Title: Evaluating ferry services through an AHP estimated KPI system: a focus on central Aegean

Authors: Ioannis N. Lagoudis, Maria B. Lekakou, Helen A. Thanopoulou, Ilias M. Pantelaros

Addresses: Department of Shipping Trade and Transport, University of the Aegean, Korai 2A Str., 82100, Chios, Greece. ' Department of Shipping Trade and Transport, University of the Aegean, Korai 2A Str., 82100, Chios, Greece. ' Department of Shipping Trade and Transport, University of the Aegean, Korai 2A Str., 82100, Chios, Greece. ' National Bank of Greece, Branch of Syros (469), Kalomenopoulou 5, 84100, Syros, Greece

Abstract: The paper proposes a methodology for creating an evaluation system of the passenger ferry services on the basis of key performance indicators (KPIs) derived through the analytic hierarchy process based on a recent survey in the Central Aegean. The AHP methodology is used to estimate weights of criteria and sub-criteria of data collected among an expert group of stakeholders from the Island of Syros, which is the main node of Central Aegean shipping services. The results of the survey show that users attribute the highest weights to safety related KPIs and the lowest weights are attributed to accessibility, quality of service, cost and time related ones. The methodology and the results of the survey are discussed in the context of survey specifics and of the need to devise an objectively-based system for evaluating the Greek ferry system.

Keywords: ferry networks; Greece; ferry markets; passenger ferries; analytical hierarchy process; AHP; key performance indicators; KPIs; Aegean Sea; Central Aegean region; evaluation systems; stakeholders; islands; Syros; ships; accessibility; service quality; cost factors; arrival times; departure times; user surveys; coastal shipping; transportation; user perceptions; fares; objective systems; decision sciences; risk management.

DOI: 10.1504/IJDSRM.2011.040752

International Journal of Decision Sciences, Risk and Management, 2011 Vol.3 No.1/2, pp.153 - 178

Published online: 20 Jun 2011 *

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