[3 ]
[2 ]
[1 ]
18. Explain your answer
……………………………………………………………………………………………………………………………………………
……………………………………………………………………………………………………………………………………………
…………………………………………………………………….…………………………
19. Have you ever encountered any incidences of corruption while trying to get services from
KCAA?
a) Yes [ 1 ]
b) No [ 2 ]
20. How long ago was the incident?
a) Within the past 6 months
[1 ]
c) In the last 2 years
[3 ]
b) In the last 1 years
[2 ]
d) Can‟t remember
[ 4]
21. Where did you encounter the incidence of corruption?
……………………………………………………………………………………………………………………………………
22. Kindly
explain
the
nature
of
incident
of
corruption
that
you
encountered?
…………………………………………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………………………………………
………………………………………………………….…………………………………………
Page | 86
23. Did you report the incidence?
a) Yes
[1]
b) No
[2 ]
24. Were you satisfied with how the incidence was handled by KCAA?
c) Yes
[1]
d) No
[ 2 ]
Page | 87
25. What
do
you
suggest
should
be
done
to
avoid
recurrence
of
such
incidence?………………………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………………………………………
…………………………………………………………………………….…………………………………………
Section C: Kenya Civil Aviation Regulation (KCARs)
26. Have you ever read Kenya Civil Aviation Regulations
a) Yes
[1 ]
b) No
[2 ]
27. If yes,
i.
How adequate are the regulations?
a) Most adequate
[1 ]
b) Largely adequate
[2 ]
c) Fairly adequate
[3 ]
d) Less adequate
[4 ]
e) Not adequate
[5 ]
28. Have you ever read Kenya Civil Aviation Guidance Materials?
a) Yes
[1 ]
b) No
[ 2]
29. If yes,
i.
How adequate are the guidance materials?
a) Most adequate
[1 ]
b) Largely adequate
[2 ]
c) Fairly adequate
[3 ]
d) Less adequate
[4 ]
e) Not adequate
[ 5]
30. Overall, what would you say is your satisfaction with Regulatory services in KCAA?
a) Very satisfied
[5 ]
[4 ]
[3 ]
[2 ]
[1 ]
………………………………………………………………………………………………………………………………………………………
………………………………………………………………………………………………………………………………………………………
………………………………………………………………………………………………………………………………………………………
| 88
………………………………………………………………………………………………………………………………………………………
…….
Section D: Air Navigation Services
32. To what extent are you satisfied with the following aeronautical informationservices as
provided by KCAA on a scale of 1-5 where 1 is very dissatisfied and 5 is very satisfied?
(Read out and tick as appropriate)
Satisfied nor
satisfied
Dissatisfied
Very satisfied
N/A
2
3
4
5
N/A
c) Providing Pre-Flight Information Bulletin
1
2
3
4
5
N/A
d) Verbal Briefing
1
2
3
4
5
N/A
of
1
2
3
4
5
N/A
f) Sale of Integrated Information Package and Map
1
2
3
4
5
N/A
g) AIP Amendment service
1
2
3
4
5
N/A
h) Any other (Specify)……………………………………..
1
2
3
4
5
N/A
e) Collection,
processing
1
and
dissemination
Dissatisfied
1
a) Filing of flight plan with KCAA
dissatisfied
b) Issuance and Promulgation of NOTAM
Very
Neither
Services
2
3
4
5
N/A
Aeronautical Information data
charts
33. To what extent are you satisfied with the following Air Traffic Control Services as
provided by KCAA on a scale of 1-5 where 1 is very dissatisfied and 5 is very
satisfied? (Read out and tick as appropriate)
services
expeditious?
dissatisfied
Neither
Very dissatisfied
dissatisfied
Neither
Very dissatisfied
dissatisfied
Neither
a) Issuance of
the
Very dissatisfied
Services
services Are
safe?
nor
Satisfied
Satisfied
Dissatisfied
Very satisfied
timely?
the
1
2
3
4
5
1
2
3
4
5
1
2
3
4
5
1
2
3
4
5
1
2
3
4
5
1
2
3
4
5
Not Applicable
services Are
nor
Satisfied
satisfied
Dissatisfied
Very satisfied
the
nor
Satisfied
satisfied
Dissatisfied
Very satisfied
Are
startup
clearance
b) Issuance
N/A
| 89
taxing
clearance
N/A
c) Issuance of
ATC
clearance
1
2
3
4
5
1
2
3
4
5
1
2
3
4
5
N/A
1
2
3
4
5
1
2
3
4
5
1
2
3
4
5
N/A
1
2
3
4
5
1
2
3
4
5
1
2
3
4
5
N/A
d) Providing
weather
Information
e) Providing of
alerting
Service
f) Search
and
Rescue
Coordinatio
n
N/A
1
2
3
4
5
1
2
3
4
5
1
2
3
4
5
g) ATC
Incident
Investigatio
n
N/A
1
2
3
4
5
1
2
3
4
5
1
2
3
4
5
1
2
3
4
5
1
2
3
4
5
1
2
3
4
5
h) Provision of
Navigation
assistance
i)
N/A
Provision of
Flight
Information
Service
N/A
1
2
3
4
5
1
2
3
4
5
1
2
3
4
5
j) Registration
of
internationa
l beacon
N/A
1
2
3
4
5
1
2
3
4
5
1
2
3
4
5
34. How satisfied are you with the performance of the following Air Traffic Control
services based on a scale of 1-5 where 1 is very dissatisfied and 5 is very
satisfied? (Read out and tick as appropriate)
| 90
3
Pronunciation
1
2
3
Fluency
1
2
Clarity
1
2
4
Not Applicable
Dissatisfied
2
Very
1
Dissatisfied
Phraseology
Dissatisfied
Satisfied
Element
Satisfied
Neither
Very Satisfied
nor
5
N/A
4
5
N/A
3
4
5
N/A
3
4
5
N/A
35. To what extent are you satisfied with the following Communication, Navigation,
Surveillance services as provided by KCAA on a scale of 1-5 where 1 is very
dissatisfied and 5 is very satisfied? (Read out and tick as appropriate)
Very
3
4
5
N/A
1
2
3
4
5
1
2
3
4
5
N/A
1
2
3
4
5
1
2
3
4
5
N/A
1
2
3
4
5
1
2
3
4
5
N/A
a) VOR
1
2
3
4
5
1
2
3
4
5
N/A
b) ILS
1
2
3
4
5
1
2
3
4
5
N/A
5
1
2
3
4
5
Dissatisfied
Not Applicable
Dissatisfied
2
4
nor
Neither
1
3
Satisfied
dissatisfied
Satisfied
5
2
Very
satisfied
4
1
Very satisfied
Dissatisfied
3
a) AFTN
Dissatisfied
2
Very
1
Services
Communicat
Quality
Neither
Dissatisfied
nor
Satisfied
Availability
N/A
ion
Audio
-
Communicat
ion
Frequencies
a) HFs
(High
Frequency)
b) VHFs
-
(1)
Area
Frequencies
(2)
Approach
Frequencies
(3)
Tower
Frequencies
Navigation
AIDS
| 91
Surveillance
c) DME
1
2
3
4
5
1
2
3
4
5
N/A
d) ADF/VDF
1
2
3
4
5
1
2
3
4
5
N/A
e) NDB
1
2
3
4
5
1
2
3
4
5
N/A
a) RADAR
1
2
3
4
5
1
2
3
4
5
N/A
36. How frequent do you experience harmful interferences with communication particularly
the VHFs?
a) Very frequent
[1 ]
d) Less frequent
b) Highly frequent
[4 ]
e) Not interferences at all
[2 ]
[5 ]
c) Moderately frequent
[3]
37. Do you think KCAA is providing reliable Air Navigation Services?
a) Yes
[1 ]
c) Sometimes
[3 ]
b) No
[2 ]
d) Don‟t know
[4 ]
38. Please give suggestions for improvement
………………………………………………………………………………………………………………………………………………………
………………………………………………………………………………………………………………………………………………………
………………………………………………………………………………………………………………………………………………………
………………………………………………………………………………………………………………………………………………………
…
Section E: Aviation Safety and Security Regulations
39. How satisfied on a scale of 1-5 where 1 is Very dissatisfied and 5 is Very Satisfied with
Dissatisfied
Neither Satisfied
Satisfied
Very Dissatisfied
Not Applicable
a) Aviation security
1
2
3
4
5
N/A
b) Airworthiness
1
2
3
4
5
N/A
c) Flight Operations
1
2
3
4
5
N/A
d) AAMLE
1
2
3
4
5
N/A
e) Air Transport Services
1
2
3
4
5
N/A
nor Dissatisfied
Services
Very dissatisfied
the following aviation safety and security regulations?
| 92
f) Personnel licensing
1
2
3
4
5
N/A
g) Others (kindly specify)--------------
1
2
3
4
5
N/A
---------------------------
AVIATION SECURITY SERVICES
40. Have you ever sought the services of Aviation Security?
a) Yes
[ 1]
b) No
[2 ]
b) No
[2 ]
41. Do you have any Aviation Security program?
a) Yes
[ 1]
42. Do you have access to the relevant extracts of the National Aviation Security Program?
a) Yes
[1 ]
b) No
[2 ]
43. Please tell me how satisfied you are with the following services in Aviation Security,
Very
2
3
4
5
b) Technical guidance materials in aviation security
1
2
3
4
5
N/A
c) Approval of aviation security programs
1
2
3
4
5
N/A
d) Certification of Air cargo handlers
1
2
3
4
5
N/A
e) Certification of catering agents
1
2
3
4
5
N/A
f) Certification of ground handlers
1
2
3
4
5
N/A
g) Carrying out of Aviation Security audits
1
2
3
4
5
N/A
h) Testing of Aviation Security programmes
1
2
3
4
5
N/A
i)
1
2
3
4
5
N/A
Screener certification
Dissatisfied
Not Applicable
nor
Satisfied
Satisfied
Dissatisfied
1
dissatisfied
Dissatisfied
a) Aviation Security Regulations
Service
Very
Neither
please tick or circle as appropriate.
N/A
| 93
44. Overall, what would you say is your satisfaction with Aviation Security services in
KCAA?
a) Very satisfied
[5
]
[2 ]
[4 ]
[1 ]
c) Moderately satisfied
[3 ]
………………………………………………………………………………………………………………………………………………………
……………………………………………………………………………………………………………………………
AIRWORTHINESS DEPARTMENT
46. Have you ever sort the services of Airworthiness Department?
a) Yes
[ 1]
b) No
[2 ]
2
3
4
5
a) Inspection of Aircraft Maintenance Organization
N/
A
1
2
3
4
5
b) Certification of Aircraft Maintenance Organization
N/
A
1
2
3
4
5
c) Inspection for Airworthiness
N/
A
1
2
3
4
5
d) Issuance of Certificate of Airworthiness
N/
A
1
e) Time taken for airworthiness certification
Dissatisfied
Not Applicable
Neither
1
nor
Satisfied
Satisfied
Dissatisfied
Very
dissatisfied
Dissatisfied
Service
Very
47. Please tell me how satisfied you are with the following services in Airworthiness?
2
3
4
5
N/
A
| 94
1
2
3
4
5
f) Conducting of Aircraft Maintenance Engineers oral exams
g) Conducting of Aircraft Maintenance Engineers multi-choice
A
1
2
3
4
5
computer based exams
h) Conducting
of
Aircraft
Maintenance
Engineers
essay
1
2
3
4
5
N/
A
1
2
3
4
5
Exemptions of aircraft parts from duty
N/
A
1
2
3
4
5
j) Vetting of technical documents/manuals
N/
A
1
2
3
4
5
k) Registration of aircrafts
N/
A
1
l)
N/
A
(written) exam
i)
N/
2
3
4
5
N/
A
1
2
3
4
5
m) Airworthiness inspectors
N/
A
48. Overall, what would you say is your satisfaction with Airworthiness services in KCAA?
f) Very satisfied
g) Slightly satisfied
h) Moderately satisfied
[5
]
i)
Slightly dissatisfied
[2 ]
[4 ]
[3 ]
j) Very dissatisfied
[1 ]
………………………………………………………………………………………………………………………………………………………
……………………………………………………………………………………………………………………………
FLIGHT OPERATIONS
50. Have you sought services from Flight Operation Department?
Yes
[1 ]
No
[ 2]
51. Please tell me how satisfied you are with the following services in Flight Operation?
| 95
4
5
a) AOC manuals review and approval
Not
N/A
b) Air operators certification process
1
2
3
4
5
1
2
3
4
5
c) Simulator inspection and approval
N/A
N/A
d) Technical guidance materials
e) Flight operations regulations
1
2
3
4
5
1
2
3
4
5
1
2
3
4
5
f) Aircraft inspection for AOC inclusion
N/A
N/A
N/A
1
2
3
4
5
g) Aircraft inspection for FOC
N/A
h) Ramp inspection
i)
Applicable
3
Very Satisfied
2
Satisfied nor
Satisfied
Dissatisfied
1
Neither
Services
Dissatisfied
Dissatisfied
Very
Any other (specify)
1
2
3
4
5
1
2
3
4
5
N/A
N/A
52. Overall, what is your satisfaction level with flight operations services?
a) Very satisfied
[5 ]
[4 ]
[3 ]
[2 ]
[1 ]
53. What is your suggestion to improve flight operations services?
………………………………………………………………………………………………………………………………………………………
………………………………………………………………………………………………………………………………………………………
………………………………………………………………………………………………………………………………………………………
………………………………………………………………………………………………………………………………………………………
………
| 96
ANS/AERODROMES/MET REGULATION
54. Do you seek services from Air Navigations Services, Aerodromes & Meteorology
Department in KCAA?
a) Yes
[1 ]
b) No
[ 2]
55. To what extent do you seek the following services?
Rarel
Sometim
Frequent
Alway
Never/
y
es
ly
s
N/A
a) Ground operations/Aerodromes,
1
2
3
4
5
b) Meteorology
1
2
3
4
5
1
2
3
4
5
Service
c) Air
Navigation
Services
Legislations
56. Please
indicate
how
–
satisfied
you
are
with
the
following
services
in
5
a) ANS Regulations
2
3
4
5
b) Aerodromes Regulations
d) Aerodromes guidance material
e) ANS inspection
f) Conducting of Air Traffic Control Rating Boards
g) MET Inspection
h) Inspection of International Airports
i)
Issuance of Aerodrome Certificates
Not
N/A
1
c) ANS Guidance material
Applicable
4
Very satisfied
Dissatisfied
Satisfied
nor
3
Satisfied
Dissatisfied
2
Neither
1
Dissatisfied
Very
ANS/Aerodromes/Met department?
N/A
1
2
3
4
5
1
2
3
4
5
1
2
3
4
5
1
2
3
4
5
1
2
3
4
5
1
2
3
4
5
1
2
3
4
5
N/A
N/A
N/A
N/A
N/A
N/A
N/A
| 97
j) Inspection of Aerodromes/Airstrips/Helipads
k) Issuance of Aerodrome License.
l)
Aerial Masts & Structures Inspections
m) Any other (specify)
1
2
3
4
5
1
2
3
4
5
1
2
3
4
5
1
2
3
4
5
N/A
N/A
N/A
N/A
57. Overall, what is your satisfaction level with ANS-MET services in KCAA?
f) Very satisfied
[5 ]
[4 ]
h) Neither satisfied nor dissatisfied
[3 ]
i)
[2 ]
j)
Very dissatisfied
[1 ]
58. What is your suggestion to improve flight operations services?
………………………………………………………………………………………………………………………………………………………
………………………………………………………………………………………………………………………………………………………
………………………………………………………………………………………………………….
AIR TRANSPORT SERVICES
59. Do you seek services from KCAA Air Transport Division?
a) Yes
[1 ]
b) No
[2 ]
b) Guidance Materials in Licensing of Air Services Regulations
c) Ad hoc Flight Authorization
d) Issuance of Air Service License( new & Renewal)
e) Grant of Provisional Air Service License
2
1
2
3
4
5
1
2
3
4
5
1
2
3
4
5
1
2
3
4
5
3
4
5
| 98
Not Applicable
Very Satisfied
1
Neither
Dissatisfied
Dissatisfied
a) Licensing of Air Services Regulations
Very
Service
nor
Satisfied
Satisfied
Dissatisfied
60. Please tell me how satisfied you are with the following services in Air Transport office?
N/A
N/A
N/A
N/A
N/A
f) Air Craft Lease Approval
g) Any other (Specify)
1
2
3
4
5
1
2
3
4
5
61. Overall, what would you say is your satisfaction with Air Transport office in KCAA?
a) Very satisfied
[5 ]
[4 ]
[3 ]
[2 ]
[1 ]
………………………………………………………………………………………………………………………………………………………
……………………………………………………………………………………………………………………………
| 99
N/A
N/A
PERSONNEL LICENSING
63. Do you seek services from Personnel Licensing?
c) Yes
[1 ]
d) No
[ 2]
Satisfied
Not Applicable
2
b) Conversion of Pilots License
1
2
3
4
5
N/A
c) Issuance of Flight dispatcher licenses (new /renewal)
1
2
3
4
5
N/A
1
2
3
4
5
1
2
3
4
5
1
2
3
4
5
1
2
3
4
5
1
2
3
4
5
1
2
3
4
5
a) Issuance of pilot license(new /renewal)
d) Issuance of Flight Instructor rating(new/renewal)
e) Registration of Aircraft
f) Issuance of foreign Operators Certificates (FOC)
g) Issuance of ATC license (new/ renewal)
h) Issuance of letters of exemption to immigration department
i)
Letters of Approval as KCAA designated examiner
3
4
Very
Dissatisfied
Dissatisfied
1
Service
Neither
Very
nor
Satisfied
Satisfied
Dissatisfied
64. Please tell me how satisfied you are with the following services in Personnel Licensing?
5
65. Overall, what would you say is your satisfaction with Personnel Licensing Department in
KCAA?
a) Very satisfied
[5 ]
[4 ]
[3 ]
[2 ]
[1 ]
………………………………………………………………………………………………………………………………………………………
………………………………………………………………………………………………………………………………………………………
………………………………………………………………………………………………………………
KCAA EXAMINATIONS
67. Have you ever sat for KCAA examinations?
| 100
N/A
N/A
N/A
N/A
N/A
N/A
N/A
a) Yes
[1 ]
b) No
[2 ]
Neither
Dissatisfied
Satisfied
Very Satisfied
Not Applicable
1
2
3
4
5
N/A
b) Commercial Pilot License (CPL) Examinations
1
2
3
4
5
N/A
c) Airline Transport Pilot License (ATPL) Examinations
1
2
3
4
5
N/A
d) Technical Type Rating (TTR) Examinations
1
2
3
4
5
N/A
e) Flight Dispatch Examinations
1
2
3
4
5
N/A
f) Any Other Specify
1
2
3
4
5
N/A
Satisfied
Dissatisfied
a) Private Pilot License (PPL) Examinations
Dissatisfied
Service
Very
nor
68. Please tell me how satisfied you are with the following KCAA Examinations?
Neither
nor
Satisfied
Satisfied
Dissatisfied
Very Satisfied
Not Applicable
a) Relevance of questions asked
1
2
3
4
5
N/A
b) Integrity of the computerized examination system
1
2
3
4
5
N/A
c) Frequency of the examinations
1
2
3
4
5
N/A
d) Timings of the examinations
1
2
3
4
5
N/A
Very
Dissatisfied
Dissatisfied
69. How satisfied are you in reference to the following elements of KCAA Exams?
Element
70. Are you aware of any form of corruption in the KCAA examination system?
a) Yes
[ 1]
b) No
[2 ]
71. If yes (in your opinion) what is the level of corruption in the examination system?
a) Very high level
[1 ]
d) Low level
b) High level
[2 ]
e) Very low level [ 5 ]
c) Moderate level
[3 ]
[4 ]
72. Overall, what would you say is your satisfaction with KCAA examinations?
a) Very satisfied
[5 ]
[4 ]
| 101
[3 ]
[2 ]
[1 ]
………………………………………………………………………………………………………………………………………………………
………………………………………………………………………………………………………………………………………………………
…………………………………………………………………………………………………………AIRCRAFT
MAINTENANCE ORGANIZATIONS
74. Are you a KCAA certified AMO?
a) Yes
[1 ]
b) No
[2 ]
Neither
Dissatisfied
Satisfied
Very Satisfied
Not Applicable
1
2
3
4
5
N/A
b) Inspection of AMOs
1
2
3
4
5
N/A
c) Approval of AMOs
1
2
3
4
5
N/A
d) Inspection of AMO facilities
1
2
3
4
5
N/A
e) Approval of AMO facilities
1
2
3
4
5
N/A
f) Surveillance of AMOs
1
2
3
4
5
N/A
g) Any Other Specify
1
2
3
4
5
N/A
Satisfied
Dissatisfied
a) AMO certification regulations
Dissatisfied
Service
Very
nor
75. Please tell me how satisfied you are with the following AMO certification services
76. Overall, what would you say is your satisfaction with AMO certification in KCAA?
f) Very satisfied
[ 5]
[4 ]
[3 ]
i)
[2 ]
j)
Very dissatisfied
[1 ]
| 102
………………………………………………………………………………………………………………………………………………………
………………………………………………………………………………………………………………………………………………………
………………………………………………………………………………………………………………………………………………………
………………………………………………………………………………………………………………………………………………………
…….
THANK YOU FOR YOUR TIME
Page | 103
Appendix IV: RESEARCH TOOL FOR INTERNAL RESPONDENTS
78. Department/division …………………………………………………………………………………………………
79. Position ……………………………………………………………………………………………
80. Profession ………………………………………………………………………………………………………………
81. Period worked KCAA ………..…………………………………………………………………………
82. How do you rate your experience while interacting with the other KCAA staff in the
following sections?
Not
3
4
5
N/A
Ii
Finance Section
1
2
3
4
5
N/A
Iii
Procurement
1
2
3
4
5
N/A
Iv
ICT
1
2
3
4
5
N/A
V
Human Resource & Admin
1
2
3
4
5
N/A
Vi
1
2
3
4
5
N/A
Vii
Internal Audit
1
2
3
4
5
N/A
Viii
Office of DCS
1
2
3
4
5
N/A
Ix
Corporate Planning
1
2
3
4
5
N/A
B
I
Office of ASSR
1
2
3
4
5
N/A
Ii
AAMLE/Ground Ops
1
2
3
4
5
N/A
Applicable
2
N/A-
Very satisfied
1
dissatisfied
Director General
satisfied
I
Neither
Dissatisfied
dissatisfied
A
Department
Very
satisfied
Code
nor
(Please tick or circle appropriately)
Page | 104
Iii
Aviation Security
1
2
3
4
5
N/A
Iv
Airworthiness
1
2
3
4
5
N/A
V
Flight Operations
1
2
3
4
5
N/A
Vi
1
2
3
4
5
N/A
Vii
Personnel licensing
1
2
3
4
5
N/A
C
I
DANS Office
1
2
3
4
5
N/A
Ii
Engineering
1
2
3
4
5
N/A
1
2
3
4
5
N/A
Iv
1
2
3
4
5
N/A
D
CORPORATION SECRETARY
1
2
3
4
5
N/A
1
2
3
4
5
N/A
Iii
CS/Legal Office
E
EAST AFRICAN SCHOOL OF AVIATION
EASA
83. Overall, what would you say is your level of satisfaction with service delivery within
KCAA?
a) Very satisfied
[5 ]
[4 ]
[3 ]
[2 ]
[1 ]
………………………………………………………………………………………………………………………………………………………
………………………………………………………………………………………………………………………………………………………
………………………………………………………………………………………………………………………………………………………
………………………………………………………………………………………………………………………………………………………
………
Section B: Customer Service
85. Have you ever had a reason to complain about services at the KCAA?
a) Yes
[ 1 ] b) No [ 2 ]
If yes,
iii.
What was the nature of the complaint?
…………………………………………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………………………………………
Page | 105
…………………………………………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………………………………………
…….
iv.
By what means did you report?
g) Telephone
[1 ]
h) Physically reported it to the officer [ 2 ]
i)
Post/Fax
[3 ]
j)
Email
[4 ]
k) Did nothing about it
[5 ]
l)
[6]
Any other
86. Are you satisfied with the way the complaint was addressed?
a) Yes
[ 1 ] b) No [ 2 ]
Page | 106
Explain your answer
……………………………………………………………………………………………………………………………………………
……………………………………………………………………………………………………………………………………………
…………………………………………………………………….…………………………
87. How long did it take before the complaint was addressed?
g) Within hours
[1 ]
k) In one month
h) Within the same day
[2 ]
l)
i)
In one week time
[ 3]
j)
In two weeks time
[4 ]
[ 5]
It was never addressed
[ 6]
88. Have you ever encountered any incidences of corruption recently while trying to get
services from KCAA?
c) Yes
[ 1]
d) No
[ 2]
e) Within the past 6 months
[1 ]
f) In the last 1 years
[ 2]
g) In the last 2 years
[3 ]
h) Can‟t remember
[4 ]
90. Where did you encounter the incidence of corruption?
……………………………………………………………………………………………………………………………………
91. Kindly
explain
the
nature
of
incident
of
corruption
that
you
encountered?
…………………………………………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………………………………………
………………………………………………………….…………………………………………
92. Did you report the incidence?
e) Yes
[1 ]
f) No
[2 ]
93. Were you satisfied with how the incidence was handled by KCAA?
g) Yes
94. What
[1 ]
do
you
h) No
suggest
should
be
done
[ 2]
avoid
recurrence
of
such
incidence?………………………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………………………………………
……………………………………………………………………………………………………………………….
95. Do you think KCAA is meeting its mandate in regulating Aviation Industry in Kenya?
Page | 107
a) Yes
[
1
b) No
]
[
2
c) Don‟t know
]
[
3
]
96. Overall, what would you say is your satisfaction with service delivery in KCAA?
f) Very satisfied
[ 5 ]
[ 4 ]
[ 3]
i)
[ 2]
j)
Very dissatisfied
[ 1]
97. Please give suggestion for improvement for service delivery by KCAA.
………………………………………………………………………………………………………………………………………………………
………………………………………………………………………………………………………………………………………………………
………………………………………………………………………………………………………………………………………………………
………………………………………………………………………………………………………………………………………………………
……..
Page | 108
APPENDIX V: AVIATION TRAINING ORGANIZATIONS Research Tool
Introduction:
helping to improve services offered within aviation training institutions and aviation industry
as a whole. This questionnaire will take approximately 10 minutes to complete, kindly allow
us your time to ask you a few questions.
1. Name of institution …………………………………………………………………………………………………
2. Town/city ………………………………………………………………………………………………………………
Please tick as appropriate.
3. Is the institution private or public
Private [ 1 ]
Public [ 2 ]
4. Are you aware of whether the institution is approved by Kenya Civil Aviation Authority
(KCAA)?
Yes
[1]
No
[2 ]
5. Are you a student or member of staff
Yes
[ 1 ] No
[2 ]
6. If a student, are you currently a student or alumnae?
Current Student
[1 ]
Alumnae
[2 ]
7. Name the course that you took/are pursuing/instructing: Please tick the category of the
course taken (MULTIPLE RESPONSES ALLOWED);
a) Air Traffic control courses
[1 ]
b) Aeronautical Information courses
c) Engineering courses
[2 ]
[3 ]
d) Bachelor of Business Management
[4 ]
e) Executive Master of Business Aviation (EMBA)
[5 ]
f) Aviation Security courses
[6 ]
g) IATA courses
[ 7]
h) Others (please specify)………………………………………………………
Page | 109
Page | 110
5
N/A
2
3
4
5
N/A
1
2
3
4
5
N/A
1
2
3
4
5
N/A
m) Surveillance of ATOs
1
2
3
4
5
N/A
n) Any Other Specify
1
2
3
4
5
N/A
Very
Satisfied
Neither
2
3
i)
1
2
j) Approval of ATOs
1
k) Inspection of ATO facilities
l)
Inspection of ATOs
Approval of ATO facilities
Applicable
4
1
Not
3
h) ATO certification regulations
Dissatisfied
Very
5
Service
Satisfied
4
Satisfied
Dissatisfied
Dissatisfied
nor
8. Please tell me how satisfied you are with the following ATO certification services
N/A
9. Overall, what would you say is your satisfaction with ATO certification in KCAA?
k) Very satisfied
l)
[5]
Slightly satisfied
[4]
m) Neither satisfied nor dissatisfied
[3]
n) Slightly dissatisfied
[2]
o) Very dissatisfied
[1]
………………………………………………………………………………………………………………………………………………………
………………………………………………………………………………………………………………………………………………………
………………………………………………………………………………………………………………………………………………………
………………………………………………………………………………………………………………………………………………………
……..
11. Please rate the levels of satisfaction of the following facilities/service(s) at the institution
Applicable
1
Not
2
Dissatisfied
Very
3
Dissatisfied
4
Satisfied
Neither
5
Satisfied
a) Quality and relevance of courses
Satisfied
Facility/service(s)
Very
nor
(tick as appropriate)
N/A
Page | 111
b) Training simulators, equipment and materials
5
4
3
2
1
N/A
c) Qualified Instructors
5
4
3
2
1
N/A
d) Library services
5
4
3
2
1
N/A
e) Classrooms and Conferencing facilities
5
4
3
2
1
N/A
f) Presentation of certificates
5
4
3
2
1
N/A
g) Catering services
5
4
3
2
1
N/A
h) Conducive environment for learning
5
4
3
2
1
N/A
i)
5
4
3
2
1
N/A
j) General security at the institution
5
4
3
2
1
N/A
k) First Aid and Health facilities
5
4
3
2
1
N/A
l)
5
4
3
2
1
N/A
5
4
3
2
1
N/A
5
4
3
2
1
N/A
Facilitation of events
Extra Curricula activities
m) Students welfare
n) Complaints handling
12. Are you aware of oversight visits by any KCAA official to this training institution?
a) Yes
[1]
b) No
[2 ]
c) Not aware they are supposed to visit
[ 3]
13. Have you ever encountered any incidences of corruption recently while trying to get
services from KCAA?
e) Yes
[1 ]
f) No
[2 ]
i)
Within the past 6 months
[1 ]
k) In the last 2 years
[3 ]
j)
In the last 1 years
[ 2]
l)
[4 ]
Can‟t remember
15. Overall, what would you say is your satisfaction with the Institution?
a) Very satisfied
[4 ]
[5 ]
c) Moderately satisfied
[3 ]
[2 ]
[ 1]
16. In your opinion, what should the training institutions do to enhance service delivery in
the aviation industry
Page | 112
…………………………………………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………………………………………
……………………………………………………………………………………………………
Page | 113
APPENDIX VI: Airport & Airline Research Tool
Section 1A: General Information
Co
104. Purpose of your being at the
de
airport?
Male
1
Passenger
1
Female
2
Client to a service provider
2
102. In which of the following
Co
Airline Staff
3
age brackets do you fall in?
de
KAA Staff/ Airport Management
4
Less than 18 years old
1
Service provider at the airport
5
105. If you are a service provider
Code
101. What is your Gender?
2
18-29 years
(4)
above
kindly
Code
tick/circle
services provided
30-39 years
3
Taxi services
1
40-49 years
4
Restaurant Services
2
50-59 years
5
Duty free/Gift shops
3
Cleaning Services
4
Customs Services
5
Immigration Services
6
7
60 years and above
103. Name of Airport/Airstrip
6
Co
de
Jomo Kenyatta Int. Airport
1
Tourist/Hotel Information
Wilson Airport
2
Any
other
(please
specify)
8
…………………….
Moi Int. Airport
3
106. When is the last time you
Code
sort airport services?
Malindi Airport
4
Less than one week
1
Kisumu Airport
5
One to three weeks Ago
2
Eldoret Airport
6
One Month Ago
3
Page | 114
Lokichogio Airport
7
2 to 3 months ago
4
Ukunda Airstrip
8
More than 3 months ago
5
Manda Airstrip
9
Can‟t remember
6
Wajir Airport
10
Not Applicable
7
Other (specify)……………………………………
11
SECTION 1B: FREQUENCY OF USE OF AIRLINE SERVICES
On a scale of 1 to 5, 1 being never and 5 always, kindly tick or circle appropriately how
Not
1
2
3
4
5
N/A
108
Passenger Non-scheduled flights
1
2
3
4
5
N/A
109
Cargo Scheduled Flights
1
2
3
4
5
N/A
110
Cargo Non-Scheduled Flights
1
2
3
4
5
N/A
111
Public airlines
1
2
3
4
5
N/A
112
Private airlines
1
2
3
4
5
N/A
113
Local airlines
1
2
3
4
5
N/A
114
International Airlines
1
2
3
4
5
N/A
e
Always
Applicabl
Sometim
Passenger Scheduled flights
ly
Rarely
107
Assessment Areas
es
Never
Frequent
frequently you use the following airline services, if not applicable tick or circle N/A.
Section 2: CONSUMER LEVELS OF SATISFACTION
This section focuses on your Satisfaction levels and experiences at the various contact
service delivery points within the airport facilities. On the scale of 1-5 where 5 is extremely
satisfied and 1 is least satisfied, please rate your satisfaction level with airlines in the
following services. If you have not experienced any of the services mentioned you are free
Dissatisfied
Neither Satisfied
Satisfied
Very Satisfied
Not Applicable
201
1
2
3
4
5
N/A
202
1
2
3
4
5
N/A
Nor Dissatisfied
Assessment Areas
Very Dissatisfied
to say so not applicable (N/A).
Page | 115
203
Courtesy
and
helpfulness of airport 1
2
3
4
5
N/A
helpfulness
security staff
204
Courtesy
and
of
airport
1
2
3
4
5
N/A
security staff
205
1
2
3
4
5
N/A
206
1
2
3
4
5
N/A
207
1
2
3
4
5
N/A
208
Arrival assistance
1
2
3
4
5
N/A
209
Efficiency check in staff
1
2
3
4
5
N/A
210
1
2
3
4
5
N/A
211
Availability & comfort of Lounge facilities
1
2
3
4
5
N/A
1
2
3
4
5
N/A
&
1
2
3
4
5
N/A
Cleanliness and presentation of waiting
1
2
3
4
5
N/A
in waiting areas
212
Availability of Seats in waiting area
213
Standard
of
meals
at
restaurant
eateries
214
areas
215
1
2
3
4
5
N/A
216
1
2
3
4
5
N/A
217
1
2
3
4
5
N/A
SECTION 3: Customer Complaints
301 A Have you ever had a reason to complain about services at the airport?
a) Yes
[ 1 ] b) No [ 2 ]
If yes,
302 B What was the nature of the complaint?
…………………………………………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………………………………………
……
303 C By what means did you report?
m) Telephone
[ 1]
Page | 116
n) Physically reported it to the officer [ 2 ]
o) Post
[ 3]
p) Fax/email
[ 4]
q) Did nothing about it
[ 5]
304 D. Are you satisfied with the way the complaint was addressed?
a) Yes
[1]
b) No [ 2 ]
305 E. If your answer is NO above, please explain why?
……………………………………………………………………………………………………………………………………………
……………………………………………………………………………………………………………………………………………
…………………………………………………………………….…………………………
306 F. How long did it take before the complaint was addressed?
m) Within hours
[ 1]
q) In one month
n) Within the same day
[ 2]
r) It was never addressed
o) In one week time
[ 3]
[ 6]
p) In two weeks‟ time
[4 ]
[ 5]
SECTION 4: OVERALL SATISFACTION
401A. Overall, what would you say is your satisfaction with service delivery and/or
experience with conducting business within Kenyan airport(s)?
f) Very satisfied
[ 5]
[ 4]
[ 3]
i)
[ 2]
j)
Very dissatisfied
[1 ]
401B. what recommendations would you suggest to improve service delivery within the
Airports to all stakeholders?
………………………………………………………………………………………………………………………………………………………
………………………………………………………………………………………………………………………………………………………
………………………………………………………………………………………………………
Page | 117
APPENDIX VII: Access to public services from KCAA
conduct baseline surveys which will measure levels of satisfaction in accessing services from
KCAA. You‟ve been selected to take part in the survey and the information you will provide
will be treated with strict confidence and will only be used for the purpose of the survey.
This questionnaire will take approximately 5 minutes to complete.
SECTION 1: General Information; (Kindly tick or circle appropriately)
100.
What is your gender?
Code
103. What
category
is
your
Code
profession?
Male
1
Public sector
1
Female
2
Private Sector Staff
2
102. What is your age bracket?
Non-Government
Organizations
(
4
Code
NGOs)
Less than 18 years old
1
Contractor/Consultant
5
18-29 years
2
Student
6
30-39 years
3
Unemployed
7
4
40-49 years
50-59 years
5
60 years and above
6
Any
other
8
(specify)……………………………………
SECTION 2:
This section aims at assessing various aspects of accessing services offered by KCAA. Kindly
tick or circle your response as appropriate. Kindly Indicate your levels of satisfaction (on a
scale of 1-5 where 1 is very dissatisfied and 5 is very satisfied) with the following aspects of
service delivery at KCAA as listed below.
Code
Assessment
Very
Aspects
Dissatisfied
Dissatisfied
Neither
satisfied
Satisfied
Very
satisfied
nor
dissatisfied
Page | 118
202
Accessibility
of
1
2
3
4
5
of
1
2
3
4
5
1
2
3
4
5
1
2
3
4
5
1
2
3
4
5
1
2
3
4
5
1
2
3
4
5
KCAA offices
203
Handling
clients
204
Timely
Response
to
client‟s queries,
needs
and
expectations
205
Availability
of
KCAA Personnel
207
Articulation and
execution
of
KCAA mandate
208
Courtesy
of
staff
209
Professionalism
and Integrity of
Staff
210. Overall, what would you say is your satisfaction with the accessing quality and efficient
services at KCAA?
a. Very satisfied
b. Slightly satisfied
[5]
[4]
c. Neither satisfied nor dissatisfied
[3]
d. Slightly dissatisfied
e. Very dissatisfied
[2]
[1]
………………………………………………………………………………………………………………………………………………………
………………………………………………………………………………………………………………………………………………………
………………………………………………………………………………………………………………………………………………………
………………………………………………………………………………………………………………………………………………………
Page | 119
………………………………………………………………………………………………………………………………………………………
………………………………………………………………………………………………………………………………………………………
………………………………………………………………………………………
Thanks for your participation.
Page | 120

- Kenya Civil Aviation Authority

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