This paper is an investigation aimed at establishing the key performance measures that airports in the Indian context should use to evaluate performance.
Since the advent of privatisation and deregulation in the 1990’s, the Indian aviation industry has been perceived as a lucrative market in the Asian region. Recognising the sheer potential in improving the airport facilities, the Indian aviation industry underwent a major overhaul through policy changes and liberalisation of air transport services.
Despite such various initiatives for upgrading airport infrastructure, the Indian airports are still considered inadequate to handle the upsurge in air traffic and suffer from cost inefficiencies.
This paper is an investigation aimed at establishing the key performance measures that airports in the Indian context should use to evaluate performance. It measures and compares the performance levels of five newly privatised international airports in India while addressing several critical areas of activity such as operations, economics, customer service, environmental issues, and safety and security. The research heavily relies on the use of benchmarking to make the comparatives across this representative sample of airports and serves as a framework for the development of Key Performance Indicators.
For this purpose, the paper identifies and confirms a list of performance measures relevant to the Indian conditions that emerged from surveying airport professionals associated with best practice in the global aviation industry. The research seeks to foster the expansion of the Indian airport market by developing an efficient performance management framework that could be used by Indian airport managers to validate the operational performance of their airports by comparing them to other award winning global terminals. The paper also begins to develop a database of performance measures and generates a reference for airport infrastructure assessment in developing countries.
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