Balanced scorecard based performance measurement of European airlines using a hybrid multicriteria decision making approach under the fuzzy environment |
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| Institution: | 1. Instituto Superior de Economia e Gestão, University of Lisbon, Rua Miguel Lupi, 20, 1249-078 Lisbon, Portugal;2. COPPEAD Graduate Business School, Federal University of Rio de Janeiro, Rua Paschoal Lemme, 355, 21949-900 Rio de Janeiro, Brazil;1. Department of Finance, MingDao University, Taiwan;2. National University of Ocean, Taiwan;3. Department of Business Administration (MBA), Lunghwa University of Science & Technology, Taiwan;1. Department of Mechanical and Manufacturing Engineering, University of San Carlos, Cebu City 6000, Philippines;2. School of Management, University of the Philippines Cebu, 6000 Cebu City, Philippines;1. Department of Industrial Management, Faculty of Management and Accounting, Allameh Tabataba''i University, Tehran, Iran;2. Department of Construction Technology and Management, Vilnius Gediminas Technical University, Sauletekio al. 11, LT–10223 Vilnius, Lithuania;1. I??k University, Istanbul, 34363, Turkey;2. I??k UNiversity, Istanbul, 34363, Turkey;3. I??k University, Istanbul, 34363, Turkey |
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| Abstract: | The purpose of this study is to evaluate the performance of the European airlines, using a balanced scorecard perspective. Within this scope, a hybrid multi-criteria approach was used by combining the Fuzzy DEMATEL, Fuzzy ANP, and MOORA methods. The results demonstrate that customer dimensions and profit per customer are the most significant key factors in the balanced scorecard perspective. Additionally, the airline companies with the largest profit (per employee) and highest number of passengers and flights (per employee) had the best scores in the multidimensional performance results. Furthermore, the airline companies with the highest profitability and efficiency are more successful than other companies. Therefore, we recommend European airlines to focus on these aspects in order to improve their performance. This study makes an important contribution to literature by helping to solve a significant problem in the market with the proposed methodology. |
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| Keywords: | European airline industry Multicriteria decision-making Balanced scorecard Fuzzy DEMATEL Fuzzy ANP MOORA |
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