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i INFLUENCE OF INFORMATION AND COMMUNICATION TECHNOLOGY ON PERFORMANCE OF AVIATION INDUSTRY - A CASE OF KENYA AIRWAYS LTD BY IRENE WARUGURU IRUNGU A RESEARCH PROJECT REPORT SUBMITTED IN PARTIAL FULFILLMENT OF THE REQUIREMENTS OF THE AWARD OF DEGREE OF MASTER OF ARTS IN PROJECT PLANNING AND MANAGEMENT OF THE UNIVERSITY OF NAIROBI 2012
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iii DEDICATION I dedicate this research project to my family for their support and bearing with me during this process. I will remain forever grateful.
iv ACKNOWLEDGEMENT My sincere gratitude goes to Almighty God for the much needed strength, courage and health He has given me to carry out my research. I am very grateful to my supervisor Dr. Luketero for the intellectual advice and encouragement that he has given me. I also thank the entire administration and management of the University of Nairobi for their co-operation and all those who have sacrificed their time towards the contribution of this noble duty. I am deeply indebted to many others whom I have consulted in the course of preparing this project. I thank them for being supportive and co-operative in various ways.
v TABLE OF CONTENTS DECLARATION ........................................................................... Error! Bookmark not defined. DEDICATION ............................................................................................................................... iii ACKNOWLEDGEMENT ............................................................................................................. iv TABLE OF CONTENTS ................................................................................................................ v LIST OF TABLES ....................................................................................................................... viii ABBREVIATIONS AND ACRONYMS ....................................................................................... x ABSTRACT ................................................................................................................................... xi CHAPTER ONE: INTRODUCTION ............................................................................................. 1 1.1 Background of the Study ...................................................................................................... 1 1.2 Profile of Kenya Airways Limited ........................................................................................ 3 1.3 Statement of the Problem ...................................................................................................... 5 1.4 Purpose of the Study ............................................................................................................. 7 1.5 Objectives of the Study ......................................................................................................... 7 1.6 Research Questions ............................................................................................................... 7 1.7 Significance of the Study ...................................................................................................... 8 1.8 Delimitation of the Study ...................................................................................................... 9 1.9 Limitations of the Study ........................................................................................................ 9 1.10 Assumptions of the Study ................................................................................................... 9 1.11 Definitions of significant terms ........................................................................................ 10 1.12 Organization of the Study ................................................................................................. 10 CHAPTER TWO: LITERATURE REVIEW ............................................................................... 11 2.1 Introduction ......................................................................................................................... 11 2.1.1 The role of ICT in the airline industry ............................................................................. 11 2.1.2 Areas of ICT usage in the airline industry ....................................................................... 12 2.1.3 Information and Communication Technology and Performance of airline industry ....... 13 2.2 Communication Networks and Performance ...................................................................... 16 2.3 Mobile Phone Technology and Performance ...................................................................... 17 2.4 Hand held devices and iPads and Performance .................................................................. 18 2.5 Internet Applications and Performance .............................................................................. 18
vi 2.6 ICT revolutionised business processes and practices ......................................................... 20 2.7 Historical developments and the use of ICT in the airline industry ................................... 21 2.8 Theoretical literature ........................................................................................................... 23 2.9 Conceptual Framework ....................................................................................................... 24 2.10 Summary of Literature Review ......................................................................................... 25 CHAPTER THREE: RESEARCH METHODOLOGY ............................................................... 26 3.1 Introduction ......................................................................................................................... 26 3.2 Study Design ....................................................................................................................... 26 3.3 Study Population ................................................................................................................. 27 3.4 Sample Size Selection and Sampling Procedure ................................................................ 27 3.5. Data Collection Procedure ................................................................................................. 28 3.6. Instruments Validity ........................................................................................................... 28 3.7 Instruments Reliability ........................................................................................................ 29 3.8 Data Analysis ...................................................................................................................... 30 3.9 Ethical considerations ......................................................................................................... 32 3.10 Summary ........................................................................................................................... 32 CHAPTER FOUR: DATA ANALYSIS, PRESENTATION AND INTERPRETATION .......... 33 4.1 Introduction ......................................................................................................................... 33 4.2 Demographic Information ................................................................................................... 33 4.2.1 Response Rate .................................................................................................................. 33 4.2.2 Background information of the respondents .................................................................... 34 4.2.3 Distribution of respondents by age .................................................................................. 34 4.2.4 Distribution of the respondent by education level ........................................................... 35 4.2.5 Duration of service ........................................................................................................... 36 4.3 Influence of ICT on performance of aviation industry ....................................................... 39 4.3.1 Ways in which ICT has improved efficiency in the department ..................................... 39 4.4 Factors that have led to the use of ICT

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