Organization's performance measurement model based on the critical success factors of the reverse supply chain in airline industry with a quality gap approach

Abstract

Airline industry is one of the main infrastructures for sustainable development of a country. The quality of the reverse support service will be effective in increasing the safety and health of the structures, reducing the impact of disasters and reducing costs. The aim of this study is to evaluate the performance of an organization based on the main factors of reverse supply chain with the service quality approach using the Data Envelopment Analysis (DEA) model. In this research, firstly, performance indicators have been identified and then the efficiency of the 24 main factors of reverse supply chain success in the airline industry is determined by the output-oriented DEA-BCC model. The main efficient and inefficient factors are determined by EMS software. Performance measurement can be very useful for managers to allocate resources because it can provide patterns for inefficient units to achieve efficiency and performance improvements.