| dc.description.abstract | The study investigated the impact of digital transformation capabilities on organizational
performance in Kenya's aviation industry, with a specific focus on Kenya Airways Limited.
Against the backdrop of challenges faced by Kenya Airways, including increased operating
costs, decreased load factors, and customer complaints, the research aimed to fill existing gaps in
the literature related to the aviation industry in Kenya. The main purpose was to explore the
relationship between digital transformation capabilities and organizational performance. The
study objectives included establishing the effect of digital maturity assessment, flexibility, digital
leadership, and customer experience capabilities on Kenya Airways' performance. Building on
prior research gaps identified in studies on the impact of digital transformation in various
industries, the study aimed to contribute to the understanding of how digital transformation
capabilities can enhance organizational performance in the context of the aviation sector in
Kenya. The research was guided by the Balanced Scorecard Theory, Contingency Theory of
Management, and Technology Acceptance Model. The significance of the study lay in providing
valuable insights for Kenya Airways, the broader aviation industry in Kenya, and the African
region. The research adopted an explanatory and cross-sectional research design. The study
targeted senior management, business managers, and functional managers within Kenya
Airways, with a total population of 74 individuals. A census approach was employed, including
all 74 respondents in the sample. Data collection utilized a semi-structured questionnaire. A pilot
test involving 7 purposively selected deputy/assistant heads of departments assessed the
reliability and validity of the questionnaire. To enhance reliability, Cronbach's Alpha Reliability
test was employed, with a threshold of 0.70 considered acceptable. Construct, predictive, and
content validity were scrutinized through expert evaluations, literature reviews, and feedback
from supervisors. The research was conducted at the offices of Kenya Airways on Airport North
Road, Embakasi, Nairobi City County. Data analysis involved descriptive statistics (mean,
frequencies, percentages) and inferential statistics (correlation, regression) using SPSS version
26. Assumptions of the multiple regression model were tested through diagnostic tests, including
normality, heteroscedasticity, autocorrelation, and multicollinearity assessments. Ethical
considerations included obtaining approvals from African Nazarene University and permits from
the National Council for Science Technology and Innovation (NACOSTI). Confidentiality and
anonymity of participants were ensured, and due credit was given to others' research work. The
study highlights strengths in operational efficiency, digital maturity, flexibility, and customer
experience, demonstrating the airline's commitment to excellence and strategic adaptation.
However, areas for improvement include consistency in service standards, alignment of digital
strategies, and further development of digital leadership. Regression analysis shows that digital
maturity, flexibility, and customer experience significantly predict organizational performance,
suggesting areas for enhancement. Further studies are suggested to track performance trends,
explore employee perspectives, analyze customer segmentation, and examine the impact of
external factors. Overall, the findings emphasize the importance of continuous improvement to
sustain Kenya Airways' competitiveness and reputation in the aviation industry. | en_US |
