Development of an Integrated Quality System Index (QSI) for Aviation Ground Handling Operations Using the Fuzzy LAAW Method

Abstract

Ground handling has become increasingly complex, creating a growing need for comprehensive performance measurement that integrates multiple dimensions of operational quality. This study develops an integrated Quality System Index (QSI) that combines key performance indicators (KPIs) related to safety, security, service quality, and regulatory compliance into a unified assessment framework. KPIs from these four dimensions are structured hierarchically, and their relative importance is determined using judgments collected from a panel of 96 ground-handling professionals with expertise in the respective areas. The experts are classified into three organizational groups: directors and managers, coordination and station chiefs, and auditors and specialists. A fuzzy multi-criteria decision-making framework based on the Logarithmic Additive-Weighting-Coefficient Estimation (LAAW) method is employed to determine KPI weights and analyze differences in perceived importance across organizational levels. The proposed QSI is designed not only to provide an overall performance score but also to prevent strong performance in one dimension from compensating for unacceptable performance in critical areas such as safety, security, or regulatory compliance. The framework therefore combines integrated performance assessment with the identification of dimension-specific weaknesses. The resulting QSI can support comparisons among ground-handling stations and reporting periods, facilitate the identification of previously unrecognized performance deficiencies, and guide continuous improvement initiatives. The analysis further reveals KPIs whose importance remains consistent across organizational groups and those whose perceived importance varies according to organizational responsibility.