Investigating the key performance factors in circumventing the effects of sanctions imposed by the gulf cooperation council (gcc). A case study of qatar airways (2016-2020)

Abstract

The study aimed to investigate the key performance factors in circumventing the effects of sanctions imposed by the Gulf Cooperation Council (GCC) on Qatar. A case study of Qatar Airways (2016-2020) in the form of desktop analysis/document review coupled with observation was carried out. Effects of sanctions identified included the closure of air corridors, increased operational costs, and in-access to services from certain insurance companies and travel agencies. From the results, management was observed to have implemented the following measures to caution the airlines from the effects of sanctions: close monitoring of flights, integration of all operations activities, network expansion, effective marketing, continued engagement with the sanction imposers, consistency in terms of management action and the messages communicated and fighting sanctions legally through the courts. Key Success Factors (KSFs) were extracted from these management initiatives credited with the continued success of Qatar Airways which included marketing, Corporate Social Responsibility (CSR), service quality, marketing, security, resources availability, technology, synergies, diversification, and government support. From the management initiatives, Key Performance Indicators (KPIs) were also extracted which acted as barometers to indicate the progress being made by implementation of these management initiatives in the fight against sanctions. These included accolades, passengers/cargo, fleet size, revenue, employees, and crisis indicators. These findings from the study can be used by other airlines that may find themselves under sanctions.

Thesis (MCom) -- Faculty of Commerce and Administration, 2021