CONSUMER SATISFACTION SURVEY REPORT

CONSUMER SATISFACTION SURVEY REPORT December 2016

TABLE OF CONTENTS PAGE LIST OF ABBREVIATIONS... V EXECUTIVE SUMMARY... VI CHAPTER ONE: INTRODUCTION... 1 1.1 BACKGROUND... 1 1.2 OBJECTIVE OF THE ASSIGNMENT... 1 1.3 SCOPE OF THE ASSIGNMENT... 3 CHAPTER TWO: METHODOLOGY... 4 2.1 SURVEY DESIGN... 4 2.2 POPULATION AND SAMPLING... 4 2.3 MEETING WITH THE CLIENT... 5 2.4 LITERATURE REVIEW... 5 2.5 DEVELOPMENT OF DATA COLLECTION TOOLS... 5 2.6 TRAINING OF RESEARCH ASSISTANTS... 5 2.7 QUESTIONNAIRE ADMINISTRATION... 6 2.8 DATA ANALYSIS... 6 CHAPTER THREE: SURVEY FINDINGS... 7 3.1 RESPONSE RATE... 7 3.2 RESPONDENTS DEMOGRAPHIC DATA... 8 3.2.1 Distribution by Interaction with KCAA in the last One Year... 8 3.2.2 Distribution of Respondents by Frequency of Interaction with KCAA... 8 3.2.3 Distribution of Respondents by Interaction with KCAA Across Departments... 9 3.3 OVERALL CONSUMER SATISFACTION INDEX... 10 3.4 CONSUMER SATISFACTION WITH KCAA SERVICES... 10 3.4.1 DIRECTORATE OF AVIATION SECURITY STANDARDS AND SAFETY REGULATIONS... 11 3.4.2 DIRECTORATE OF AIR NAVIGATION SERVICES... 23 3.4.3 EAST AFRICAN SCHOOL OF AVATION... 28 3.4.4 CORPORATE DIRECTORATE SERVICES... 29 3.5 CONSUMER SATISFACTION WITH AIRPORT SERVICES... 30 3.6 CONSUMER SATISFACTION WITH AIRLINES SERVICES... 31 3.7 CONSUMER SATISFACTION WITH AVIATION TRAINING ORGANIZATIONS SERVICES... 31 3.7.1 Overall Satisfaction Index... 31 3.7.2 Satisfaction with Services/Facilities Offered by ATOs... 32 3.7.3 Satisfaction with Depth and Coverage of Courses Offered by ATOs... 32 3.8 CONSUMER SATISFACTION WITH AIRCRAFT MAINTENANCE ORGANIZATIONS SERVICES 33 3.9 CONSUMER SATISFACTION WITH SERVICE PROVIDERS AT AIRPORTS... 33 3.10 GOVERNMENT AND INTERNATIONAL ORGANIZATIONS SATISFACTION... 34 3.11 SUPPLIERS SATISFACTION... 35 3.10.1 Suppliers Overall Satisfaction Index... 35 3.10.2 Suppliers Satisfaction with Communication... 35 3.10.3 Suppliers Satisfaction with KCAA Procurement Process... 36 3.10.4 Suppliers Satisfaction with KCAA Contract Management... 36 3.10.5 Suppliers Satisfaction with KCAA Payment Process... 37 i

3.12 COMPLAINT HANDLING PROCESS... 37 3.11.1 Cases of Complaints Regarding Service Delivery... 37 3.11.2 Registration of Complaints... 41 3.11.3 Redress of Complaints... 42 3.11.4 Period of Handling Complaints... 43 3.11.5 Satisfaction with Complaint Handling Process... 43 CHAPTER FOUR: DISCUSSION OF FINDINGS AND RECOMMENDATIONS... 44 4.1 KCAA SERVICE DELIVERY... 44 4.2 COMMUNICATION... 45 4.3 COMPLAINT HANDLING PROCESS... 46 4.4 PROCUREMENT PROCESS... 46 4.5 INDUSTRY SERVICE PROVIDERS... 47 APPENDICES... 48 APPENDIX 1: PILOTS QUESTIONNAIRE SUMMARY... 48 APPENDIX 2: GROUND HANDLERS QUESTIONNAIRE SUMMARY... 50 APPENDIX 3: CABIN CREW QUESTIONNAIRE SUMMARY... 50 APPENDIX 4: AMOS AND ENGINEERS QUESTIONNAIRE SUMMARY... 51 APPENDIX 5: ATOS QUESTIONNAIRE SUMMARY... 52 APPENDIX 6: ATOS STAFF QUESTIONNAIRE SUMMARY... 53 APPENDIX 7: AIR OPERATORS QUESTIONNAIRE SUMMARY... 54 APPENDIX 8: ANS AND METEOROLOGY OFFICERS QUESTIONNAIRE SUMMARY... 55 APPENDIX 9: SERVICE PROVIDERS AT THE AIRPORT QUESTIONNAIRE SUMMARY... 56 APPENDIX 10: STUDENTS QUESTIONNAIRE SUMMARY... 57 APPENDIX 11: FLYING PUBLIC QUESTIONNAIRE SUMMARY... 58 APPENDIX 12: GOVERNMENT AND INTERNATIONAL ORGANISATIONS QUESTIONNAIRE SUMMARY... 59 APPENDIX 13: SUPPLIERS QUESTIONNAIRE SUMMARY... 60 APPENDIX 14: CONSUMERS COMMENTS... 61 ii

List of Tables Table 1: Survey Sample Size... 4 Table 2: Consumer Response Rate... 7 Table 3: Overall Consumer Satisfaction Index... 10 Table 4: Consumer satisfaction with Aviation Security Services... 17 Table 5: Consumer Satisfaction with Quality of Aerodrome, ANS and Meteorology Services... 18 Table 6: Consumer Satisfaction with Speed of Aerodrome, ANS and Meteorology Services... 18 Table 7: Consumer Satisfaction with Airworthiness Services... 19 Table 8: Consumer Satisfaction with Speed of Airworthiness Certification Services... 19 Table 9: Consumer Satisfaction with Quality of Flight Operations Services... 20 Table 10: Consumer Satisfaction with Speed of Flight Operations Services... 20 Table 11: Consumer Satisfaction with Quality of Air Transport Services... 21 Table 12: Consumer Satisfaction with Speed of Air Transport Services... 21 Table 13: Consumer satisfaction with Quality of Personnel Licensing Services... 22 Table 14: Consumer satisfaction with Speed of Personnel Licensing Services... 23 Table 15: Consumer Satisfaction with Quality of Air Traffic Management Services... 24 Table 16: Consumer Satisfaction with Speed of Air Traffic Management Services... 25 Table 17: Consumer Satisfaction with Quality of Aeronautical Information Services... 25 Table 18: Consumer Satisfaction with Speed of Aeronautical Information Services... 26 Table 19: Consumer Satisfaction with Quality of Communication, Navigation and Surveillance Services... 27 Table 20: Consumer Satisfaction with Speed of Communication, Navigation and Surveillance Services... 27 Table 21: Consumer Satisfaction with Services/Facilities Offered by EASA... 28 Table 22: Consumer Satisfaction with Depth and Coverage of Courses offered by EASA... 29 Table 23: Consumer Satisfaction with Airport Services... 30 Table 24: Consumer Satisfaction with Airlines Services... 31 Table 25: Consumer Satisfaction with Services/Facilities offered by ATOs... 32 Table 26: Consumer Satisfaction with Depth and Coverage of Courses offered by ATOs... 32 Table 27: Consumer Satisfaction with Services Offered at the Airports... 33 Table 28: Supplier Satisfaction with Communication... 35 Table 29: Supplier Satisfaction with KCAA Procurement Process... 36 Table 30: Supplier Satisfaction with KCAA Contract Management... 36 Table 31: Supplier Satisfaction with KCAA Payment Process... 37 List of Figures Figure 1: Consumer Interaction with KCAA in the Last One Year... 8 Figure 2: Consumer Frequency of interaction with KCAA... 8 Figure 3: Consumer Interaction with KCAA departments... 9 Figure 4: Overall Satisfaction Index with KCAA... 10 Figure 5: Consumer Satisfaction Index with KCAA Services... 11 Figure 6: Consumer Satisfaction Index with DASSR Services... 12 Figure 7: Consumer Readership of Kenya Civil Aviation Regulations... 12 Figure 8: Consumer Assessment of Adequacy of Kenya Civil Aviation Regulations... 13 Figure 9: Consumer Assessment of Adequacy of Kenya Civil Aviation Guidance Materials... 14 Figure 10: Consumer Assessment of Adequacy of Kenya Civil Aviation Guidance Materials... 14 Figure 11: Consumer Awareness of National Aviation Security Program... 16 Figure 12: Consumer Assessment of Adequacy of National Aviation Security Program... 16 iii

Figure 13: Consumer Satisfaction Index with DAN Services... 23 Figure 14: Consumer Satisfaction Index with EASA Services... 28 Figure 15: Consumer Satisfaction with Corporate Directorate Services... 30 Figure 16: Consumer Satisfaction with ATOs Services... 32 Figure 17: Consumer Satisfaction with AMOs Services... 33 Figure 18: Government and International Organisations Satisfaction Indices... 34 Figure 19: Suppliers Factor Satisfaction Indices... 35 Figure 20: Consumer with Reason to Complaint about Service Delivery in KCAA... 37 Figure 21: Consumer with Reason to Complaint about Service Delivery in the Aviation Industry... 38 Figure 22: Consumer Registration of Complaints about Service Delivery by KCAA... 41 Figure 23: Consumer Registration of Complaints about Service Delivery by other Aviation Industry Players... 41 Figure 24: Consumer Assessment of Redress of Complaints by KCAA... 42 Figure 25: Consumer Assessment of Redress of Complaints by other Aviation Industry Players... 42 Figure 26: Consumer Rating of Length of Addressing Complaints... 43 Figure 27: Consumer Satisfaction with Complaints Handling Process... 43 iv

LIST OF ABBREVIATIONS AIP _ Aeronautical Information Publication AMOs _ Aircraft Maintenance Organizations ANS _ Air Navigation Services AOC _ Air Operator Certificate ATC _ Air Traffic Control ATOs _ Aviation Training Organizations EASA _ East African School of Aviation DANS _ Directorate of Air Navigation Services DASSR _ Directorate of Aviation Safety and Regulations DG _ Director General DME _ Distant measuring equipment FIR _ Flight Information Region FOC _ Foreign Operator Certificate HF _ High Frequency IATA _ International Air Transport Association ICAO _ International Civil Aviation Organization ICT _ Information Communication Technology ILS _ Instrument Landing System JKIA _ Jomo Kenyatta International Airport KAA _ Kenya Airports Authority KCAA _ Kenya Civil Aviation Authority NDB _ Non Directional Beacon PEL _ Personnel Licensing SARPs _ Standards and Recommended Practices SPSS _ Statistical Package for Social Sciences VDF _ VHF direction of finding station VHF _ Very High Frequency VOR _ VHF Anti-Directional radio range v

EXECUTIVE SUMMARY Kenya Civil Aviation Authority (KCAA) was established on 24th October 2002 by the Civil Aviation (Amendment) Act, 2002 with the primary functions being regulation and oversight of aviation safety & security, economic regulation of air services and development of civil aviation, provision of air navigation services and training of aviation personnel. KCAA is committed to continuous improvement in provision of quality service to meet the evolving needs of consumers. Towards this, KCAA sought to carry out a consumer satisfaction survey that would assess the perception of the level and quality of service delivery and identify gaps that would require dealing with to enhance quality service delivery. The survey established that the overall satisfaction with the aviation industry was 74.3%, satisfaction with KCAA services was 76.4% while satisfaction with industry service providers was 72.3%. The survey identified areas of gaps that KCAA and the industry service providers need to deal with to improve service delivery. To address the issues identified the following recommendations are proposed: (a) Service Delivery i. The Authority should improve on testing and approval of aviation security programmes, and carrying out of aviation security audits to make them more efficient and effective. ii. The civil aviation regulations and guidance materials should be reviewed to make them more specific to the nature of operations especially for non-commercial operations and small airline operators. iii. KCAA to strengthen monitoring of service delivery to ensure adherence to the commitments in the service charter. iv. KCAA should also sensitize consumers on their obligations to eliminate delays caused by consumers failure/delay in providing required information. vi

(b) Communication i. KCAA should enhance feedback on enquiries by introducing a system to keep details on enquiries/request for information and track response to the same. ii. Undertake training of consumer service management to enable them to be resourceful in dealing with enquiries. iii. KCAA to update its website to make it easy for consumers to access information. (c) Complaint Handling Process i. Provide timely feedback to consumers on the progress in handling complaints lodged. ii. Strengthen the complaints handling system with a view to resolving complaints in a prompt and effective manner. In addition, the Authority should provide a follow-up mechanism that tracks complaints lodged in all departments and progress towards their redress indicating those that have been escalated upwards. (d) Procurement Process i. Strengthen contract management to ensure adequate management and value for money of all contracts awarded. ii. Ensure procurement issues raised by suppliers during the procurement process are adequately addressed. (e) Service Providers in the Aviation Industry i. Improve on the security screening process to reduce congestion at the airports. ii. Train staff especially security and flight officers on customer management to enable them deal with customer issues effectively. iii. Provide a mechanism for lodging complaints and sensitise consumers on the same. vii

CHAPTER ONE INTRODUCTION 1.1 BACKGROUND Kenya Civil Aviation Authority (KCAA) was established on 24th October 2002 by the Civil Aviation (Amendment) Act, 2002 with the primary functions being regulation and oversight of aviation safety & security, economic regulation of air services and development of civil aviation, provision of air navigation services and training of aviation personnel. KCAA is guided by the provisions of the Convention on International Civil Aviation, related ICAO Standards and Recommended Practices (SARPs), the Kenya Civil Aviation Act, 2013 and the Civil Aviation Regulations. Vision To be a model of excellence in civil aviation. Mission To develop, regulate and manage a safe, efficient and effective civil aviation system in Kenya. 1.2 OBJECTIVE OF THE ASSIGNMENT The objective of the survey was to assess the level of consumer satisfaction with KCAA and the aviation industry services. The specific objectives of the survey were: 1. Determine the overall satisfaction level of the aviation industry by: a) Kenya Civil Aviation Authority (KCAA) as the industry regulator through the Directorate of Aviation Safety and Regulations (DASSR) and as the service provider through the Directorate of Air Navigation Services (DANS) and Directorate of East African School of Aviation (DEASA); b) Kenya Airports Authority (KAA) as the operator of airports and associated facilities; c) Domestic, regional and international airlines operators as the major service providers in direct contact with the flying public; d) Aviation Training Organizations (ATOs) including East African School of Aviation (EASA) as the custodians of professional knowledge and ethics required in the industry; 1

e) Aircraft Maintenance Organizations (AMOs) responsible for the maintenance and safe operations of aircraft and allied equipment; f) Professional aviation organizations and associations such as: i. Kenya Association of Air Operators (KAAO); ii. Kenya Air Traffic Controllers Association (KATCA); iii. Aeronautical Society of Kenya (AeSK); iv. Airports Operators Committees (AOCs); v. Kenya Airlines Pilots Association (KALPA); vi. Kenya Aeronautical Information Services Officers Association (KAISOA); vii. Kenya Aeronautical Communications Officers Associations (KACOA); viii. Kenya Aeronautical Telecommunication Engineers Association (KATEA); and ix. Aero Club of East Africa. g) Travel agents; h) Taxi services at airports; i) Kenya Tourism Board; j) Ministry of Transport; k) ICAO Nairobi office; and l) Other service providers and relevant consumer organisations 2. Determine in particular, the consumers perception and satisfaction levels with the services offered by the industry regulator and service providers. 3. Determine how the provision of quality services can be achieved to corporate consumers and the industry in general. 4. Identify shortcomings in service provision and provide recommendations on improvement of service delivery by the industry regulator and service providers. 2

1.3 SCOPE OF THE ASSIGNMENT The scope of the survey was as follows: i Identification of contact points in various departments, timings and access to information (in KCAA headquarters, EASA, JKIA, Wilson, Kisumu, Eldoret, Mombasa and Malindi Airports) and to relevant population samples of consumers, service providers and stakeholders; ii Determining the overall aviation industry consumer satisfaction level; iii Developing consumer satisfaction levels for KCAA (including the 3 directorates of ANS, ASSR and EASA), other service providers and stakeholders; iv Determining how provision of quality services can be achieved to corporate consumers and the industry in general; v Identifying shortcomings in service provision and provide recommendations on improvement of service delivery by the industry regulator and service providers; and vi Preparation of a comprehensive report detailing methodology, determination of findings and recommendations in a format to be developed consultatively develop the survey tools covering broad aspects of aviation services and service delivery methods by service providers; vii Presenting the findings to KCAA management and at a public forum. 3

CHAPTER TWO METHODOLOGY 2.1 SURVEY DESIGN In carrying out the consumer satisfaction survey, both quantitative and qualitative approaches were adopted. The methodology entailed identification of KCAA consumers and various satisfaction variables, development and review of data collection tools, administration of questionnaires to the various categories of consumers, analysis of data and preparation of the report. 2.2 POPULATION AND SAMPLING The survey targeted all KCAA and aviation industry consumers and stakeholders. A representative sample was selected from each group of respondents for purposes of conducting the survey. Sampling for each group of respondents was carried out to ensure adequate representation of the population. The sample size for each consumer category is presented in Table 1. Category Pilots, Ground handlers, Maintenance engineers, Flight officers, Safety and security officers, Cargo Handlers, Air Traffic Controllers, Aeronautical Information Officers, Aeronautical Communication Officers, Aeronautical Telecommunication Engineers and KCAA Staff. Approximate Sample size AMOs &ATOs 65 Institutions operating in the industry: Airline operators (Domestic & International) 68 Travel agents 40 Taxi services providers at airports 40 Restaurants 30 Forex bureaus and duty free shops 30 Professional Aviation Organizations and Associations 9 Government and international institutions 3 Suppliers 30 Students 200 Flying public 500 Total 1,515 Table 1: Survey Sample Size 500 4

2.3 MEETING WITH THE CLIENT The Consultants held meetings with the KCAA team to chart the way forward in undertaking the assignment. The Consultants obtained relevant information and literature that informed the survey process. 2.4 LITERATURE REVIEW A number of documents were reviewed to obtain information that was used in drafting data collection instruments for the survey. The documents included the following: i. The KCAA Consumer Service Charter; ii. ANS Service Charter; iii. DASSR Service Charter; iv. Corporate Directorate Service Charter; v. Fees and Charges; vi. Previous consumer satisfaction survey report; and vii. List of Aviation industry consumers. 2.5 DEVELOPMENT OF DATA COLLECTION TOOLS Questionnaires were developed for different consumer categories to facilitate data collection. Development of the questionnaires involved review of documents, discussions with KCAA, design of draft questionnaires, review by KCAA and updating of questionnaires. The questionnaires utilized both closed-ended and open-ended questions. A five-point Likert scale was used for the closed ended questions. 2.6 TRAINING OF RESEARCH ASSISTANTS To ensure accuracy in data collection, research assistants were trained on the approach to be used during data collection and content of the data collection tools. 5

2.7 QUESTIONNAIRE ADMINISTRATION Questionnaires were administered to various consumer categories at various service points including work offices and the airports. The purpose of the survey was explained to the respondents after which they completed the questionnaires. 2.8 DATA ANALYSIS The completed questionnaires were inspected for completeness, coded and the data keyed into Statistical Package for Social Sciences (SPSS) version 23. Descriptive statistics including frequency, percentages and proportions were used in the analysis of the data. Various consumer satisfaction indices were computed based on how various attributes under study were rated by the respondents. Further, cross tabulation by various factors was undertaken to identify satisfaction levels across different aspects. Content analysis was used to analyze qualitative information collected in the survey. This was used to support the results of quantitative analysis in drawing conclusions and recommendations. 6

3.1 RESPONSE RATE CHAPTER THREE SURVEY FINDINGS Out of the 1,515 targeted respondents, 1,217 completed the questionnaire, representing a response rate of 80%. The response rate was considered statistically representative thus further analyses were undertaken. The response rates for the consumer categories were as depicted in Table 2. Category Approximate Sample size Number of respondents Response rate Pilots, Ground handlers, Maintenance engineers, Flight officers, Safety and security officers, Cargo Handlers, Air Traffic Controllers, Aeronautical Information Officers, Aeronautical Communication Officers, Aeronautical Telecommunication Engineers and KCAA staff 500 401 80% AMOs &ATOs 65 45 69% Institutions operating in the Airports 208 161 77% Government and international institutions 3 2 67% Suppliers 30 22 73% Students 200 156 78% Flying public 500 430 86% Total 1,515 1,217 80% Table 2: Consumer Response Rate 7

3.2 RESPONDENTS DEMOGRAPHIC DATA The demographic data of the consumer respondents was as follows: 3.2.1 Distribution by Interaction with KCAA in the last One Year Out of the respondents who participated in the survey, 60% had interacted with KCAA in the past 1 year as illustrated in Figure 1. 3% 37% 60% Interacted with KCAA Not interacted with KCAA Not indicated Figure 1: Consumer Interaction with KCAA in the Last One Year 3.2.2 Distribution of Respondents by Frequency of Interaction with KCAA Most of the respondents (29%) indicated they interact with KCAA at least daily, followed by those who interact with KCAA at monthly at 26% then those who interact with KCAA for at least weekly at 24% as presented in Figure 2. 30% 25% 29% 24% 26% 20% 15% 11% 10% 5% 0% 6% 4% Figure 2: Consumer Frequency of interaction with KCAA 8

3.2.3 Distribution of Respondents by Interaction with KCAA Across Departments The respondents had interacted with various departments of as shown in Figure 3. Aviation security 14% Personel licensing Flight Operations Air Transport 10% 10% 10% Airworthiness 8% Aerodrome,ANS,and Meteorology 7% Engineering services Aviation consumer protection Air Traffic Management services 6% 6% 6% Aeronautical Information Services 5% Human Resource 4% Procurement Division Finance 3% 3% East African School of Aviation Corporate Communications 2% 2% Internal Audit & Review ICT Corporation Secretary Corporate planning 1% 1% 1% 1% 0% 2% 4% 6% 8% 10% 12% 14% Figure 3: Consumer Interaction with KCAA departments 9

3.3 OVERALL CONSUMER SATISFACTION INDEX The overall Consumer Satisfaction Index (CSI) was 74.3%. Consumer satisfaction with KCAA services was 76.4% while satisfaction with industry service providers was 72.3% as shown in Table 3. Services Satisfaction Index Overall Satisfaction Index for KCAA Services 76.4% Service Providers: ATOs Services 76.3% AMOs Services 72.4% Airport Services 71.5% Airline Services 70.9% Service Providers at the Airports 70.2% Overall Satisfaction index for Service Providers 72.3% Overall Consumer Satisfaction Index 74.3% Table 3: Overall Consumer Satisfaction Index 3.4 CONSUMER SATISFACTION WITH KCAA SERVICES The overall satisfaction with KCAA as rated by all customer categories was 76.4% as shown in Figure 4. Overall Satisfaction with KCAA Services 76.4% Suppliers Satisfaction with KCAA 83.4% Government and International Organisations satisfaction with KCAA 72.3% Consumers 73.4% 66.0%68.0%70.0%72.0%74.0%76.0%78.0%80.0%82.0%84.0% Figure 4: Overall Satisfaction Index with KCAA 10

The overall satisfaction with KCAA services offered through the four directorates was 73.4% as shown in Figure 5. Overall Satisfaction with KCAA Services 73.4% Directorate of Air Navigation Services 78.0% Directorate of Aviation Safety and Security Regulations 72.5% East African School of Aviation 74.5% Corporate Directorate 68.7% 64.0% 66.0% 68.0% 70.0% 72.0% 74.0% 76.0% 78.0% Figure 5: Consumer Satisfaction Index with KCAA Services The findings indicate that Air Navigation services were rated as the most satisfying at 78% followed by East African School of Aviation at 74.5%. 3.4.1 DIRECTORATE OF AVIATION SECURITY STANDARDS AND SAFETY REGULATIONS 3.4.1.1 Overall Satisfaction Index Directorate ensures aviation safety, security oversight, and undertakes economic regulation of the industry. The Directorate discharges its functions through departments. The overall satisfaction index for DASSR services was 73.5% as shown in Figure 6. 11

DASSR Overall Satisfaction Index 72.5% Personnel Licensing 75.7% Flight Operations 65.2% Airworthiness 74.0% Air Transport 71.0% Aerodrome, ANS and Meteorology 75.7% Aviation Security Services 73.3% 58.0% 60.0% 62.0% 64.0% 66.0% 68.0% 70.0% 72.0% 74.0% 76.0% Figure 6: Consumer Satisfaction Index with DASSR Services Satisfaction with services offered under the Directorate is presented in the sections that follow. 3.4.1.2 Consumers Assessment of Kenya Civil Aviation Regulations Most (58%) of the respondents had read the Kenya Civil Aviation regulations with majority (77%) indicating that the regulations are up to speed with the aviation industry. This information is presented in Figure 7 and Figure 8. 5% 37% 58% Have not read Have read Not indicated Figure 7: Consumer Readership of Kenya Civil Aviation Regulations 12

14% 9% 77% Not adequate Adequate Not indicated Figure 8: Consumer Assessment of Adequacy of Kenya Civil Aviation Regulations Areas identified for improvements by consumers were: i. Aeronautical information service (AIS) on upgraded airfield and airports; ii. Security regulations; iii. Regulations should be reviewed to harmonise IATA & AMP as there are some confusions; and iv. The information is poorly packaged in the website. There is need to arrange the content systematically. v. Review to include specific regulations to govern the operation of non-commercial operations vi. Review PEL Regulations to suit licensing of maintenance personnel for piston engine aircraft for non-commercial operations. vii. Should consider small operating companies. 3.4.1.3 Consumers Assessment of Kenya Civil Aviation Guidance Materials Of the respondents who participated in the survey, 46% had read the Kenya civil aviation guidance materials while 41% had not as shown in Figure 9. 46% 13% 41% Have not read Have read Not indicated 13

Figure 9: Consumer Assessment of Adequacy of Kenya Civil Aviation Guidance Materials Consumers assessment of the Kenya Civil Aviation Guidance Materials was as presented in Figure 10. Consumers overall satisfaction index with the guidance materials was 74%. 50% 48% 40% 30% 20% 10% 3% 8% 18% 23% 0% Not Dequate Barely Adequate Neutral Fairly Adequate Largely Adequate Figure 10: Consumer Assessment of Adequacy of Kenya Civil Aviation Guidance Materials Consumers recommendations on improvement on Kenya civil aviation guidance materials were as follows: i. Guidance materials should be printed and circulated to aviation players; ii. Awareness creation of the guidance materials through workshops should be enhanced to get and incorporate stakeholders views and suggestions; iii. Improve on guidance manual and practices to match with the current global civil aviation procedures; iv. There are many aspects that have not been adequately covered e.g. the ongoing re-certification process. v. Most of the materials do not play a satisfactory guidance role; they tend to quote the regulations that they are intended to guide the compliance with. vi. The materials should make a distinction between an international airline and general aviation operations by a small company. vii. Should be reviewed regularly to accommodate the dynamics in the aviation industry. viii. Delivery of the guidance materials through online/website for various organizations within Kenya aviation industry. 14

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3.4.1.4 Satisfaction with Aviation Security Services a) Assessment of National Aviation Security Programme Out of those who responded, 47% were aware of National Aviation Security Program while 39% were not aware as shown in Figure 11. 14% 39% Not aware 47% Aware Not indicated Figure 11: Consumer Awareness of National Aviation Security Program Consumers overall assessment of the adequacy of the national aviation security programme was at 79%. The rating by the consumers was as presented in Figure 12. 60% 50% 50% 40% 30% 21% 23% 20% 10% 0% 6% 0% Not adequate Barely adequate Neutral Fairly Adequate Largely adequate Figure 12: Consumer Assessment of Adequacy of National Aviation Security Program 16

b) Aviation Security Services Satisfaction Index The overall satisfaction index with aviation security services was at 73.3%. Satisfaction with the specific aspects of aviation security is presented in Table 4. Respondents were most satisfied with security screener certification at 78.4% followed by certification of aviation cargo handlers at 76.9%. Service Satisfaction Index Security Screener Certification 78.4% Certification of aviation cargo handlers 76.9% Certification of ground handlers 75.0% Aviation security regulations 73.9% Certification of catering agents 73.1% Approval of aviation security programmes 71.8% Technical guidance materials in aviation security 71.5% Carrying out of Aviation Security Audits 70.2% Testing of Aviation Security programmes 69.1% Overall satisfaction Index 73.3% Table 4: Consumer satisfaction with Aviation Security Services 3.4.1.5 Satisfaction with Aerodrome, ANS and Meteorology Services The overall satisfaction with of Aerodromes, ANS and Meteorology services was 75.7%. This was calculated as a mean of satisfaction with quality and speed of Aerodromes, ANS and Meteorology services which were 84.4% and 67%. a) Satisfaction with Quality of Aerodromes, ANS and Meteorology Services The overall satisfaction with quality of Aerodromes, ANS and Meteorology services was 84.4%. Satisfaction with the various aspects is presented in Table 5. 17

Aspect Satisfaction Index Aerodromes Regulations 100% Aerodromes guidance material 100% Inspection of International Airports 100% Issuance of Aerodrome Certificates 80% Issuance of Aerodrome License. 80% Approval of Aerodrome and Air navigation services 77% Conduct or Air traffic control rating boards 75% Issue of Air navigation service provider certificate 74% Renewal of Air Navigation provider certificate 73% Overall Satisfaction Index 84.4% Table 5: Consumer Satisfaction with Quality of Aerodrome, ANS and Meteorology Services b) Satisfaction with Quality of Aerodromes, ANS and Meteorology Services The overall satisfaction with speed of Aerodromes, ANS and Meteorology services was 67%. Satisfaction with the various aspects is presented in Table 6. Aspect Satisfaction Index Approval of Air Navigation Services 68% Issue of Air Navigation Service Provider certificate 65% Renewal of Air Navigation Service Provider certificate 66% Conduct or Air Traffic Control Rating Boards 70% Aerodrome licenses and certificates 60% Aerodrome licenses and certificates 60% Aerodrome documentation 80% Overall Satisfaction Index 67% Table 6: Consumer Satisfaction with Speed of Aerodrome, ANS and Meteorology Services 3.4.1.6 Satisfaction with Airworthiness Services The overall satisfaction index for Airworthiness services was 74%. The overall index was computed as a mean of satisfaction with quality and speed of airworthiness services which were 73% and 74% respectively. 18

a) Satisfaction with Quality of Airworthiness Services The satisfaction with the quality of Airworthiness services was at 73%. Consumers were generally satisfied with airworthiness services with most of the services being rated at 74%. Table 7 presents the satisfaction indices for airworthiness services. Service Satisfaction Index Renewal of new local AMO 74% Approval of new foreign AMO 73% Renewal of foreign AMO 72% Issue Certificate of Airworthiness 74% Conducting and releasing of Aircraft Maintenance 74% Engineer License(AMEL)-written exam Conducting and releasing of AMEL-oral exam 71% Issue of new AMEL 74% Renewal of AMEL 74% Conversion/validation of AMEL 73% Overall Satisfaction Index 73% Table 7: Consumer Satisfaction with Airworthiness Services b) Satisfaction with Speed of Airworthiness Services Consumers assessment of speed of services offered by Airworthiness department is captured in Table 8. The overall satisfaction with speed of airworthiness services was 74%. Consumers were most satisfied with renewal of certificate of airworthiness at 76% while they were least satisfied with approval of new foreign AMO and conducting and release of AMEL written exams at 73% each. Service Satisfaction Index Approval of new AMO 75% Renewal of local AMO 74% Approval of new Foreign AMO 73% Renewal of new Foreign AMO 75% Issuance of Certificate of Airworthiness 74% Renewal of Certificate of Airworthiness 76% Conducting and release of AMEL Written 73% Conducting and release of AMEL Oral exam 75% Overall Satisfaction Index 74% Table 8: Consumer Satisfaction with Speed of Airworthiness Certification Services 19

3.4.1.7 Satisfaction with Flight Operations Services The overall satisfaction index for Flight Operations services was 65.2%. The overall index was computed as a mean of satisfaction with quality and speed of flight operations services which were 69.2% and 61.2% respectively. a) Satisfaction with Quality of Flight Operations Services Satisfaction with quality of flight operations services was at 69.2%. Table 9 presents the satisfaction indices for the various services offered by Flight Operations. Service Satisfaction Index Aircraft inspection for Foreign Operation Certificate (FOC) 73.3% AOC renewal inspection 72.9% Aircraft Inspection 72.9% New AOC inspection 72.7% No objection for Director General (DG) 70.0% Manual Review and Approval 66.2% Ramp inspection 65.5% Simulator inspection 60.0% Overall Satisfaction Index 69.2% Table 9: Consumer Satisfaction with Quality of Flight Operations Services b) Satisfaction with Speed of Flight Operations Services Satisfaction with speed of flight operations services was at 61.2%. Table 10 presents the satisfaction indices for the various services offered by Flight Operations. Service Satisfaction Index Aircraft inspection 69.2% New AOC inspection 66.7% AOC renewal inspection 62.9% Aircraft inspection for FOC 62.5% Manual review and approval 58.6% Simulator inspection 57.8% No objection for DG 57.8% Ramp inspection 54.0% Overall Satisfaction Index 61.2% Table 10: Consumer Satisfaction with Speed of Flight Operations Services 20

3.4.1.8 Satisfaction with Air Transport Services The overall satisfaction index for Air Transport services was 71%. The overall index was computed as a mean of satisfaction with quality and speed of air transport services which were 73.7% and 68.3% respectively. a) Satisfaction with Quality of Air Transport Services Satisfaction with quality of air transport services was at 74%. Table 11 presents the satisfaction indices for the various services offered by Air Transport. Service Satisfaction Index Ad hoc flight authorization 76.4% Provisional Air Service license 74.0% Renewal of Air Service license 73.8% Aircraft lease approval 72.3% New Air Service license 72.0% Overall Satisfaction Index 73.7% Table 11: Consumer Satisfaction with Quality of Air Transport Services b) Satisfaction with Speed of Air Transport Services Satisfaction with speed of air transport services was at 61%. Table 12 presents the satisfaction indices for the various services offered by Air Transport. Service Satisfaction Index Ad hoc flight authorization 70.9% Renewal of air service license 70.9% Aircraft lease approval 70.9% Issue of a new air service license 66.7% Issue of Provisional Air Service License 62.2% Overall Satisfaction Index 68.3% Table 12: Consumer Satisfaction with Speed of Air Transport Services 3.4.1.9 Satisfaction with Personnel Licensing Services The overall satisfaction index for personnel licensing was 76%. The index is the mean satisfaction with personnel licensing services and satisfaction with the speed of service which were 77% and 75% respectively. 21

a) Satisfaction with Quality Personnel Licensing Services The respondents rating of personnel licensing services was as captured in Table 13. The overall satisfaction with quality of personnel licensing services was 76.6%. Issue and renewal of flight instructor licenses were rated had the highest satisfaction at 80% each while validation/renewal of cabin crew member certificate had the least satisfaction index at 71%. Service Satisfaction Index Issue of Flight Instructor Licenses 80.0% Renewal of Flight Instructor licenses 80.0% Validation of pilot licence 78.7% Renewal/ Validation of Air Traffic Control (ATC) license 78.3% Issuance of new pilot license 77.9% Conversion of pilot license 77.8% Initial issue of Air Traffic Control (ATC) License 76.6% Renewal of flight dispatch license 75.7% Examinations booking 75.6% Issuance of new Flight dispatch license 75.1% Special exams sitting 75.1% Issuance of new cabin crew member certificate 73.8% Validation/renewal of cabin crew member certificate 71.0% Overall Satisfaction Index 76.6% Table 13: Consumer satisfaction with Quality of Personnel Licensing Services b) Satisfaction with Speed of Personnel Licensing Services Consumers satisfaction with speed of personnel licensing services was 74.8%. Consumers were most satisfied with speed of issuance of new flight dispatcher at 80.4%. The respondents rating of speed of personnel licensing services was as captured in Table 14. 22

Service Satisfaction Index Issuance of new flight dispatcher 80.4% Validation of pilot license 78.7% Renewal of flight dispatcher license 78.7% Issuance of new pilot license 77.9% Conversion of pilot licence 77.8% Issuance of new member certificate 77.7% Personnel licensing fees are affordable 77.3% Validation/renewal of member certificate 75.8% Renewal /validation of ATC license 62.5% Initial issue of ATC license 61.2% Overall Satisfaction Index 74.8% Table 14: Consumer satisfaction with Speed of Personnel Licensing Services 3.4.2 DIRECTORATE OF AIR NAVIGATION SERVICES 3.4.2.1 Overall Satisfaction Index The Directorate is responsible for providing air navigation services which include infrastructure and systems to ensure a safe, orderly and expeditious flow of aircraft within the Kenya airspace. The overall satisfaction with DAN services was 78% as shown in Figure 13. DANS Overall Satisfaction Index 78% Communication, Navigation and Surveillance services 79% Aeronautical Information services 77% Air Traffic Management services 78% Figure 13: Consumer Satisfaction Index with DAN Services 76% 77% 78% 79% Satisfaction with the various services offered under the Directorate is presented in the sections that follow. 23

3.4.2.2 Satisfaction with Air Traffic Management Services The overall satisfaction index for Air Traffic Management services was 78%. The overall index is the mean of satisfaction with quality and speed of Air Traffic Management services which were 78% and 77% respectively. a) Satisfaction with Quality of Air Traffic Management Services Consumers satisfaction with quality of air traffic management services was 78%. Satisfaction with the specific aspects of quality of air traffic management services is presented in Table 15. Respondents were most satisfied with issuance of ATC clearance at 79%. Aspect Satifaction Index Issuance of start-up clearance 77% Issuance of taxi clearance 78% Issuance of ATC clearance 79% Providing weather information 77% Providing of alerting services 78% Search and rescue coordination 78% ATC incident investigation 78% Provision of Navigation assistance 78% Provision of flight information services 78% Registration of international beacon 77% FIR Transfer 78% Overall Satisfaction Index 78% Table 15: Consumer Satisfaction with Quality of Air Traffic Management Services b) Satisfaction with Speed of Air Traffic Management Services The overall satisfaction index with speed of air traffic management services was at 77%. Satisfaction with the specific aspects of speed of air navigation services is presented in Table 16. 24

Aspect Satifaction Index Issuance of start-up clearance 77% Issuance of taxi clearance 78% Issuance of ATC clearance 76% Providing weather information 76% Providing of alerting services 78% Search and rescue coordination 78% ATC incident investigation 77% Provision of Navigation assistance 79% Provision of flight information services 77% Registration of international beacon 76% FIR Transfer 77% Overall Satisfaction Index 77% Table 16: Consumer Satisfaction with Speed of Air Traffic Management Services 3.4.2.3 Satisfaction with Aeronautical Information Services The overall satisfaction index for Aeronautical Information services was 77%. The overall index is the mean of satisfaction with quality and speed of Aeronautical Information services which were each 77%. a) Satisfaction with Quality of Aeronautical Information Services The overall satisfaction index with quality of aeronautical information services was at 77%. Satisfaction with the specific aspects of quality aeronautical information services is presented in Table 17. Respondents were most satisfied with issuance of promulgation of NOTAM at 79%. Aspect Satifaction Index Issuance of promulgation of NOTAM 79% Flight planning 76% Pre-flight information 78% Collection and processing of aeronautical data 77% Technical library services 77% Sales of integrated AIP maps and charts 77% AIP amendments 77% Overall Satisfaction Index 77% Table 17: Consumer Satisfaction with Quality of Aeronautical Information Services 25

b) Satisfaction with Speed of Aeronautical Information Services The overall satisfaction index with speed of aeronautical information services was at 77%. Satisfaction with the specific aspects of speed of aeronautical information services is presented in Table 18. Aspect Satifaction Index Issuance of promulgation of NOTAM 75% Flight planning 75% Pre-flight information 76% Collection and processing of aeronautical data 76% Technical library services 79% Sales of integrated AIP maps and charts 79% AIP amendments 79% Overall Satisfaction Index 77% Table 18: Consumer Satisfaction with Speed of Aeronautical Information Services 3.4.2.4 Satisfaction with Communication, Navigation and Surveillance Services The satisfaction index for communication, navigation and surveillance services was 79%. The overall index is the mean of satisfaction with quality and speed of communication, navigation and surveillance services which were 78% and 79% respectively. a) Satisfaction with Quality of Communication, Navigation and Surveillance Services The overall satisfaction index with quality of communication, navigation and surveillance services was 78%. Satisfaction with the specific aspects of quality of communication, navigation and surveillance services is presented in Table 19. Respondents were most satisfied with VHFs approach frequencies at 79%. 26

Service Satifaction Index Communication AFTN 78% Audio - Communication HFs (High Frequency) 78% Frequencies VHFs: Area Frequencies 78% Approach Frequencies 79% Tower Frequencies 78% Navigation AIDS VOR 78% ILS 77% DME 78% ADF/VDF 78% NDB 78% Surveillance RADAR 78% Overall Satisfaction Index 78% Table 19: Consumer Satisfaction with Quality of Communication, Navigation and Surveillance Services b) Satisfaction with Speed of Communication, Navigation and Surveillance Services The overall satisfaction index with speed of communication, navigation and surveillance services was at 79%. Satisfaction with the specific aspects of speed of communication, navigation and surveillance services is presented in Table 20. Service Satifaction Index Communication AFTN 79% Audio- Communication HFs (High Frequency) 79% Frequencies VHFs: Area Frequencies 79% Approach Frequencies 79% Tower Frequencies 79% Navigation AIDS VOR 78% ILS 80% DME 78% ADF/VDF 79% NDB 79% Surveillance RADAR 79% Overall Satisfaction Index 79% Table 20: Consumer Satisfaction with Speed of Communication, Navigation and Surveillance Services 27

3.4.3 EAST AFRICAN SCHOOL OF AVATION 3.4.3.1 Overall Satisfaction with EASA Services EASA is responsible for providing aviation training. The overall satisfaction with EASA services was 75% as shown in Figure 14. DEASA Overall Satisfaction Index 75% Depth and coverage of courses offered by EASA 69% Services/facilities offered by EASA 80% Figure 14: Consumer Satisfaction Index with EASA Services 62% 64% 66% 68% 70% 72% 74% 76% 78% 80% 3.4.3.2 Satisfaction with Services/Facilities Offered by the EASA Consumer satisfaction with services/facilities offered by EASA was 80%. Consumers were most satisfied with Quality and Relevance of Courses offered by the EASA and qualification of instructors at 82% each. Satisfaction indices for EASA services are shown in Table 21. Service/Facility Satisfaction Index Quality and relevance of courses 82% Training simulators, equipments and material 79% Qualification of instructors 82% library services 80% Classroom facilities 80% Conducive environment for learning 78% General security at the institution 81% First aid and health facilities 78% Overall Satisfaction Index 80% Table 21: Consumer Satisfaction with Services/Facilities Offered by EASA 28

3.4.3.3 Satisfaction with depth and coverage of courses offered by EASA The overall satisfaction index on depth and coverage of courses offered by EASA was at 69%. The respondents were most satisfied with IATA courses at 76% followed by Aeronautical Communication Operations at 71% as shown in Table 22. Satisfaction Index Satisfaction Index Engineering 65% Aeronautical Information Systems 67% Aviation security (AVSEC) 67% Aeronautical Communications Operations 71% International Air Transport Association (IATA) courses 76% Overall Satisfaction Index 69% Table 22: Consumer Satisfaction with Depth and Coverage of Courses offered by EASA 3.4.4 CORPORATE DIRECTORATE SERVICES The Corporate directorate provides support services to the operational directorates. These services are offered through eight departments. The overall satisfaction with the Corporate Directorate was 68.7%. Consumer satisfaction with services provided under each department is as shown in Figure 15. Overall Satisfaction Index 68.7% DG s Office 82.1% Finance ICT Internal Audit & Review Corporate Planning Procurement Corporate Communications Corporation Secretary Human Resource 73.3% 70.0% 69.4% 68.7% 68.1% 65.1% 63.2% 58.4% 0.0% 10.0% 20.0% 30.0% 40.0% 50.0% 60.0% 70.0% 80.0% 90.0% 29

Figure 15: Consumer Satisfaction with Corporate Directorate Services 3.5 CONSUMER SATISFACTION WITH AIRPORT SERVICES The overall satisfaction with airport services was 71.5%. Satisfaction with the specific aspects is presented in Table 23. Service Satisfaction Index Cleanliness of amenities at the airport 77.2% Cleanliness and presentation of taxi waiting areas 76.3% Friendliness of service (airport staff) 76.2% Standard of meals served at restaurant & eateries 74.8% Registration process for operation at the airport 74.1% Courtesy and helpfulness of airport security staff 72.5% Signage at the airport 71.5% Efficiency of security screening 71.1% Immigration services 71.0% Waiting time at the check unit 70.7% Adequacy of parking at the airport 70.4% Courtesy and helpfulness of check unit staff 70.1% Access to forex bureaus 70.0% Charges/ fees for registration/license for taxi services at the airport 69.6% Parking charges for taxis at the airport 69.2% Access to taxi services 69.0% Charges/ fees for registration/license for travel agents 69.0% Visa passport inspection 68.0% Availability of complain address system 67.1% Overall Satisfaction Index 71.5% Table 23: Consumer Satisfaction with Airport Services Consumers were most satisfied with cleanliness of amenities at the airport at 77.2% followed by cleanliness and presentation of taxi waiting areas and friendliness of airport staff at 76.3% and 76.2% respectively. However, consumers were least satisfied with availability of complain address system which had a satisfaction index of 67.1% followed by visa/passport inspection which had an index of 68%. 30

3.6 CONSUMER SATISFACTION WITH AIRLINES SERVICES The overall satisfaction with services provided by airlines to the flying public was 70.9%. Table 24 presents satisfaction with the specific aspects of service delivery. Service Satisfaction Index Flight booking 75.0% Flight fares 71.0% Payment channels for flights 71.0% Flight check in 71.0% Courtesy and helpfulness of flight officers 71.0% Comfort during flights 71.0% Handling of flight delays/cancellation 70.0% Handling of luggage 69.0% Standard of food served during flights 69.0% Overall Satisfaction Index 70.9% Table 24: Consumer Satisfaction with Airlines Services Consumers were most satisfied with flight booking at 75% and least satisfied with handling of luggage and standard of food served during flights at 69% each. 3.7 CONSUMER SATISFACTION WITH AVIATION TRAINING ORGANIZATIONS SERVICES 3.7.1 Overall Satisfaction Index The overall satisfaction with services offered by Aviation Training Organization (ATOs) was 76%. The overall satisfaction index was calculated as the mean of satisfaction index of services/facilities offered by ATOs and satisfaction index of depth and coverage of courses offered by ATOs which were 77% and 75% respectively as shown in Figure 16. ATOs Services Overall Satisfaction Index 76% Depth and coverage of courses offered by ATOs 75% Services/facilities offered by ATOs 77% 74% 75% 76% 77% 78% 31

Figure 16: Consumer Satisfaction with ATOs Services 3.7.2 Satisfaction with Services/Facilities Offered by ATOs Consumer satisfaction with services/facilities offered by ATOs was 77%. Consumers were most satisfied with quality and relevance of courses offered by ATOs at 80% followed by training simulators, equipment and materials and qualification of instructors which had indices of 79% and 78% respectively. Satisfaction indices for the various services/facilities are shown in Table 25. Service/facility Satisfaction Index Quality and relevance of course 80% Training simulators, equipment and 79% materials Qualification of instructors 78% Library services 76% Classroom facilities 77% Conducive environment for learning 77% General security at the institution. 76% First aid and health facilities 76% Overall Satisfaction Index 77% Table 25: Consumer Satisfaction with Services/Facilities offered by ATOs 3.7.3 Satisfaction with Depth and Coverage of Courses Offered by ATOs The satisfaction index on depth and coverage of courses offered by ATOs was at 75%. The respondents were most satisfied with IATA courses at 77% followed by Aeronautical Information Systems at 76% as shown in Table 26. Satisfaction Index Satisfaction Index Engineering 75% Aeronautical Information Systems 76% Aviation security (AVSEC) 74% Aeronautical Communications operations 74% International Air Transport Association (IATA) courses 77% Overall Satisfaction Index 75% Table 26: Consumer Satisfaction with Depth and Coverage of Courses offered by ATOs 32

3.8 CONSUMER SATISFACTION WITH AIRCRAFT MAINTENANCE ORGANIZATIONS SERVICES The overall satisfaction with services offered by Aircraft Maintenance Organizations was 72.4% as shown in Figure 17. Consumers were most satisfied with speed of service at 75% followed by quality of service at 74.5%. Overall Satisfaction Index 72.4% Speed of service by AMOs 75.0% Quality of aircraft maintenance services 74.5% Professionalism of Aircraft Maintenance Engineers 70.9% Complaint handling process 69.1% 66% 67% 68% 69% 70% 71% 72% 73% 74% 75% 76% Figure 17: Consumer Satisfaction with AMOs Services 3.9 CONSUMER SATISFACTION WITH SERVICE PROVIDERS AT AIRPORTS The overall satisfaction index for services provided at the airport was 69%. Results of the analysis are presented in Table 27. Service Satisfaction Index Access to forex bureaus 70% Exchange rates 68% Access to taxi services 69% Payment channels for taxis 69% Standard of foods served at the 70% restaurants/eateries Quality of products in the duty free shops 70% Overall Satisfaction Index 69% Table 27: Consumer Satisfaction with Services Offered at the Airports 33

3.10 GOVERNMENT AND INTERNATIONAL ORGANIZATIONS SATISFACTION The overall satisfaction index with KCAA services as rated by government and international organizations was 72% as shown in Figure 18. Overall Satisfaction Index 72% KCAA Corporate Image 77% Service Delivery 67% Communication 68% Discharge of KCAA Mandate 78% 60% 65% 70% 75% 80% Figure 18: Government and International Organisations Satisfaction Indices 34

3.11 SUPPLIERS SATISFACTION 3.10.1 Suppliers Overall Satisfaction Index Suppliers overall satisfaction with KCAA was 83%. This was arrived at by averaging the satisfaction with various aspects as shown in Figure 19. Suppliers were most satisfied with communication, procurement process and payment process at 83% each. Overall satisfaction Index payment process Contract management Procurement Process Communication 83% 83% 82% 83% 83% Figure 19: Suppliers Factor Satisfaction Indices 65% 70% 75% 80% 85% Satisfaction with the specific service aspects was as follows: 3.10.2 Suppliers Satisfaction with Communication Satisfaction with communication was rated at 83% as presented in Table 28. Suppliers were most satisfied with provision of information at the enquiries desk at 87% followed by satisfaction with KCAA website being always up and running at 85%. However, suppliers were least satisfied with KCAA response to emails at 79%. Aspect Satisfaction Index Staff at KCAA are courteous 84% Enquiries desk staff provide sufficient information 87% Employees respond to queries promptly 80% KCAA responds to e-mails promptly 79% KCAA website is always up and running 85% KCAA website is well structured 83% KCAA website contains up to date information 84% Overall Satisfaction Index 83% Table 28: Supplier Satisfaction with Communication 35

3.10.3 Suppliers Satisfaction with KCAA Procurement Process Satisfaction with the procurement process was rated at 83% as presented in Table 29. Suppliers were generally satisfied with the procurement process with all aspects scoring above 80%. They were most satisfied with KCAA observance of the tender submission deadlines at 85%. Aspect Satisfaction Index Procurement staff at KCAA are courteous 81% KCAA observes tender submission deadlines 85% Adequate Information is made available to suppliers during 85% procurement process KCAA's procurement process is transparent 83% Response to request for clarifications and queries during 83% tendering is timely Tender results are communicated to bidders in time 84% Tendering issues/complaints are adequately addressed by KCAA 83% Overall Satisfaction Index 83% Table 29: Supplier Satisfaction with KCAA Procurement Process 3.10.4 Suppliers Satisfaction with KCAA Contract Management Satisfaction with contract management at KCAA was rated at 82% as presented in Table 30. Suppliers were most satisfied that roles and responsibilities of each party are clearly specified at 85% and least satisfied with user departments of procured services support during contract execution at 78%. Aspect Satisfaction Index Roles and responsibilities of each party are clearly specified 85% Time frames required by KCAA for completion of contracts are 83% reasonable User department of procured services are supportive 78% KCAA provides clarification sought by suppliers relating to 80% contracts At KCAA, awarded contracts are completed as per TORs 81% There is proper monitoring of implementation of contracts 82% awarded at KCAA Non compliance with the terms of reference by the supplier is 83% dealt with as per the provisions of the contract Overall Satisfaction Index 82% Table 30: Supplier Satisfaction with KCAA Contract Management 36

3.10.5 Suppliers Satisfaction with KCAA Payment Process Satisfaction with the payment process at KCAA was rated at 83% as presented in Table 31. Suppliers were most satisfied that the payment process is transparent at 85%. Aspect Satisfaction Index Suppliers are paid as per contract 83% Payment process is transparent 85% No inducement is required or expected for payment to be effected 83% Overall Satisfaction Index 83% Table 31: Supplier Satisfaction with KCAA Payment Process 3.12 COMPLAINT HANDLING PROCESS 3.11.1 Cases of Complaints Regarding Service Delivery 3.11.1.1 Cases of Complaints Regarding Service Delivery by KCAA Majority of the respondents (69%) have had no reason to complain about service delivery in KCAA while 26% indicated that they have had reason to complain as shown in the Figure 20. 26% 5% 69% Had no reason to complain Had a reason to complain Not indicated Figure 20: Consumer with Reason to Complaint about Service Delivery in KCAA 3.11.1.2 Cases of Complaints Regarding Service Delivery by other Aviation Industry Players Most of the respondents (80%) have had no reason to complain about service delivery while 15% indicated that they have had reason to complain as shown in the Figure 21. 37

5% 15% 80% Had no reason to complain Had a reason to complain Not indicated Figure 21: Consumer with Reason to Complaint about Service Delivery in the Aviation Industry The following were identified as reasons for complaints with service provision for each category of respondents: a) Pilots i. Delayed communication; and ii. Delayed flight. b) Ground Handlers i Delay in issuance of permit; ii Conflict with workmates on scheduling; iii Delay in issuance of licence; iv Excess charges; v Refusal of air traffic controllers to extend operational hours when there is a delay; vi Security especially the double standards where sometimes there is screening while other times it is not there; and vii Taking long to give the weather forecast when required. c) Cabin Crew i Delayed information on the location of parked flight; ii Flight delays; and iii MIS- information about the location of parked flight. 38

d) AMOs and Engineers AMEL written examinations taking too long to mark. e) ATOs and ATOs Staff i Poor service delivery; and ii Delay in renewal of license. f) Air Operators i Delay in approving of manuals. ii Inconsistent application of requirements. iii Breakdown of ICT systems. iv Corruption during issuance of licenses. v Delays in service delivery timing vi There are always mistakes in the licenses especially the pilot license, either the name is wrong or the date of expiry. Also they take longer time than what is promised. g) ANS and Meteorology Officers i. Accommodating at EASA not appropriate for senior officers attending training; ii. Bias in selecting officers to attend training; iii. Delay in contract document preparation in legal department; iv. Lack of proper consultation and coordination between finance procurement and engineering department; v. Delay in promotion; vi. Delay in releasing aeronautical data for publishing; vii. Delay in responding to HR queries; viii. Delay of processing of imprest/surrender; ix. Equipment failure yet the engineer on duty could not help restore within reasonable time; x. Ground operation is not giving AIS the required data from aerodrome operators when required; xi. HR department never handle ATC issues professionally; 39

xii. Lack of follow up of medical insurance claims e.g. Insurance claim since 2012 has not been paid; xiii. Irregular transfers; xiv. Lack of direct contact with engineering section at airport; xv. Not adhering to timeline as for the service charter; and xvi. Poor flow of information. h) Service Providers at the Airports i Police harassment and arbitrary arrests; ii Poor communication and mistreatment by security officers; iii High charges; iv Handling of primary security screening point; v High corruption rate; vi Repair works for a shop; vii Inadequate washrooms; viii Lack of shades in the parking area; ix Lack of flight information details; and x Mishandling and nepotism by security personnel. i) Flying Public i Cancelled flight; ii Missing my bag and laptop; iii Mishandled by security; iv Delayed flight; v Missing bag and rudeness of the crew; vi Lost Luggage vii Misinterpretation of information by a airline staff; viii Rude staff; ix Overcharging during booking of a flight; and x Tax charge on goods from abroad. j) Suppliers Delay in processing of invoice. 40

3.11.2 Registration of Complaints 3.11.2.1 Registration of Complaints About Service Delivery by KCAA Out of those who indicated that they had a reason to complain, 42% reported their complaints while 25% did not as presented in Figure 22. 33% 25% 42% Did not report Reported Not indicated Figure 22: Consumer Registration of Complaints about Service Delivery by KCAA 3.11.2.2 Registration of Complaints About Service Delivery by other Aviation Industry Players Out of those who indicated that they had a reason to complain, 59% reported their complaints while 35% did not as presented in Figure 23. 6% 35% 59% Did not report Reported Not indicated Figure 23: Consumer Registration of Complaints about Service Delivery by other Aviation Industry Players 41

3.11.3 Redress of Complaints 3.11.3.1 Redress of Complaints by KCAA Majority (60%) of those who had registered their complaints indicated that the complaints were satisfactorily addressed with 39% indicating that their complaints were not addressed satisfactorily as shown in Figure 24. 1% 60% 39% No satisfactory redress Satisfactory redress Not indicated Figure 24: Consumer Assessment of Redress of Complaints by KCAA 3.11.3.2 Redress of Complaints by Other Aviation Industry Players Majority (80%) of those who had registered their complaints indicated that the complaints were not satisfactorily addressed with 20% indicating that their complaints were addressed satisfactorily as shown in Figure 25. 20% 80% No satisfactory redress Satisfactory redress Figure 25: Consumer Assessment of Redress of Complaints by other Aviation Industry Players 42

3.11.4 Period of Handling Complaints Most of the respondents (28%) who reported their complaints indicated that they were resolved in one week, 26% indicated the complaints were resolved on the same day one while 16% indicated within hours and more than a month as depicted in Figure 26. 26% 28% 16% 16% 10% 4% Within hours On the same day In one week In three weeks time In one month More than one month Figure 26: Consumer Rating of Length of Addressing Complaints 3.11.5 Satisfaction with Complaint Handling Process Consumer satisfaction with complaint handling process across the aviation industry was 71%. Satisfaction with KCAA complaint handling process was 74% while that of other aviation industry players was 68%. Ground handlers recorded the highest satisfaction index while air operators registered the least satisfaction of 40% as presented in Figure 27. Overall Satisfaction Index 71% Suppliers 83% Flying public 68% Service providers at the airports 67% Air Operators 40% ANS and Meteorology Officers 73% ATO staff 83% ATOs 83% AMOs 70% Cabin Crew 60% Ground Handlers 95% Pilot 83% Figure 27: Consumer Satisfaction with Complaints Handling Process 43