Research Article
An Application of Cluster Analysis Method to Determine Vietnam Airlines’ Ground Handling Service Quality Benchmarks
Table 3
Results of one-way ANOVA and Scheffé post hoc test for 2015.
| Criteria | Cluster means in each criterion | ANOVA results | Post hoc results |
| Check-in process | A1 = 78.7550 | F = 15.648 > Fcrit (4.23, 0.05) = 2.80 Sig = 0.000 | A4, A5 > A3; A2 > A1 | A2 = 82.8733 | A3 = 81.3200 | A4 = 85.8100 | A5 = 84.6333 |
| Boarding process | A1 = 77.8875 | F = 29.712 > Fcrit (4.23, 0.05) = 2.80 Sig = 0.000 | A4, A5, A3 > A2, A1 | A2 = 78.7900 | A3 = 82.8025 | A4 = 83.8625 | A5 = 83.2767 |
| Staffing attitude | A1 = 78.8875 | F = 31.474 > Fcrit (4.23, 0.05) = 2.80 Sig = 0.000 | A4, A5 > A2, A3 > A1 | A2 = 81.1400 | A3 = 81.7963 | A4 = 85.3600 | A5 = 84.0350 |
| Customer complaints | A1 = 0.0925 | F = 1.013 < Fcrit (4.23, 0.05) = 2.80 Sig = 0.421 | Non-significant differences | A2 = 0.1217 | A3 = 0.0563 | A4 = 0.1700 | A5 = 0.0583 |
| Baggage mishandling | A1 = 2.4850 | F = 12.294 > Fcrit (4.23, 0.05) = 2.80 Sig = 0.000 | A2, A5, A3, A1 > A4 | A2 = 0.2950 | A3 = 1.1475 | A4 = 5.9050 | A5 = 1.1050 |
| Personal document mishandling | A1 = 0.5525 | F = 4.124 > Fcrit (4.23, 0.05) = 2.80 Sig = 0.012 | A5, A3, A1, A2 > A4 | A2 = 0.6683 | A3 = 0.3437 | A4 = 1.3775 | A5 = 0.2550 |
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Cluster 1 = A1; cluster 2 = A2; cluster 3 = A3; cluster 4 = A4; cluster 5 = A5. ; . |