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

Table 1

Main indicators for 2016 service delivery standards and results.

#	Main indicators	Target	Results
1	Punctuality—within 15 minutes of scheduled time of departure (STD)/expected time of departure (ETD) (refer only to flight delays attributable to pertinent handling company)	≥99.5%	99.89
2	Check-in process; (i) Transit passengers handling; (ii) Queuing area in order; (iii) Professional staff at check-in; (iv) If required, assist passengers in doing airport procedures	≥84/100	83.70
3	Boarding process; (i) Clarity and coherency of speech used for boarding; (ii) Lounge-to-aircraft convenience	≥84.5/100	82.68
4	Manners and professional attitude expressed by staff	≥84/100	83.74
5	Passenger complaints, per 1,000 passengers	≤0.1	0.00
6	Mishandled baggage, per 1,000 passengers	≤0.2	0.20
7	Mishandling occurring in examination of passengers’ travel documents, per 10,000 passengers	≤0.3	0.09

Source: adapted from Kaohsiung Service Delivery Standards 2016 and Results.