Role of Quality Principles Management Practices in Organizational Performance in Public Institutions: A Case of Rwandair, (2020-2025)

Egide Nkurunziza & Jean De Dieu Dushiminmana
University of Kigali
Email: egiden984@gmail.com

Abstract: The purpose of this study is to assess the role of Quality principles management practices in organisational performance in public institutions a case of RwandAir, in Rwanda (2020-2025). The specific objectives of the study were to examine the influence of customer focus on the performance of RwandAir, to assess the effect of process standardization and control to the performance of RwandAir, to evaluate the role of leadership and strategic direction on the performance of RwandAir and to examine the contribution of customer feedback and complaint management on the performance of RwandAir. The research design is mixed approaches; the population and sample size were 150. Census sampling was used. The data was collected on 150 participants using questionnaires and interview guide. Customer focus contributes to the performance of organizational at correlation of r= 0.855; further, standardization and control influence performance of organizational at .822;addition, Leadership and strategic direction influence the performance of organizational at .824; at the end, findings showed that customer feedback and complaint management influences organizational performance at r= .830; The study concluded that quality principles management practices contributes to the organizational performance in public institutions. The study recommended airline companies to invest in specialized crisis management.