The Effect of Achieving Competitive Excellence (ACE) Tool on Passenger Air Transport Service Performance: The Case of Ethiopian Airlines Ground Services (GRH)
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Date
2024-05-15
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A.A.U
Abstract
ACE (Achieving Competitive Excellence) is a company-wide strategy. It is an approach to
relentlessly improving the value of service that we deliver to our esteemed customers. ACE
provides direction for prioritizing strategies, creates procedures for converting plans into actions,
and sets up systems for collecting feedback on performance and areas for development (Roth
2010). Since 2007, ETAG (Ethiopian Aviation Group) has been using ACE as a functional tool.
The goal of this study is to explain the effect of ACE on passenger air transport service
performances in the instance of Ethiopian Airlines Group Ground Handling Division utilizing
ACE as an operating system.
To determine the explanatory or independent variables and dependent variables, a thorough
literature review was conducted on the performance of the passenger air transport service and the
ACE operating system. As independent variables, the four ACE constructs—process improvement
tools, waste elimination tools, decision-making tools, and problem-solving tools—are taken into
consideration. The performance of the passenger air transport service was the dependent variable.
The study employed descriptive analysis, namely percentage, mean, and standard deviation, to
characterize the variables. Meanwhile, inferential analysis, specifically correlation and regression
analysis, was carried out to ascertain the impact of ACE on the performance of the passenger air
transport service. Data was gathered for the study using questionnaires and interviews furthermore
a purposive sampling interview with five operational management team members of the passenger
air transport service section yielded 279 completed and returned questioners, or a 93% response
rate, out of a total of 300 questioners distributed to be filled out by passenger service operational
employees from the boarding gate, check-in, and baggage service sections furthermore descriptive
analytic techniques were employed. Based on the data, tests for multicollinearity and reliability
were also carried out. In terms of the research findings, the study concluded that there was a
statistically significant positive relationship.
Keywords: ACE (Achieving Competitive Excellence), ACE Operating system, passenger air
transport service