DEVELOPMENT OF INTEGRATED PERFORMANCE MEASUREMENT FRAMEWORK

The research developed a structured and integrated model to evaluate the overall performance of Container Terminals based on Service Quality, Technical Efficiency and Supply Chain Performance perspectives. Service Quality of Container Terminals is evaluated through hybrid AHM-TOPSIS and AHM-GRP methods.Technical Efficiencies of the Container Terminals are evaluated using hybrid methodologies (DEA-TOPSIS, SFA-TOPSIS and DEA-SFA). Further, Container Terminals performance based on Supply Chain Performance is also determined using hybrid CLOUD and QUALIFLEX methods.Finally, integrated performance of Container Terminals based on Service Quality, Technical Efficiency and Supply Chain Performance perspectives is investigated through Response Surface Methodology.