ASSESSING THE IMPACT OF AIRPORT COLLABORATIVE DECISION-MAKING FRAMEWORK ON QUALITY SERVICE DELIVERY IN TANZANIA; A CASE OF JULIUS NYERERE INTERNATIONAL AIRPORT

This study aimed to assess the Impact of Airport Collaborative Decision-Making Framework on Quality Service
Delivery in Tanzania; A Case of Julius Nyerere International Airport. The specific objectives included to examine the
role of information sharing in collaborative decision making on service delivery; and to identify the challenges that
hinder the implementation of the A-CDM framework at JNIA. The theoretical framework incorporated Systems theory
by Bertalanffy (1968) and Stakeholder Theory by (Freeman, 1984). The research design employed descriptive
correlational design, with both quantitative and qualitative methods to obtain data from Julius Nyere International
Airport. A sample of 119 participants was selected for the study using both simple random sampling and purposive
sampling techniques, including air traffic controllers, Airport staff, ground handlers, airlines and passengers. Data
were collected through interview and questionnaire methods. Data were analyzed both quantitatively and qualitatively
and kept under validity and reliability. Findings revealed moderate levels of stakeholder collaboration, with 82% of
respondents confirmed that information sharing enhances operational coordination and 75% reported on improved
passenger satisfaction. Poor communication (78%, mean = 4.30), resistance to change (75%, mean = 4.24),
technological limitations (83%, mean = 4.25), and insufficient training (66%, mean = 4.12). The study concluded that
implementation of Airport Collaborative Decision-Making at Julius Nyerere International Airport contributed to
improved service quality delivery and operational efficiency, but still, it is not at the outmost level due to the challenges
facing the Julius Nyerere International Airport which were revealed in the study, these include poor communication,
resistance to change, technological limitations and insufficient training. It was recommended that the Airport operator
should invest in integrated communication systems, upgrading technological infrastructure, staff training, and a culture
of adaptability among stakeholders.