Master of Business Administration Executive

Faculty / School

School of Business Studies (SBS)

Year of Award



Dr. Muhammad Imran, Assistant Professor, Department of Management, Institute of Business Administration (IBA), Karachi

Project Type

MBA Executive Research Project

Access Type

Restricted Access

Executive Summary

The objective of this study is to determine the critical success factors (CSFs) that might improve any GHA’s productivity and resilience in a pandemic. Further, this study has benchmarked both statistically and subjectively against all three major local Ground Handling Agencies (GHAs) i.e. Gerry’s dnata, Shaheen Airport Services (SAPS), Menzies RAS (MRAS) in Pakistan. This study particularly aims to conduct the analysis of the GHAs, by comparing identified CSFs to remain going concern and resilient during the pandemic.

The research has initiated a comprehensive review of the literature to identify the critical success factors that impacts the productivity and ensure their supply chain’s resilience of GHAs, Airlines and related industries. The research has laid down groundwork for the future research studies by identifying the critical success factors that can impact the productivity and keep supply chain of GHAs resilient in any pandemic. To achieve the goal, quantitative data was collected through a Google survey which was based on identified critical success factors through literature review on aviation industry targeting the executives belonging to the different industries of Pakistan. Afterwards, Pareto analysis performed on survey result for short listing the critical success factors so that Analytical Hierarchical Process (AHP) for multi-criterion decision making can be performed for factors comparison and alternative factor comparison through google survey forms based on AHP ratings to find correlations between identified factors and their impact on the three major GHAs (Alternative factors), targeted audience for this survey was experienced aviation industry executives.

The project's results showed that there was a significant positive correlation of identified factors on Gerry’s dnata performance through out the pandemic w.r.t the other two Ground handling agencies i.e., SAPS and MRAS because Gerry’s dnata has largest market share in Pakistani ground handling agencies market for international airlines and same has been demonstrated through group-decision making integrated with AHP by the subject matter experts ( SMEs) of aviation industry based in Pakistan. It is ascertained that in this study after analyzing the factors that extensive training & development, operational effectiveness, responsibility for the environment, and strategic readiness should be the highest priority for the GHA to keep productive and resilient. The results also highlighted that how interrelated various elements are, highlighting the necessity of an all-encompassing strategy for organizational management. Reaching successful results requires tackling a mix of tactical, practical, and responsive factors.

Please refer to the complete project report for detailed analysis.


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Available for download on Wednesday, June 19, 2030

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