تقييم العملاء و أثره على كفاءة الأداء : دراسة ميدانية على الخطوط الجوية الكويتية

Abstract EN

Customer Evaluation and its Effect on the Performance Efficiency– a Field study on Kuwaiti Airlines”, the researcher tackles the effect of customer evaluation on the performance efficiency of Kuwaiti airlines, which are considered one of the most important economic sectors of Kuwait and increase the level of its economy.

In addition, the researcher tries through this study to identify the effect of customer evaluation on performance efficiency.

This study aimed to identify the most important factors required for evaluating customer opinions and the extent to which attention is paid to supporting and providing these factors, and factors contributing to increasing performance efficiency, and determine the effect of customer evaluation on increasing the performance efficiency of Kuwaiti airline companies with presenting a number of recommendations that can be helpful for management leaders in Kuwaiti airlines, relevant ministries and those interested in this field.

From the scientific aspect, the study seeks to identify the effect of customer evaluation on increasing performance efficiency, the extent to which strategic plans and future strategic objectives are available, and their evaluation to achieve their objectives.

In turn, this uncovers the effect of customer evaluation in the internal environment and opportunities and risks in the external environment on increasing performance efficiency.

On the other hand, from the practical aspect, the study aims to highlight the importance of implementing and practicing customer evaluation in the Kuwaiti airlines, which is useful for the officials of Kuwaiti airlines in the identification of the reality of customer evaluation in their companies.

The researcher used the descriptive analytical method in reaching field study findings and used purposive sampling to choose the sample of study consisting of 384 of customers.

The findings of study proved that all key hypotheses and sub-hypotheses are valid.

In addition, the study showed that there are some key factors which are necessary for customer evaluation and which contribute to increasing the performance efficiency of Kuwaiti airlines.

The study recommended that it is necessary to pay attention to the key factors required for customer evaluation and which contribute to increasing the performance efficiency of Kuwaiti airlines.

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