Performance Measurement of Airports Incorporating Employees’ and Customers’ Perspectives

Abstract

The purpose of this study was to explore airport performance and its impact on customers’ and employees’ satisfaction. This study applied a slacks-based measure network DEA (NSBM) model to evaluate the performance of sixteen international airports. Ten variables were incorporated in the two-stage NSBM model. Specifically, five inputs (i.e., number of employees, number of terminals, number of runways, airport area, and capacity) and three outputs (i.e., number of passengers, number of aircraft movements, and cargo) were used for the first stage. In the second stage, all outputs from the previous stage served as inputs (linking activities), while the outputs of this stage are the perceptions of employees and customers about the work environment and the quality of outputs produced by the first stage, respectively. Drawing on our empirical analysis findings, smaller airports perform better than larger counterparts. In particular, the airports that achieved satisfactory employees’ and customers’ satisfaction scores were those operating a comparatively high number of small-size terminals and have a relatively small number of employees.