County Government Term Paper Example | Topics and Well Written Essays - 1250 words

County Government - Term Paper Example Hence, this paper seeks to explore the sphere of county government, and establishes facts on matters of a county government. Brief History of County Government Way back from the early years, a county or shire has already existed and established. A county is a political body or a division within the bounds of particular country. Tracing back to the English about a thousand years ago, counties have been serving a dual function: it acted as the administrative arm of the national government and regarded as citizen’s local government. In addition, along the eastern seaboard of North America, the structural form of the county was embraced and adopted by the colonists; they also acclimated its structure in order to better satisfy the needs of colonies geographically and economically (â€Å"Overview of County Government†). However, in the aftermath of World War I, what strengthened the role and function of each political subdivision are the factors such as suburban development, the government reform movement, and the increase in rate of population growth. In fact, these awesome developments opened the door for post World War II urbanization. Moreover, there were ‘catalysts’ that led in a new era for county government: the great changes in the structure of counties, appreciating revenues, greater freedom or autonomy from the states, and the stronger political accountability (â€Å"Overview of County Government†). Exploring County Government The term â€Å"county† has been widely used all over the world, and has given various definitions. One definition of county is that it is a political subdivision of a state, and power and importance of which varies from one state to another (â€Å"County†). It is created with a purpose and function, and role and objectives, though not all has functioning governments. In the United States, there are 3, 068 counties, and all of which differ greatly in range, population and other aspects. Counties are mechanisms for states to use in order to deliver programs within geographic limitations (DeSantis and Renner). To name some are the Arlington County, Va., North Slope Borough in Alaska, Loving County in Texas, and Los Angeles County in California. In addition, there are only forty-eight among the fifty states in the United States have operational county governments (â€Å"About Counties†). 1.1 Roles of County Government Counties are nothing without purpose and roles. What leads to the development of a country is mainly derived from counties. Where autonomy is given, counties perform several roles (Sellers 6.): county finance (which describes the procedure for the adoption of the budget legal taxes and assessment, and defines allowable debt limits and special funds like capital improvement funds), zoning and land use (which defines county’s authority to obtain, hold, and sell public land or expropriation); in roads, bridges, and transportation (analyzes the system of construction, maintenance, and improvement of road system); in recreation, leisure, and culture (county’s powers in the creation of parks and recreational facilities as well as its function to create facilities empowered by the government). Moreover, in terms of public safety, health, and sanitation (county has the authority to perform procedures about public safety like fire protection, and power to promote public health through construction of health departments, hospitals, and ambulance services). However, the role of a county does not

Nayar of India Research Paper Example | Topics and Well Written Essays - 1750 words

Nayar of India - Research Paper Example sibly the most important feature of the Nayar community is their matrilineal mode of kinship, which is exceptionally unique and has been a well centered point of discussion for many acclaimed writers and authors for years. Thirdly, this paper attempts to look at the gender relations and equity. Due to the matrilineal mode of kinship, and the existence of Taravads (joint family system dominated by women), the inheritance of property and kinship is extremely diversified and showing that Nayar men have a tendency to support their sisters’ children than their wives’ children and Nayar women have separate residence to their husbands as the men usually live with their mothers or sisters. This feature of women liberalism and independence has made the Nayar women stronger financially than any other caste in India. Lastly, the paper concludes by through light on all the aspects and features of Nayar community in general. Nayar caste is one of the biggest castes in the southern part of India enriched with a diverse history and culture. It is not just a religion, a belief or name of a community but an amalgamation of different cultures and beliefs. Globally acknowledged due to their unique matrilineal way of kinship, the Nayars are often known as pride of southern India. They are sometimes mistaken as Kashatriyas, which is due to the Nayar women related to the Kashatriya men and bore their children and hence acquired this status but initially they were not part of the Kashatriyas. As this is beautifully explained by V. Balakrishnan (1982) as: ‘In the pre-British period, Nairs were responsible for maintaining order. In the administration of the land also, they had a prominent place. The matrilineal system of inheritance helped to keep the land of the family intact. Also, marriage of the womenfolk of the family to kings, local Kashatriyas and powerful Nambudiris non-Malayali Brahmins, increased their power’. Though complicatedly related to Aryans and Malayalams due

Maintenance Assignment Example | Topics and Well Written Essays - 500 words

Maintenance - Assignment Example The use of relief valves was the original method of regulating compressors in order to have the excess air released into the environment. A servo valve that is controlled by a regulator can be used and this allows for an easier control of the pressure variations in the compressors. The Compressors that are below 5–10 kW are often controlled by completely stopping the electric motor when the pressure reaches an upper limit value and by restarting it when the pressure drops below the lower limit value. A combustion engine, gas turbine or frequency controlled electric motor controls the compressor’s speed and, consequently, the flow rate. This is an efficient method that s necessary for maintaining a steady outgoing pressure and lower energy consumption. The flow rate of screw compressors can be regulated by moving the position of the discharge port into the housing, in the rotors’ lengthways direction, towards the inlet. This method is however capable of generating high power consumption. The piston compressors can be regulated through mechanical forcing of the inlet valves into the open position. This results in air being pumped out and into the cylinder with minimal energy loss that is often lower than 10% of the full-load shaft power. The inlet of the compressor can be regulated by throttling the inlet of the compressor in order to determine the minimum flow and set the range for the compressor. Inlet regulation is also achieved by arranging the vanes as radial blades in the intake causing the drawn-in gas to rotate while the flow is throttled. Controlling compressors requires a regulation system that can be used either for an individual compressor or an entire compressor installation. Regulation systems are becoming more advanced and fast growing development offers a variety of new solutions. When air is required, a signal is sent to a solenoid valve that guides the compressor’s inlet valve to the fully open position. The valve is

Institutional Theory in Governmental Organizations Literature review

Institutional Theory in Governmental Organizations - Literature review Example This pressure has forced many of them to adopt new strategies such as Institutional Theory and Performance Measurement Systems, in order to overcome this pressure. Factors making Institutional Theory applicable in the Public Sector There has been an increasing pressure, for governmental and other nonprofit organizations to adopt strategies such as Institutional Theory. It is claimed that these new strategies, will make them act more like profit-making organizations than just nonprofit organizations. According to Oliver (1997, p. 697-698), governmental organizations are more vulnerable to all the three types of institutional forces than other profit-making organizations. As he explains, researchers have shown that the susceptibility of public sector organizations to institutional pressures is extremely high due to the many stakeholders and customers that it serves. All this pressure has doomed it highly necessary for the governmental organizations to adopt strategies such as Instituti onal Theory and Performance Measurement. According to Peter and Joseph (2004, p. 283-285), the pressure that the public sector is experiencing, mainly comes from the non-profit organizations that rely on the government for funding. It is argued that non-profit organizations have grown in numbers and have evolved from small-locally owned to large, national owned organizations. Therefore, these organizations are pressuring the governmental sector more. This is because they require more funds to accomplish their elevated goals and sustain their large workforce. The state is another stakeholder that is pressuring the public sector in many countries. According to Brunson and Olsen (1993, p. 44-46), many governmental and nonprofit organizations are owned by the state or the government in many countries. Therefore, it is argued that many governments place a lot of pressure on their organizations, in order to gather popularity from the citizens. As Grafstein (1992, p. 223-225), the governme ntal organizations are also currently facing another pressure from the many customers that they serve. As he points out, many profit-making organizations have been applying the concepts of intuitional theory in their firms, so as to maintain and attract more customers. According to Katz and Khan (1978, p. 147), the services and goods being provided by the private and many other profit-making organizations are far much better compared to the ones provided by the same organizations owned by the government. As Grafstein explains, this has resulted in the governmental organizations’ customers demanding the same quality goods and services as the ones provided in the profit-making organizations. Therefore, it is claimed that many governmental and nonprofit organizations are adopting the Institutional Theory in their institutions to enable them to overcome this pressure.

Contribution of Motivation in Reducing Employee Turnover in the Essay

Contribution of Motivation in Reducing Employee Turnover in the Banking Sector - Essay Example In turn employees expect fair pay, good working conditions, proper tools and equipments, secure career, fair treatment, advancement training, power, as well as involvement in making decisions amongst many other needs (Nandanwar, Surnis, and Nandanwar, 2010: p9). Expectations from both employees and employers vary with organization and individual thus the burden experienced by top management in ensuring that there is no conflict of the interests and needs. Addressing employees’ expectations requires understanding of employee motivation. Employee motivation is one aspect of human resource management with its main function being uplifting the morale and spirit of work amongst employees (Sara, Katharina, and Sverke, 2009: p4). Uplifted spirit and morale enhance meeting of set targets, objectives, aims, goals, and standards while at the same time following established rules and regulations. Notably, employee motivation reduces movement in an out of an organization (Wilson and Madse n, 2008). In fact, employee motivation enhances retention of individuals within a firm hence reduction of employee turnover, which has so far proved to be very costly in terms of time and other resources. Banking industry is a very sensitive sector as it deals with customers’ money and other valuables. ... Within this proposal, research aims and objectives coupled with an overview of the literature to be used in the final dissertation is provided. Moreover, this dissertation proposal outlines the proposed research plan, which will include overall research strategy, underlying assumptions, research methodology, critical discussions, and conclusions. Aims of the Study Based on the above introduction, the major aims of the proposed dissertation are improvement-related. Particularly, these aims can be listed in the following chronological list. i. Identifying various aspects of employee motivation. ii. Identifying factors resulting into differential employee needs hence motivation. iii. Finding out relationship between motivation and employee turnover in the banking sector iv. Identifying how motivation reduces employee turnover in banking sector Objectives of the Study i) To identify the role of motivation in reducing employee turnover in the banking sector ii) To understand how motivatio n reduces employee turnover in the banking sector Research Questions i) How are employees in the banking sector motivated? ii) What determines employees’ motivation in the banking sector? iii) How do employees respond to motivation in the banking sector? iv) How does motivation contribute to reducing employee turnover in banking sector? v) Is motivation the major factor in reducing employee turnover in the banking sector? Chapter 2: Overview of the literature According to Rynes, Gerhart, and Minette (2004: p1), contrary to expectations of some employers contemporary employees do not place much emphasis on financial rewards. As a result, many employers have found motivation of employees very difficult despite reviewing of their financial rewards upwards (Emery and Oertel, 2006: p2). It

Case 11-1 Let There Be Light Lampshade Company Assignment

Case 11-1 Let There Be Light Lampshade Company - Assignment Example This is arrived at by dividing the volume of the packaged box by the volume of one intermodal container (Wood, & Murphy, 2011). The amount got is multiplied by the number of Shades that are contained in each package boxes which in this case for the style C is 10. Again it is should be noted that the considerations made here are after the looking into the possible cost benefit analysis in terms of full truck load and the less than truck load issues n the shipments. The total costs of delivering style A shades are $ 13,512. This is disintegrated into package cost which is $ 1632, the cost of manufacturing of the shades which is $ 10,880, the cost of transporting each container which stands at $ 1000. All these are encompassed into one whole shipment cost of $ 13, 512. The delivery costs for the style B shades stands at $ 21,885.60. This is split into package cost of 1305.60; there is also the cost of shades manufacture which stands at $ 19,580 and lastly the container shipment cost which is $ 1000 (Wood, & Murphy, 2011). Thirdly the delivery cost of the style C shades stands at $ 42,126.40. This is divided into three sets of costs which include; the package costs which stands at $ 1958.40, there is also the cost of manufacturing the shades which stands at $ 39168. The cost of shipment of the container follows with the tune of $ 1000. It is imperative to note that as these calculations are presented, there is high inculcation of the fact that there is a high level of opportunity cost that have been forgone in order to come up with such solutions. This entails the restriction on the amount of pound that should not be exceeded when transporting a shipment of container across the ocean. This has created the impediment for the use of the container especially the containers that will have the style C shades (Chopra, and Meindl, 2013). As it stands now, the limit has to be set on the amount of shades that should be transported for the

The influence of airline service quality on passenger satisfaction and loyalty Essay Example for Free

The influence of airline service quality on passenger satisfaction and loyalty Essay The current issue and full text archive of this journal is available at www.emeraldinsight.com/1754-2731.htm TQM 25,5 The influence of airline service quality on passenger satisfaction and loyalty 520 The case of Uganda airline industry Juliet Namukasa Makerere University Business School, Kampala, Uganda Abstract Purpose – The general objective of this study was to examine the influence of airline service quality on passenger satisfaction and loyalty. To achieve this, the research was guided by four specific objectives to which data collection was effected mainly by interview method using fully structured questionnaires. Design/methodology/approach – The study used random sampling technique and it covered 303 respondents on international flights using Entebbe International Airport. Data were analyzed using statistical package for social sciences 16, were w2 was used to test the hypothesis and regression analysis was performed to examine the relationships between variables. Findings – Findings indicated that the quality of pre-flight, in-flight and post-flight services had a statistically significant effect on passenger satisfaction. In addition to that, passenger satisfaction as a mediating variable also had a significant effect on passenger loyalty. It was noted that passenger satisfaction differed from person to person as some were more interested in off board facilities, others onboard, others in the quality of food while others wanted more extra luggage. Originality/value – It was recommended that airline management should consider developing various strategies for  improving service quality based on demographic characteristics of the customers such as occupation, age, gender and education level. Keywords Customer loyalty, Customer satisfaction, Airline service quality, Competitiveness, Airlines, Uganda Paper type Research paper The TQM Journal Vol. 25 No. 5, 2013 pp. 520-532 r Emerald Group Publishing Limited 1754-2731 DOI 10.1108/TQM-11-2012-0092 Introduction Nowadays the airline industry is characterized by heavy regulations which limit airlines’ room for maneuvering and accessing global markets compared to other industries which have paved ways for companies to transform into global players. This has prevented airlines from becoming truly global businesses by impeding crossborder merger and acquisition activities (Hanlon, 2007). To overcome the restrictions imposed by this nationality rule, airlines formed global alliances as a means to secure some of the benefits of a larger size and scope offer. Three major alliances namely Star Alliance, Oneworld and Sky Team now dominate the competitive landscape (Doganis, 2006). Airlines furthermore have to cope with marginal profitability (Hanlon, 2007). Therefore the delivery of high-quality service becomes a marketing requirement among air carriers as a result of competitive pressure (Ostrowski et al., 1993). Moreover airline passengers can experience many service encounters with front-line employees as well as in-flight attendants, this is called â€Å"moment of truth†. Passengers may judge or evaluate airline service quality through a comparison between their experiences and  ¨ expectations over a number of quality attributes (Gronroos, 2000) hence there is need to examine the influence of airline service quality on passenger  satisfaction and loyalty because customer satisfaction holds a significant importance in corporate sector. The airline industry in Uganda Uganda is a landlocked country, air transport is therefore of strategic importance to the nation as it guarantees an alternative gateway to the rest of the world. It provides the most efficient and quickest transport means to Uganda and from the country to the rest of the world. The development of a safe, efficient and reliable air transport industry is thus among government’s priority programmes and Uganda’s geographical location in the heart of Africa gives Entebbe International Airport greater advantage for hub and spoke operations in especially the great lakes region (Uganda Civil Aviation Authority, 2012). Uganda’s official national carrier Uganda Airlines was liquidated in May 2001 after 24 years of operations. Attempts were made by the Ugandan Government to privatize the company, however, all interested parties which included British Airways and South African Airways pulled out leading to the carrier’s demise (Centre for Aviation, 2012). Problem sta tement Excellent passenger satisfaction is one of the greatest assets for air businesses in today’s competitive environment, the on board experience is still something special for the customer, if the passenger is not satisfied with the quality of service, they will reconsider the buying decision for further flights and will probably switch to another airline (Archana and Subha, 2012). The research related to service quality and customer satisfaction in the airline industry has been growing in interest because the delivery of high service quality is essential for airlines’ survival and competitiveness (Archana and Subha, 2012). A number of studies examining the effect of airline service quality on passenger satisfaction have been carried out in other countries, for example, Archana and Subha (2012) carried out such study in India, Huang (2009) in Taiwan, Munusamy et al. (2011) Malaysia, Ahadmotlaghi and Pawar (2012) India and Mohsan et al. (2011) in Pakistan and none of such s tudy has been carried out in Uganda’s airline industry which is a great motivation for this study. General objective The general objective was to examine the influence of airline service quality on passenger satisfaction and loyalty. Specific objectives (1) to analyze the effect of pre-flight service quality on passenger satisfaction; (2) (3) (4) to examine the effect of in-flight service quality on passenger satisfaction; to analyze the effect of post-flight service quality on passenger satisfaction; and to assess whether passenger satisfaction has a significant effect on passenger loyalty. Literature review and hypotheses The aviation sector The aviation sector has become the most important segment in the economic development of a nation. It plays a vital role in moving people or products from one place to another, be it domestic or international, especially when the distances involved are far. In a highly competitive environment the provision of high quality services to passengers is the core competitive advantage for an airline’s profitability and sustained growth. Since the air transportation market has become more Airline service quality 521 TQM 25,5 522 challenging, many airlines have turned to focus on airline service quality to increase service satisfaction since service quality conditions influences a firm’s competitive advantage by retaining customer patronage and with this comes market share (Archana and Subha, 2012). Therefore delivering quality airline services to passengers is essential for airline survival, since passengers are becoming increasingly sensitive to quality. Definitions of service quality, customer satisfaction, customer loyalty Service quality can be defined as a consumer’s overall impression of the efficiency of the organization and its services (Park et al., 2004) or as a chain of services in which the entire service delivery is divided into a series of processes (Chen and Chang, 2005). Most definitions of service quality depend on the context and therefore focus on meeting the customers’ needs and requirements and how well the service delivered matches the customers’ expectations of it. In the airline industry, service quality is composed of various interactions between customers and airlines with employees seeking to influence customers’ perceptions and the image of the carriers (Gursoy et al., 2005). Though price is increasingly used as the primary way to attract customers; some airlines are looking more to service quality to get a competitive edge by distinguishing their products because competitors are relatively efficient in responding to price changes ( Jones and Sasser, 1995). These airlines’ competitive advantage lies in their service quality as perceived by customers (Chang and Yeh, 2002). Therefore ensuring quality service is the key for survival of all businesses/industries dealing in service offerings airlines inclusive. Oliver (1981) defined satisfaction as â€Å"a person’s feeling of pleasure or disappointment resulting from comparing a product’s perceived performance (or outcome) in relation to his or her expectations†. While Hansemark and Albinson (2004) defined it as an overall customer attitude towards a service provider, or an emotional reaction to the difference between what customers anticipate and what they receive regarding the fulfilment of some needs, goals or desire. The definition provided by Oliver (1981) has been used for  this study. Therefore it is very important to satisfy customers because nowadays most of them have exposure to a variety of information, they are more familiar with the present trends in technology, very well educated and more demanding in the products and services they require. Customer loyalty can be defined as â€Å"a deeply held commitment to re-buy or re patronize a preferred product/service consistently in the future, thereby causing repetitive same-brand purchasing despite situational influences and marketing efforts having the potential to cause switching behavior† (Oliver, 1997). Chin (2002) stated that an attractive frequent flier program (FFP) could actually contribute to increased loyalty from the repeat business of an increased number of customers and numerous studies have revealed that customer satisfaction positively affects loyalty (Mohsan et al., 2011; Fornell, 1992; Anderson and Jacobsen, 2000). Therefore airline companies need to review and re-examine their strategies in order to sustain customer loyalty. Effect of pre-flight service quality on passenger satisfaction In order to achieve customer satisfaction, organizations must be able to build and maintain long-lasting relationships with customers through satisfying various customer needs and demands which resultantly motivates them to continue to do business with the organization on an on -going basis (LaBarbera and Mazursky, 1983). Therefore it is presumed that pre-flight service quality has a significant effect on passenger satisfaction, thus: Airline service quality H1. Pre-flight service quality has a positive significant effect on passenger satisfaction. Effect of in-flight service quality on passenger satisfaction Ng et al. (2011) stated that in-flight services offered by flight attendants affected customer satisfaction. Airline passengers may experience many service encounters with in-flight attendants, this is called â€Å"moment of  truth†. Passengers may judge or evaluate airline service quality through a comparison between their experiences and  ¨ expectations, over a number of quality attributes (Gronroos, 2000) since most services are intangible. Thus because of this intangibility, most companies find it difficult to understand how customers perceive their services. Therefore in-flight attendants should focus on tangibles by communicating to the customers the features of the service being provided. Thus it is presumed that in-flight service quality has a significant effect on passenger satisfaction: H2. In-flight service quality has a positive effect on passenger satisfaction. Effect of post-flight service quality on passenger satisfaction An after-sales service constitutes a means to uncover extra customer needs and a strategic driver for customer retention. Oliver (1997) demonstrated that extremely satisfied customers are much more likely to remain loyal to firm than those who are merely satisfied. Hence it is presumed that post-flight service quality has a significant effect on passenger satisfaction: H3. Post-flight service quality has a positive significant effect on passenger satisfaction. Effect of passenger satisfaction on passenger loyalty A study by Mohsan et al. (2011) revealed that customer satisfaction was positively correlated with customer loyalty. It further stressed that, there was need for airline companies to always look into the needs and demands of their customers in order to survive and compete successfully in today’s dynamic corporate environment. While Fornell (1992) found that high customer satisfaction would result in increased loyalty for the firm and that customers would be less prone to overtures from competition. Thus the underlying assumption is that passenger satisfaction is positively associated with passenger loyalty: H4. Passenger satisfaction has a positive effect on passenger loyalty. Conceptual framework It gives a more detailed insight on the variables that influence passenger  satisfaction and loyalty in the airline industry based on pre-flight service quality, in-flight service quality and post-flight service quality. The variables were developed from the extensive review of literature related to the study (Figure 1). 523 TQM 25,5 524 Figure 1. Airline service quality Pre-flight Service †¢ Reliability †¢ Responsiveness †¢ Discounts In-flight Service Quality †¢ Tangibles †¢ Courtesy †¢ Language skills H1 Passenger Satisfaction H2 H4 Passenger Loyalty Post -flight Service Quality †¢ Frequent flyer programs †¢ Timeliness H3 Pre-flight service quality Quality of service is very important in ensuring customer satisfaction because frequency of bad experiences will impact a customer’s perception on the company (Munusamy et al., 2011). For example, if customers receive rude services from the same airline consistently they will be dissatisfied with the services and eventually, these customers might decide to take their businesses elsewhere. Therefore in this study, it is anticipated that pre-flight service quality (such as reliability of airline web site, discount offers, responsiveness to emergency situations like cancelled flights and baggage allowance have an influence on passenger satisfaction and loyalty). In-flight service quality In a study by Ng et al. (2011) stated that in-flight services offered by flight attendants affected customer satisfaction. Therefore in order to develop a good customer service, the in-flight crew should put emphasis on tangible cues in order to create a strong organizational image. Hence it is suggested that in-flight services such as (safety percussions, seat comfort, quality of food, in-flight entertainment services, language skills and courtesy of in-flight crew) affect customer satisfaction. Post-flight service quality Post-flight services like offering FFP, promptness of baggage delivery and retrieval are regarded as important factors that have an impact on establishing good relationships with customers which eventually influence satisfaction and loyalty. In order to survive and grow, airlines regardless of place of operation, have to be both internationally competitive and must continuously improve all aspects of their operations (Doganis, 2006). Research methodology Research paradigm Positivist paradigm was adopted because it relies mainly on statistical and quantitative estimations to arrive at a conclusion. Population and unit of analysis The population was made up of 13,558 passengers based on Uganda’s international seat capacity per week by carrier for the selected airlines between 28 November 2011 and 4 December 2011 (Centre for Aviation, 2012). It comprised of international passengers who had at least travelled once in the last 12 months with the selected airlines operating at Entebbe International Airport. This meant that the participants had a clear view about airlines’ services. These airlines included: Air Uganda, Precision air, Kenya airways, Rwanda air and Fly 540. In order to ensure fairness and accuracy of the study, airlines registered within East Africa were chosen. Compared to other regions in Africa, East Africa forms a relatively homogeneous group of countries in many respects. This homogeneity creates a favourable environment towards the emergence of an integrated air transport market. Entebbe airport was chosen because it is the one that handles international flights in Uganda. Sample design This study adopted convenience sampling. Sampling was done by interviewing randomly selected passengers, waiting for their flights at different times of the day, on every day of the week, during the period 19 July to 15 August 2012. A structured questionnaire was used for data collection. The questionnaire was divided into five sections, the first section was about the demographic profile of respondents and second, third and fourth sections were designed to evaluate passengers’ overall experiences with the quality of services they had received from the airlines and the last was dealing with the effect of passenger satisfaction on passenger loyalty. Sample size Krejcie and Morgan (1970) table was used in determining the sample size of a randomly chosen sample from a given finite population of 13,558 based on Uganda’s international seat capacity per week, by carrier for the selected airlines between 28 – November 2011 and 4 –December 2011 (Centre for Aviation, 2012). Krejcie and Morgan (1970) table indicates that if the study population size is 13,558, a statistically representative sample size should be 378 respondents. However, out of the 378 questionnaires that were  distributed, a total of 303 questionnaires were complete and had valid responses, 75 questionnaires were incomplete hence they were removed. The number of passengers sampled per airline was based on how busy the airline was at the airport during the period 19 July to 15 August 2012. The actual sample size of 303 respondents was valid for this study, because studies which had dealt with passengers as a unit of inquiry had relatively dealt with sample sizes ranging from 270 to 602, for example, Archana and Subha (2012) sampled 270 respondents; Munusamy et al. (2011) sampled 300 and Huang (2009) sampled 602 respondents. Also (Roscoe, 1975 in Sekaran, 2003) proposed some rules of thumb in determining sample size of which one of it stated that, â€Å"sample sizes larger than 30 and o500 are appropriate for most researchers†. It has also argued that in order to use w2, the overall number of items should be at least 50 (Kothari, 2004) hence the actual sample was fairly enough and suitable for models which were to be used in data analysis (Table I). Data collection methods Data were collected using both primary and secondary data sources. Primary data were collected through the use of structured questionnaires which consisted of five sections on the following aspects: respondents’ profile, quality of pre-flight services, in-flight services, post-flight services and the effect of passenger satisfaction on passenger loyalty. The questions were phrased in the form of statements scored on a five-point Likert type scale, ranking from 1 â€Å"strongly disagree† to 5 â€Å"strongly agree†. The study was conducted in the departure hall of Entebbe International Airport. Questionnaires were distributed to respondents who had under taken at least one international flight in the previous 12 months with the selected airlines. Face-to-face Airline service quality 525 TQM 25,5 Carrier airline name 526 Table I. Sample frame Population (total number of seats per week) between 28/11/11 and 4/12/11 Intended sample Actual sample Air Uganda Kenya airways Precision air Rwanda air express Fly 540 aviation Total 4,392 6,280 564 948 1,374 13,558 72 158 65 51 31 378 58 127 52 41 25 303 interviews of passengers waiting for their flights were conducted at Entebbe airport. A total of 303 sets of usable questionnaires were successfully collected yielding a response rate of 80 per cent. To reduce the refusals to participate or to answer specific questions, the researcher contacted passengers politely by explaining the purpose and contribution of the research. Reliability and validity Cronbach a was used to test the internal consistency for all items under respective variables. Hair et al. (2006) suggested that Cronbach’s a coefficient over 0.6 is adequate for basic research. The reliability of each construct was assessed by using Cronbach’s a measure which in the experiment was ranging from 0.645 to 0.850, indicating that the scale are internally consistent and reasonably free of measurement error. To ensure the perfection of the study tool, a pilot study was also conducted (Table II). Data analysis Data were analyzed using statistical package for social sciences (SPSS) version 16. w2-test was used as a way of testing the hypothesis and regression analysis was performed to examine the relationships between variables. This is in line with what was used in similar empirical studies, for example, Munusamy et al. (2011) used Pearson correlation and multiple regression analysis while Mohsan et al. (2011) used Microsoft excel and SPSS 16 to analyze data. Descriptive statistics was used to provide an overview  on the profile of international passengers using Entebbe International Airport. Interpretation and discussion of findings Hypotheses results w 2 was used in determining the relationships and significance of the variables. Testing of hypotheses was at 95 per cent level of confidence interval and results from this were Sl.No Table II. Reliability of various service factors Factors I II III IV V Pre-flight In-flight Post-flight Passenger satisfaction Passenger loyalty Number of statements Number of cases Cronbach’s a 8 8 3 3 6 303 303 303 303 303 0.723 0.819 0.645 0.704 0.850 used to reach the conclusions. To verify the causal relationships, regression was used for determining the correlation coefficients amongst variables: Airline service quality H1. Pre-flight service quality has a positive significant effect on passenger satisfaction. In the study, respondents were asked to express their opinions on different items that measured pre-flight service quality on a five-point Likert scale that ranged from 1 (strongly disagree) to 5 (strongly agree). Results showed that seven out of eight measurable indicators of pre-flight service quality had a significant effect on passenger satisfaction since they scored w2-values that were above the table value of 26.296 and also registered significant values less than the critical value of 0.05. It can therefore be concluded that pre-flight service quality has a positive significant effect on passenger satisfaction. This is in line with findings by (Munusamy et al., 2011) whose results showed that pre-flight service  quality had a positive impact on customer satisfaction. These results imply that if airline companies are to achieve a high level of customer satisfaction, they should deliver a high level of service quality, as it is normally considered an antecedent of customer satisfaction. In addition to the w2-test, correlations of indicators of pre-flight service quality were regressed against passenger satisfaction to confirm the results got from the w2-tests. Regression results showed that there was a significant positive relationship between pre-flight service quality and passenger satisfaction. Findings also indicated that from among the measurable indicators of pre-flight service quality prompt response to emergencies (r  ¼ 0.434) and reliability of airlines’ web site (r  ¼ 0.429) were among the strongest contributors to passenger satisfaction compared to price charged (r  ¼ 0.337) and baggage allowance (r  ¼ 0.122). Results therefore implied that improvement in the quality of pre-flight services offered by airline companies would result into passenger satisfaction: H2. In-flight service quality has a positive effect on passenger satisfaction. From the respondents’ opinions, all the measurable indicators of in-flight service quality had a p ositive significant effect on passenger satisfaction since they all registered significant values of 0.000 that were less than the critical value of 0.05. This concurs with the findings by Ng et al. (2011) who confirmed that in-flight services offered by flight attendants affected customer satisfaction. The findings imply that inflight services are one of the key drivers of ensuring passenger satisfaction (Table III). Additional analysis was performed were in-flight variables were cross-tabbed and regressed against passenger satisfaction in order to confirm the results got from w2-tests. Results from table below at 95 per cent confidence interval revealed that indeed in-flight service quality had a significant effect on passenger satisfaction because all significant values were 0.000 which was below the critical value 0.05 that is to say ( po0.05). This therefore confirmed that there was a significant positive relationship between in-flight service quality and passenger satisfaction. Amongst the in-flight variables, comfort and cleanliness (r  ¼ 0.460), safety (r  ¼ 0.400) and quality of food (r  ¼ 0.397) had more impact on passenger satisfaction compared to employee appearance and crew uniforms (r  ¼ 0.268) This therefore implies that airlines should improve on their inflight services, for example, quality of food, safety measures and comfort of seats since they have higher impact on passenger satisfaction (Table IV): H3. Post-flight service quality has a positive significant effect on passenger satisfaction. 527 TQM 25,5 In-flight service quality variables 1 2 3 528 4 5 6 7 I feel safe when I fly with this airline The aircraft has clean and comfortable  interiors and seats. Employees of this airline appear neat  and tidy The airline provides quality food  The cabin crew of this airline is  friendly and has good language skills. The airline provides good in-flight  services consistently My in-flight experiences with this  airline has exceeded my expectations The in-flight services that this airline  offers are worth what I pay for Table III. 8 w2-test for in-flight service quality and passenger satisfaction Note: *Critical value at 0.05 significance  ¼ 26.296 w2 Df Sign Status 16 0.000 Significant 1.500E2* 16 0.000 Significant 1.192E2* 99.534* 16 16 0.000 0.000 Significant Significant 1.296E2* 16 0.000 Significant 79.790* 16 0.000 Significant 89.575* 16 0.000 Significant 69.843* 16 0.000 Significant R R2 Significance 0.400 0.460 0.160 0.212 0.000 0.000 0.268 0.397 0.072 0.158 0.000 0.000 0.365 0.380 0.133 0.144 0.000 0.000 0.355 0.126 0.000 0.301 0.507 0.091 0.257 0.000 0.000 85.831* In-flight service quality variables 1 2 3 4 5 6 7 Table IV. Regression of in-flight service quality on passenger satisfaction 8 I am less worried when I fly with this airline because I feel safe when I fly with it The aircraft has clean and comfortable interiors and seats Employees of this airline appear neat and tidy and I like the crew uniforms The airline provides quality food (Cuisine ) and beverages The cabin crew of this airline are friendly and have good  language skills The airline provides good in-flight services consistently My in-flight experiences with this airline has exceeded my  expectations Considering the in-flight services that this airline offers; they are worth what I pay for Overall in-flight service quality From Table V, all the three post-flight indicators registered w2-values above the table values of 26.296 and indicated significant values less than the critical value (0.000o0.05). These results indicate that the quality of post-flight services has a significant effect on passenger satisfaction. Oliver (1997) demonstrated that extremely satisfied customers were much more likely to remain loyal to firm than those who were merely satisfied. Therefore this implies that a company has to create customer relationships that deliver value beyond those provided by the core product (Table V). Further analysis was performed to identify the causal relationship amongst these variables were by indicators of post-flight service quality were regressed on passenger satisfaction. Results indicated that there was a significant positive relationship between the quality of post-flight services and passenger satisfaction. From the indicators of post-flight services, passenger comments and concerns (r  ¼ 0.503) had more predictive power on passenger satisfaction because it had a higher correction coefficient compared to the FFP (r  ¼ 0.325): Airline service quality H4. Passenger satisfaction has a positive effect on passenger loyalty. Results from Table VI show that passenger satisfaction has a significant effect on passenger loyalty. This concurs with previous studies by Parasuraman et al. (1988) and Anderson and Sullivan (1993) who concluded that customer satisfaction was one of the major determinants of customer loyalty. This aspect is strengthened by Lin and Wang (2006), whose study concluded that customer satisfaction influences customer loyalty. This relationship has been investigated in previous studies for example findings by (Yang and Peterson, 2004) suggested that customer loyalty can be generated through improving customer satisfaction and offering high product/service value. Therefore delivering high quality in the airline industry should be recognized as the most effective means of ensuring customer satisfaction and loyalty. 529 Conclusion In general the study findings have coincided with other studies that the quality of airlines’ services has a significant influence on passenger satisfaction and loyalty. Findings indicated that pre-flight, in-flight and post-flight services had a significant effect on passenger satisfaction. In addition to that, passenger satisfaction as a mediating variable also had a significant effect on passenger loyalty. The study results imply that airline marketers should develop various strategies to improve service quality, for example, meeting passengers’ desired service levels, improving the quality of in-flight meals, solving service problems effectively, developing convenient reservation and ticketing systems, making convenient schedules for passengers and reducing the effect of service failures as these directly affect passenger satisfaction and loyalty. Implications of the results to the various stakeholders Managerial implications to the airline companies The results of this study highlight to management that safety and security are the most important in-flight service quality dimensions in international  air travel as perceived w2 df Sign Status 62.255* 66.676* 1.316E* 16 16 16 0.000 0.000 0.000 Significant Significant Significant Post-flight service quality variables 1 2 3 The airline has a sound loyalty programme to  recognize you as a frequent customer This airline has efficient baggage handling My concerns are highly valued by this airline Note: *Critical value at 0.05 significance  ¼ 26.296 Passenger satisfaction variables 1 2 3 In comparison to other airlines, am satisfied with the  airline’ services Am satisfied with this airline’s personnel This airline values customers’ comments w2 df Sign Status 1.560E2 89.604 1.100E2 16 16 16 0.000 0.000 0.000 Significant Significant Significant Table V. w2-test results for post-flight services and passenger satisfaction Table VI. w2-test results for passenger satisfaction and passenger loyalty TQM 25,5 530 by airline passengers. This may be as a result of the 11 September 2001 terrorist attacks, the Iraq War and the constant threat of terrorism. To address the public’s growing concern about air travel safety, airlines should be receptive to consumer input. Airlines should inform the public of their continuous drive to provide a safer flying environment and should publicize the security improvements of the international air travel industry to boost consumer confidence. Government policy makers Government should reduce on the ill-conceived policy initiatives that over-regulate and excessively charge high taxes from airline companies as this limits airlines registered within East Africa from competing effectively with other airlines from other nations due to economic hardships. This prevents aviation from being the catalyst for economic growth. Based on the study findings, the effect of airline service quality on passenger satisfaction and loyalty imply that a company with good airline services is more likely to stand out in the market place because it draws both repeat customers and trial users Therefore airline companies should strive to be consistent with the quality of services they offer to their passengers. Recommendations Customers have to be actively involved in the service process to ensure their satisfaction and commitment (loyalty) in the long run. The coordination of the different airline service components, as well as their incorporation in a clear and integrated communication strategy further supports the creation of a harmonious brand image in customers’ minds, which is the basis for the development of relationships between customers and the airline and, this could result into the development of true customer loyalty. Airline companies should strive for value creation and appropriate allocation of resources in international air travel by creating more realistic consumers’ expectations about the promises that airlines make as this may increase the level of passenger satisfaction, for example, through meeting customers’ desired service levels, dealing effectively with dissatisfied customers and confronting customer complaints positively. This will enable management to differ entiate their brand from other airlines in terms of service quality. Suggested areas for further research This study was limited in the context of airline services for international passengers. Domestic passengers’ opinions on the influence of airline service quality on passenger satisfaction and loyalty might be different from that of international passengers. Hence, an empirical examination needs to be undertaken in order to assess how domestic passengers’ opinions are different from that of international passengers. 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