摘要：AbstractPerformance is a systematic management process. In order the process to be successful, the management ought to adopt a strong administrative mentality. During this process, the phases of planning, appraisal and development to be actuated significantly. Strong human resources in the managements can only be achieved through a strong performance appraisal. In today's competitive markets, when the performance appraisals of the managements are oriented to the marketing and the sales, the motivation of the employees will be focused on the profit targets. Here, the most significant variables e.g. “time, amount, quality, costing, health and security standards” shall be implemented according to the requirements of the performance management systems and organisations. The purposes, the principles, the traditional and contemporary methods of the performance appraisal methods have been examined in the theoretical section of the study. The employee and customer satisfaction has been measured in the implementation section of the survey, which comprises a customer satisfaction survey conducted in the scope of a performance appraisal system on the employees of an airport management. Furthermore, the survey also comprises the satisfaction degree in respect to the employee education and the impacts to the degree of the customer satisfaction. Hence the contribution of the education process to the employee behaviour has been provided. The questionnaire articles of the study has been prepared, the responses obtained, their assortment done, passed through the statistical programs and SPSS for Windows 15.0 program has been utilised for the obtained findings. Descriptive statistical methods (e.g. frequency, average, standard deviation) has been utilised during the appraisal of the data. Results and proposals are brought forward by the matched t-test, independent sample t-test, anova, pearson and correlation used as the hypothesis tests.
