Stakeholder Engagement and Communication Management Assessment: A Case Study of Addis Ababa Bole International Airport (AABIA)
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Date
2024-05
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Addis Ababa University
Abstract
This thesis aimed at assessing stakeholder’s engagement and communication management at Addis Ababa Bole International Airport (AABIA). The study used qualitative research method to find out Addis Ababa Bole International Airport stakeholders engagement and communication management. The researcher used, interview, focus group discussion and document analysis to gather qualitative data needed for the study. The researcher-analyzed contents from the stakeholder’s correspondences letters and proceedings from meetings filed at their offices. Additionally, he conducted interviews with two management staff and a focus group discussion involving staff from the Customer Care and Terminal Operations office at AABIA. Based on the findings of the analyzed data, the researcher concluded that the AABIA plays important role in stakeholder’s relationship and communication management. Moreover, Communication plays significant role in supporting operational activities and service delivery efforts of the airline. The findings also showed that a lack of common communication procedures and standards for managing the daily activities of the AABIA. Absence of various communication channels are identified as a challenge to enhanced engagement. Manpower shortage and lack of recurrent communication training have also been identified as additional challenges. The researcher recommended that AABIA should nurture the active participation of stakeholder and communication to maximize its process efficiency. The researcher also suggest that the AABIA should enhance service delivery through world-class communication Channels s. Addressing the gaps in relation to staff turnover of stakeholders and absence of communication training are also recommended as corrective measures.