Research Article
An Application of Cluster Analysis Method to Determine Vietnam Airlines’ Ground Handling Service Quality Benchmarks
Table 4
Results of one-way ANOVA and Scheffé post hoc test for 2016.
| | Criteria | Cluster means in each criterion | ANOVA results | Post hoc results |
| | Check-in process | B1 = 76.7500 | F = 35.825 > Fcrit (4.23, 0.05) = 2.80 Sig = 0.000 | B4 > B5 > B1; B4 > B2; B2 > B3 | | B2 = 82.3300 | | B3 = 79.1700 | | B4 = 88.0000 | | B5 = 81.9200 |
| | Boarding process | B1 = 76.0000 | F = 36.176 > Fcrit (4.23, 0.05) = 2.80 Sig = 0.000 | B4, B5 > B3 > B2; B5 > B1 | | B2 = 75.0000 | | B3 = 78.3300 | | B4 = 83.0000 | | B5 = 81.4600 |
| | Staffing attitude | B1 = 77.3475 | F = 25.485> Fcrit (4.23, 0.05) = 2.80 Sig = 0.000 | B4 > B5, B2, B3; B4 > B3; B2, B5 > B1 | | B2 = 80.8300 | | B3 = 79.4283 | | B4 = 86.2000 | | B5 = 82.2546 |
| | Customer complaints | B1 = 0.0800 | F = 0.875 < (4.23, 0.05) = 2.80 Sig = 0.494 | Non-significant differences | | B2 = 0.0767 | | B3 = 1.2233 | | B4 = 0.1150 | | B5 = 0.0031 |
| | Baggage mishandling | B1 = 0.1875 | F = 2.557 < Fcrit (4.23, 0.05) = 2.80 Sig = 0.066 | Non-significant differences | | B2 = 1.0467 | | B3 = 0.8800 | | B4 = 5.1000 | | B5 = 1.7262 |
| | Personal document mishandling | B1 = 0.2150 | F = 1.651 < Fcrit (4.23, 0.05) = 2.80 Sig = 0.196 | Non-significant differences | | B2 = 0.8200 | | B3 = 0.4350 | | B4 = 1.0200 | | B5 = 0.3254 |
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Cluster 1 = B1; cluster 2 = B2; cluster 3 = B3; cluster 4 = B4; cluster 5 = B5. . |
