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.

CriteriaCluster means in each criterionANOVA resultsPost hoc results

Check-in processA1 = 78.7550F = 15.648 > Fcrit (4.23, 0.05) = 2.80 Sig = 0.000A4, A5 > A3;
A2 > A1
A2 = 82.8733
A3 = 81.3200
A4 = 85.8100
A5 = 84.6333

Boarding processA1 = 77.8875F = 29.712 > Fcrit (4.23, 0.05) = 2.80 Sig = 0.000A4, A5, A3 > A2, A1
A2 = 78.7900
A3 = 82.8025
A4 = 83.8625
A5 = 83.2767

Staffing attitudeA1 = 78.8875F = 31.474 > Fcrit (4.23, 0.05) = 2.80 Sig = 0.000A4, A5 > A2, A3 > A1
A2 = 81.1400
A3 = 81.7963
A4 = 85.3600
A5 = 84.0350

Customer complaintsA1 = 0.0925F= 1.013 < Fcrit (4.23, 0.05) = 2.80 Sig = 0.421Non-significant differences
A2 = 0.1217
A3 = 0.0563
A4 = 0.1700
A5 = 0.0583

Baggage mishandlingA1 = 2.4850F = 12.294 > Fcrit (4.23, 0.05) = 2.80 Sig = 0.000A2, A5, A3, A1 > A4
A2 = 0.2950
A3 = 1.1475
A4 = 5.9050
A5 = 1.1050

Personal document mishandlingA1 = 0.5525F = 4.124 > Fcrit (4.23, 0.05) = 2.80 Sig = 0.012A5, A3, A1, A2 > A4
A2 = 0.6683
A3 = 0.3437
A4 = 1.3775
A5 = 0.2550

Cluster 1 = A1; cluster 2 = A2; cluster 3 = A3; cluster 4 = A4; cluster 5 = A5. ; .