The relationship among unlimited improvement, employee performance, customer satisfaction and business performance: A research on Libya airway cargo companies

Customer satisfaction and unlimited improvement are two theoretical concepts that focus on the customer and the prevalence of quality practice. While customer satisfaction reveals the extent to which the service received meets the expectations of the customer, unlimited improvement ensures the determination of the enterprise in quality improvement and the will to spread quality improvement throughout the company. In addition, employee performance and business performance are accepted as the most important variables in measuring the efficiency, success and competitiveness of the organization. While employee performance measures the extent to which individual employees can achieve predetermined performance targets, business performance is also evaluated as an indicator of the level of achievement of the goals of the enterprise. The aim of the current research is to investigate the relationship between customer satisfaction and employee performance and unlimited improvement in air cargo companies in Libya. Four scales were adopted to measure the variables through a questionnaire. The sample includes 200 employees determine by judge method working in Libyan air cargo companies. It was determined that the scales were valid and reliable. In the correlation analysis, positive and statistically significant relationships were determined between all variables. A linear regression model was used to model business performance using the other three variables, where positive effects were identified for each variable: It is therefore considered beneficial for organizations to consider these variables for planning, strategy formulation and monitoring. KEYWORDS: Customer satisfaction, unlimited improvement, employee performance, business performance, airway cargo, Libya. February 2022, 90 Page.