The Impact of Applying Deming's Model on Institutional Performance in Air Navigation: A Study on Quality and Customer Satisfaction

Abstract

This study investigates the influence of applying Deming's model on the institutional performance of air navigation, with a specific focus on the concept of quality and its alignment with the present and future needs and expectations of customers. The research was conducted within the Department of Air Traffic in Kuwait, specifically within the Air Navigation Services Company, utilizing a sample of 206 employees. To achieve its objectives, the researcher developed a questionnaire as the primary research tool, designed to assess the relationship between the application of the Deming model and institutional performance. The study reveals several significant findings. Firstly, there exists a statistically significant relationship at a significance level of α≤0.05 between the practices of the Deming model and the promotion of administrative innovation within the Air Navigation Company in Kuwait. Additionally, the research demonstrates a statistically significant effect at the α≤0.05 level of Deming model practices on internal institutional innovation. Moreover, a similar statistically significant effect at α≤0.05 was observed for Deming Model Management practices on creating value within the Air Navigation Company in Kuwait. Among the key recommendations arising from this study is the importance of assessing the quality of air navigation services from the perspective of customers, particularly in light of the application of the Deming model. Understanding customer perceptions and expectations can play a pivotal role in further enhancing the quality and effectiveness of air navigation services. This research contributes valuable insights into the application of Deming's model in the context of air navigation, shedding light on its potential benefits in terms of innovation, quality, and value creation.