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

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.