Cruise terminal operators are under a constant pressure to improve the efficiency and effectiveness of their cruise terminal and consequently its success and competitiveness. Therefore, they are looking for new ways to measure and improve the operations of the cruise terminal, and to maintain or upgrade the quality of services for ships and passengers. Solving the problem of port performance assessment of cruise terminals is a complex task for terminal operators (port authorities) and requires great knowledge and expertise in the field of cruise port operations. Therefore, operators often face assessment simplifications which, however, directly affect the accuracy and quality of the assessment and, consequently, the decision-making process of terminal operators. In this context, we have developed a multi-criteria model based on an unconventional approach to assess the performance of cruise terminals. This multi-criteria model can be adopted by terminal operators to assess the effectiveness of cruise terminals, their competitiveness, and the necessary measures to implement to improve their success and competitiveness.
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