Performance Measurement System (PSM) and Balanced Scorecard (BSC) Strategies Used in the Process related with Ramp Handling Services of Ground Handling Management

İnan, Tüzün Tolga

doi:10.30518/jav.401511

Cited by 3 publications

(1 citation statement)

References 49 publications

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“…These global airport rankings indicate what customers perceive about the quality-of-service delivery of international airports -an element that is essential in using the BSC for airport performance evaluation. In addition to this, the BSC can be used alongside the performance management system (PMS) process to determine the performance indicators that reflect the airport's internal value chain, as has been done by [35]. These past studies that adopted the balanced scorecard in evaluating airports and airlines are a representation 100 International Symposium on Engineering and Business Administration of its flexibility, thereby emphasizing its effectiveness and viability in measuring performance and service quality among global airports.…”

Section: Literature Reviewmentioning

confidence: 99%

Performance Measurement of Airports Incorporating Employees’ and Customers’ Perspectives

Alhammadi,

Zervopoulos

2023

Advances in Science and Technology

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The purpose of this study was to explore airport performance and its impact on customers’ and employees’ satisfaction. This study applied a slacks-based measure network DEA (NSBM) model to evaluate the performance of sixteen international airports. Ten variables were incorporated in the two-stage NSBM model. Specifically, five inputs (i.e., number of employees, number of terminals, number of runways, airport area, and capacity) and three outputs (i.e., number of passengers, number of aircraft movements, and cargo) were used for the first stage. In the second stage, all outputs from the previous stage served as inputs (linking activities), while the outputs of this stage are the perceptions of employees and customers about the work environment and the quality of outputs produced by the first stage, respectively. Drawing on our empirical analysis findings, smaller airports perform better than larger counterparts. In particular, the airports that achieved satisfactory employees’ and customers’ satisfaction scores were those operating a comparatively high number of small-size terminals and have a relatively small number of employees.

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Section: Literature Reviewmentioning

confidence: 99%

Performance Measurement of Airports Incorporating Employees’ and Customers’ Perspectives

Alhammadi,

Zervopoulos

2023

Advances in Science and Technology

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Analytic Hierarchy Process-Based Airport Ground Handling Equipment Purchase Decision Model

Tao

Lee

2021

Sustainability

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The Airport ground handling services (AGHS) equipment supplier provider selection requires a safety guarantee in terms of the daily operations AGHS provider. AGHS providers seek to avoid aircraft damage and airline delays and ensure the provision of reliable and high-quality services. The primary objective of this paper was to develop purchasing decision model of the analytic hierarchy process (AHP), AHP-fuzzy linear programming (FLP), and AHP-Taguchi loss function (TLF) multi-choice goal programming (MCGP) purchase decision models to help the AGHS purchasing managers in selecting the best AGHS equipment supplier provider. The constructed models were assessed, and results obtained for the AHP-FLP and AHP-TLF-MCGP models were compared. We conducted a real-world example of supplier selection by an AGHS company by using the proposed models. The proposed model provides useful information and has practical value for AGHS providers.

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A Case Study of Lufthansa, Vueling, and Wizz Air Aircraft Turnarounds at Lisbon Airport

Costa

Quadros

Barqueira

2023

Challenges and Opportunities for Aviation Stakeholders in a Post-Pandemic World

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Ground handling services must be provided in accordance with the airlines' strategy in order to add value and create competitive advantage for the contracting airline, and it is therefore critical to understand how airlines shape ground handling services based on their business models. This study addresses ground handling services by focusing on the aircraft turnarounds of full-service, hybrid and low-cost airlines. It aims to extend the knowledge of the procedures, activities, and resources of aircraft turnarounds by comparing, based on qualitative research using the case study method, the characteristics of Lufthansa, Vueling and Wizz Air aircraft turnarounds. The results point out that the tasks related to unloading/unloading the holds, cleaning the cabin, and disembarking/embarking passengers, are the turnaround tasks that show the most differences between the three business models, playing an important role in the value creation strategy and in increasing the competitive advantage of airlines in ground handling services.

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Performance Measurement System (PSM) and Balanced Scorecard (BSC) Strategies Used in the Process related with Ramp Handling Services of Ground Handling Management

Cited by 3 publications

References 49 publications

Performance Measurement of Airports Incorporating Employees’ and Customers’ Perspectives

Performance Measurement of Airports Incorporating Employees’ and Customers’ Perspectives

Analytic Hierarchy Process-Based Airport Ground Handling Equipment Purchase Decision Model

A Case Study of Lufthansa, Vueling, and Wizz Air Aircraft Turnarounds at Lisbon Airport

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