Cloud Computing and Digital Call Center on Corporate Performance of Airline Industry in Kenya

Abstract

Digitalization has brought diverse challenges and opportunities for the airline industry. The aim of this study is to examine the effect of cloud computing and digital call center on the corporate performance in the airline industry in Kenya. Specifically, the study seeks; to examine the influence of digital call center on the performance of the airline industry in Kenya; to assess the effect of cloud computing on the corporate performance of the airline industry in Kenya. The study adopted a descriptive research design and applied case study in data collection. The study population was Kenya Airways 3300 staff while the unit of analysis was Kenya Airways staff in Nairobi office. A sample of 100 employees was randomly selected for the study. The study relied on quantitative data collected through a questionnaire structured to meet the objectives of the study. The quantitative data was analysed using descriptive and inferential statistical methods. The study results indicated a correlations value of R=0.577 exists, which indicates that there is a positive association between digital call center and cloud computing on corporate performance The coefficient of determination R-Square R2 = 0.332 which implies that digital call center and cloud computing explains 33.2% of the variance in corporate performance in airline industry in Kenya. Study concludes that digital call center agents are a valuable team to the airline industry. Therefore, digital call center has had a positive impact on service delivery in Kenya Airways and generally in the airline industry. Secondly, customers expect airlines to use technology such as cloud computing for ease of service delivery and that the use of cloud computing technologies keep employees connected and enhance the rate of work flow and also that work is done efficiently and effectively as a result of cloud computing technologies. The study recommends that Airlines should increase adoption of cloud computing for ease of service delivery and that the use of cloud computing technologies keep employees connected and enhance the rate of work flow and also that work is done efficiently and effectively as a result of cloud computing technologies. In relation to the digital call centre, it is important that the airline industry invests in state of the art call centers that bring on board social media, and other interactive platforms to ensure services are offered o customers efficiently and effectively. The study proposes continued adoption and use of digital transformational technologies by airline industry in Kenya to achieve competitive advantages and sustainability.