An Application of Cluster Analysis Method to Determine Vietnam Airlines’ Ground Handling Service Quality Benchmarks

Abstract

This paper recommends that Vietnam Airlines use a pro-offered model to both evaluate and improve its current service network being operated at international airports. The model includes cluster analysis, ANOVA, and Scheffé post hoc to provide service performance insights and to serve as a complementary corporate benchmark for evaluating service potential and for identifying deficient service areas. By means of this model, the managerial board can designate a potent strategy for ground handling service. Additionally, the given model provides expatriate station managers with a clearer viewpoint of the localized productivity level as performed in relation to other airports concomitant within their own clusters.