Level Of Passenger Satisfaction Research Articles

Key characteristics of perceived customer centricity in the passenger airline industry: A systematic literature review

The airline industry is operating in a highly competitive and saturated market and is considered to be one of the most dynamic service industries in the world. Maintaining a high level of passenger satisfaction and incorporating customer centricity into an airline's strategy can be the key competitive advantage. Despite the growing interest of scholars and managers in customer centricity, research on this topic in the airline industry has just started. However, it is key to understand how a firm's intentions to become customer-centric finally translate into customer perceptions. For this purpose, the authors developed a perceived customer centricity framework which is tailored to the environment of the passenger airline industry. A systematic literature review was conducted to review and analyze key characteristics and measures of perceived customer centricity in the airline industry. The authors identified 15 distinct key characteristics (measures) in literature and conclude that airlines need to focus on various aspects to truly be customer-centric. Investing in sustainable practices, employee training, modern in-flight experiences, competitive pricing, technological infrastructure, and positive brand associations all contribute to customer centricity. Understanding how these elements are interconnected allows airlines to customize their efforts, meeting current and future passenger needs, and ultimately creating a standout customer-centric culture in the competitive airline industry. By formulating concrete measures this paper establishes a foundation for future perceived customer centricity research, such as surveys, and presents alternative measures to the widely adopted net promoter score (NPS).

The influence of service quality, passenger satisfaction, perceived value, and airline brand love on word-of-mouth behavior among domestic airline users in Indonesia

This study aims to analyze the impact of crucial dimensions in the Indonesian domestic airline industry, namely Service Quality, Passenger Satisfaction, Perceived Value, and Airline Brand Love, on Word of Mouth (WOM) behavior among passengers. Data was collected from respondents who are users of domestic airlines in Indonesia. The analysis revealed several key findings. Firstly, Passenger Satisfaction has a significant positive influence on both Airline Brand Love and Word of Mouth. This relationship is supported by the calculated t-value exceeding the critical t-value and the significance level (P-value) being less than 0.05. Therefore, to increase sales, improving passenger satisfaction levels should be a priority. Secondly, Perceived Value does not have a significant positive influence on either Airline Brand Love or Word of Mouth. This is evident from the calculated t-value being lower than the critical t-value and the P-value being greater than 0.05. Nevertheless, it's important to still consider the aspect of Perceived Value in efforts to enhance customer experience. Thirdly, Service Quality has a proven significant positive influence on Airline Brand Love, but not on Word of Mouth. This positive relationship is indicated by the calculated t-value exceeding the critical t-value and the significance level being less than 0.05. In this context, improving service quality can be a crucial factor in building brand love for the airline. Thus, this study provides insights into the factors influencing Word of Mouth behavior in the Indonesian domestic airline industry. The implications of these findings are the need for airline companies to focus on improving passenger satisfaction and service quality to strengthen the connection between Passenger Satisfaction, Airline Brand Love, and Word of Mouth. Additionally, although Perceived Value does not have a significant impact in this context, it remains important to consider this factor in efforts to maintain customer satisfaction and loyalty.

The influence of service quality, passenger satisfaction, perceived value, and airline brand love on word-of-mouth behavior among domestic airline users in Indonesia

This study aims to analyze the impact of crucial dimensions in the Indonesian domestic airline industry, namely Service Quality, Passenger Satisfaction, Perceived Value, and Airline Brand Love, on Word of Mouth (WOM) behavior among passengers. Data was collected from respondents who are users of domestic airlines in Indonesia. The analysis revealed several key findings. Firstly, Passenger Satisfaction has a significant positive influence on both Airline Brand Love and Word of Mouth. This relationship is supported by the calculated t-value exceeding the critical t-value and the significance level (P-value) being less than 0.05. Therefore, to increase sales, improving passenger satisfaction levels should be a priority. Secondly, Perceived Value does not have a significant positive influence on either Airline Brand Love or Word of Mouth. This is evident from the calculated t-value being lower than the critical t-value and the P-value being greater than 0.05. Nevertheless, it's important to still consider the aspect of Perceived Value in efforts to enhance customer experience. Thirdly, Service Quality has a proven significant positive influence on Airline Brand Love, but not on Word of Mouth. This positive relationship is indicated by the calculated t-value exceeding the critical t-value and the significance level being less than 0.05. In this context, improving service quality can be a crucial factor in building brand love for the airline. Thus, this study provides insights into the factors influencing Word of Mouth behavior in the Indonesian domestic airline industry. The implications of these findings are the need for airline companies to focus on improving passenger satisfaction and service quality to strengthen the connection between Passenger Satisfaction, Airline Brand Love, and Word of Mouth. Additionally, although Perceived Value does not have a significant impact in this context, it remains important to consider this factor in efforts to maintain customer satisfaction and loyalty.

Assessing Service Quality and Passenger Satisfaction: A Quantitative Study of Sea Transportation on the Padang Mentawai

Sea transportation is a vital component of the transportation network, with the Ship Sabuk Nusantara 68 serving as a key sea transport vessel under the Indonesian National Shipping Limited Liability Company (PT) (PELNI). Operating between Padang City and Mentawai Island, this passenger ship plays a crucial role in connecting these destinations. However, despite its importance, complaints regarding the quality of sea transportation services, particularly on the KMP Sabuk Nusantara 68 route between Padang and Mentawai, have been voiced by passengers.In response to these concerns, this research was conducted to assess the levels of service quality and passenger satisfaction. The study aimed to identify priority factors for enhancing service performance and passenger satisfaction. Employing a quantitative method, researchers utilized questionnaires as research instruments, with data analyzed using the Likert scale and the Important and Performance Analysis (IPA) methodology.The findings revealed that overall service quality was satisfactory, with passenger satisfaction levels reaching 89.12%. However, further improvements are still needed, particularly in areas such as ship cleanliness, which emerged as a critical aspect requiring immediate enhancement. Therefore, while passengers are generally content with the services provided, there is still room for improvement to ensure a consistently high level of service performance and passenger satisfaction.

Analisis Karakteristik Angkutan Penumpang

Passenger comfort in using public transportation is the main factor in satisfaction with the transportation services used. This lack of satisfaction will affect the use of transportation services which will reduce the income from transportation services. The aim of this research is to determine the characteristics, level of passenger/customer satisfaction based on (reliability, assurance, tangibles, empathy, responsiveness) and factors that influence the level of passenger satisfaction. This research uses a quantitative method, which was carried out in September-November 2022 at a tourist bus shelter in Tana Toraja Regency using SPSS analysis. The results of the research show that the analysis of 5 dimensions, namely tangibles (physical evidence) 0.131, reliability (reliability) 0.084, responsiveness (responsiveness) 0.082, confidence (belief) 0.117, empathy (attention) 0.0120. The most influential factor is the tangibles dimension (physical evidence), which is 0.131.

Pengaruh Service Excellent Unit Ground Handling Kokapura Terhadap Kepuasan Penumpang di Bandar Udara Internasional Jendral Ahmad Yani Semarang

The main objectives of this research are as follows: 1) evaluate how much influence the excellent service of the Kokapura ground handling unit at Ahmad Yani International Airport Semarang has on passenger satisfaction; and 2) measure how much influence the excellent service of the Kokapura ground handling unit at Ahmad Yani International Airport Semarang has on passenger satisfaction. This research used a quantitative approach and collected 100 respondents who were passengers at Ahmad Yani International Airport, Semarang. The purposive sampling method was used for non-probability sampling. Certain criteria were used to select respondents. The results of statistical data analysis show that each statement in this study is valid and the variables are reliable. Hypothesis testing produces a significance value of 0.000 < 0.05 which indicates rejection of H0, and a calculated t value of 4.155 > t table value of 1.660 which indicates acceptance of Ha. The results of the regression test show that there is a positive and significant influence of 39.4%. In conclusion, the ground handling unit excellent service variable (X) has a significant influence on the passenger satisfaction variable (Y). In other words, this research proves that the excellent service of the Kokapura ground handling unit has a positive and significant effect on the level of passenger satisfaction at Ahmad Yani International Airport, Semarang. influence of 39.4%.

EVALUATION OF AIRPORT RAIL SERVICES BASED ON MINIMUM SERVICE STANDARDS (SPM)

One of the factors the Yogyakarta government built Yogyakarta International Airport was because the capacity of the Adisutjipto airport was only able to accommodate 1.2 million passengers but in reality the number of passengers could reach five times the capacity. Due to the very busy flight schedule and inadequate airport capacity, since 2020 the average flight has been diverted to Yogyakarta International Airport (YIA) "quoted from the official Adisutjipto airport website". The location of the airport which is far from the city center has had an impact on the development of mass transportation modes of the Railroad as a direct connector between the airport and Yogyakarta city center. The YIA Airport Train Station will begin operating in October 2021. In this relatively new period, it is necessary to evaluate the service facilities on the Airport Railroad and at the YIA Airport Station. The purpose of this research is to prove to what extent services both on the train and at the YIA airport station have met minimum service standards and to produce new innovations on the effectiveness of train scheduling related to the level of passenger satisfaction. The government itself has Minimum Service Standards for the Transport of People by Train which are listed in the Regulation of the Minister of Transportation of the Republic of Indonesia, Number PM 63 of 2019 concerning Minimum Service Standards for the Transport of People by Train, at Stations and on Trips. The regulation has 6 types of services, namely: Safety, Security, Reliability/Organization, Convenience, Convenience, and Equality. To find out whether the 6 types of services meet service standards, an evaluation can be carried out using qualitative methods with data collection techniques by direct observation in the field and through questionnaires, so that it is known that the implementation of minimum service standards at the Airport Railway and at YIA Airport Station . The stages required in conducting this research include: preparation, problem identification, data collection method by collecting primary data, namely through direct observation and online questionnaire distribution, both of which are analyzed descriptively, data evaluation, discussion, as well as conclusions and suggestions. The results obtained from this study are that there are still several service facilities that are inappropriate or not available in the station such as toilets, prayer rooms, no smoking prohibited signs, no seats available for persons with disabilities and so on, and the contents of the first aid kit are not found on the train , the temperature inside the train is not suitable, not all passengers can sit especially when the train is crowded and so on. Through the results of these observations to ensure the level of service, questionnaires were distributed and analyzed. Broadly speaking, the questionnaire shows that passengers expect the availability of toilets and prayer rooms at the station, the number of seats in the waiting room needs to be increased, the temperature in the room is considered, and the addition of the train departure schedule should be adjusted to the arrival and departure of the plane so that passengers do not wait too long.
 Keywords: Minimum Service Standards (SPM), Stations, Airport Railroad.

The Influence of Check Point Unit Aviation Security (AVSEC) Security Services on Passenger Satisfaction at Yogyakarta International Airport

Licensed aviation security officers, known as Aviation Security, are responsible for managing and providing security services at airports. One of the main roles of Aviation Security (AVSEC) is to ensure the quality of security services at the Yogyakarta International Airport Security Check Point (SCP) for passengers. In research conducted in the November-December 2022 period at YIA Airport, it was found that a number of Avsec officers were still not friendly enough in providing services to consumers. The aim of this research is to understand the impact of the quality of Security Check Point security services by AVSEC officers on the level of passenger satisfaction at Yogyakarta International Airport. Apart from that, this research also aims to assess the extent to which the quality of Security Check Point security services by AVSEC officers influences passenger satisfaction at Yogyakarta International Airport. This research adopted a quantitative approach and was carried out at Yogyakarta International Airport. Respondents in this study consisted of fifty aviation security officers. To collect data, researchers used observation, questionnaires and documentation methods. Data management is carried out through simple linear regression analysis

Studi Tingkat Kepuasan Terhadap Pelayanan Travel Rute Palangka Raya-Buntok

Palangka Raya City as the growth center of Central Kalimantan and surrounding areas needs transportation facilities that can support the economy of the people. This study aims to evaluate the level of passenger satisfaction that has been achieved and identify which indicators need immediate improvement by applying the Customer Satisfaction Index (CSI) method, the Importance Performance Analysis (IPA) method and the Service Quality method. The results of the CSI analysis produce a value of 63.88%, meaning that the overall level of travel service on the Palangka Raya-Buntok route is quite satisfactory and the results of the Cartesian diagram from the IPA analysis of the indicators that fall into quadrant I are that the travel driver is in good physical and mental health and does not smoke or play on his cellphone. while driving, the car room is smoke-free, and transactions and services are served quickly and precisely, quadrant I is considered very important, but performance is not optimal so, improving it is a top priority, a strategy that can be carried out by the authorities by providing direction to drivers and bureau employees travel journey regarding matters related to these indicators.

ANALISIS PENGARUH KEPUASAN PENUMPANG ANGKUTAN MASSAL BERBASIS JALAN PERKOTAAN TERHADAP LOYALITAS PENUMPANG (STUDI KASUS : TRANS METRO DELI)

Road-based mass transit systems or commonly referred to as Bus Rapid Transit (BRT) are currently experiencing quite rapid development in various countries including Indonesia. At the end of 2020 the Government has inaugurated urban road-based mass public transportation with the Buy The Service (BTS) Service Scheme in 5 (five) major cities including the city of Medan. Evaluation or strategy must continue to be carried out so that this BTS mode can continue to be sustainable. One of the steps that can be taken is to examine the level of satisfaction and loyalty of current users to continue using the BTS mode. This underlies this research to analyze the level of passenger satisfaction of the Trans Metro Deli Bus and to analyze the effect of passenger satisfaction on the loyalty of the Trans Metro Deli Bus passengers. The Importance Performance Analysis (IPA) Method is used to analyze the satisfaction level of Trans Metro Deli Bus passengers because this method can be used to evaluate and design management from the results of the analysis of service user perceptions regarding the suitability between expectations and quality received. While the Partial Least Square – Structural Equation Modeling (PLS – SEM) Method is used to analyze the effect of passenger satisfaction on passenger loyalty because this method can be used to estimate model relationships. This analysis method uses Smart PLS software. Through measurements using the IPA method, the results show that the highest level of passenger satisfaction is found in the safety attribute (92.59%), then the safety attribute (90.54%), and comfort (91.11%). All three are included in the achievement quadrant that must be maintained, and the attributes of equality (87.24%) and regularity (87.74%) are included in the low priority quadrant while the affordability attribute (84.79%) is included in the quadrant which is the main priority for improvement . Meanwhile, if analyzed per each corridor, in the Medan Tuntungan – Merdeka Square corridor, the affordability attribute is included in the low priority quadrant because in terms of quality it is still low, but expectations are also low. And when analyzed on a job basis, the regularity attribute is included in the top priority to be improved. The results of the analysis of the effect of passenger satisfaction on passenger loyalty using the PLS-SEM method concluded that the effect of passenger satisfaction on passenger loyalty was significant with an influence value of 0.647 and the direction of the relationship between the two variables was positive.

Analisis Tingkat Kepuasan Penumpang Berdasarkan Kinerja dan Fasilitas Pelayanan Stasiun Kereta Api Ngawi

This study aims to analyse the level of passenger satisfaction based on the performance and service facilities of Ngawi Railway Station. Passenger satisfaction is an important indicator in evaluating the quality of rail transportation services and understanding passenger needs. This study used a survey method with a questionnaire as a data collection tool. The sample was taken from passengers who use train services at Ngawi Station. The questionnaire focused on the minimum service standards for the transportation of people by train in Ministerial Regulation Number 63 of 2019. The collected data were analysed using the Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA) methods to identify the main variables contributing to passenger satisfaction. This study's results indicate that visitors' satisfaction level with Ngawi Station with the Minimum Service Standards is very satisfactory, with an average percentage of 91.80%.

Analysis of Passenger Satisfaction Level of Departure Terminal Facilities at Sam Ratulangi International Airport Manado

The purpose of this research is to find out how the existing facilities are at Sam Ratulangi Manado International Airport Departure Terminal, to find out how the level of passenger satisfaction with the existing facilities at the Departure terminal at Sam Ratulangi International Airport Manado. The research method used in this study is a qualitative method and the type of research used is a case study and a quantitative method. The types of data used in this study are primary data including survey results using the CSI method regarding the level of satisfaction of passengers with departure terminal facilities, observation results and documentation results, and secondary data including articles, Decree of the Director General No. 77 of 2005, and documentation. The research is located at Sam Ratulangi International Airport Manado. The data analysis technique used includes the validity of qualitative data which consists of a credibility test, transferability test, dependability test, and confirmability test. Quantitative data validity test consisting of validity test and reliability test. And the data analysis used includes: data collection, data reduction, data presentation, conclusion drawing, and the Customer Satisfaction Index (CSI) method. From the results of the data conducted by researchers, this study resulted that the existing conditions of the departure terminal facilities at Sam Ratulangi Manado International Airport were fairly complete and had met service standards in accordance with Directorate General Decree No. 77 of 2005 concerning Technical Requirements for the Operation of Airport Engineering Facilities, it can be seen from the results of the data obtained and the results of observations that were examined by the researchers as well as the survey results obtained by the researchers that the level of passenger satisfaction with the Sam Ratulangi Airport Departure Terminal facilities in Manado.

Factors Influencing the Passenger Satisfaction at Public Transport in Kuala Lumpur, Malaysia

The aim of this study is to identify and analyse the factors influencing passenger satisfaction on public transport in Kuala Lumpur, Malaysia. Despite efforts to improve the quality and accessibility of public transportation systems in the city, passenger satisfaction levels remain a concern. Understanding the key factors that contribute to passenger satisfaction is crucial for policymakers and transportation authorities to enhance the overall quality of public transport services. Therefore, this study seeks to investigate the various factors that significantly influence passenger satisfaction in Kuala Lumpur's public transport system. By addressing such factors as service quality, timeliness, value for money, and environmental attitude and their impact on the level of satisfaction, the study intends to provide valuable insights and recommendations to improve the passenger experience and promote the usage of public transportation. This will ultimately contribute to sustainable urban mobility and enhanced transportation infrastructure in the city. The research draws support from a developed service quality model. Data was collected from the Greater Kuala Lumpur area using non-probability sampling methods, utilising a Google Form questionnaire for respondents to complete independently. The respondents themselves administered the questionnaire, with 400 samples collected. Through linear regressions conducted within the SPSS programme, the hypotheses were evaluated and tested. The findings indicate a strong correlation between passenger satisfaction and key factors such as service quality, timeliness, value for money, and environmental attitude. By investigating these factors, the research seeks to provide insights and recommendations for improving the public transportation system in Kuala Lumpur to enhance passenger satisfaction and meet the evolving needs of the population.

Profit-oriented High-speed Railway Network Line Planning with Capacity Limitations

Abstract: Line planning is the transportation service's fundamental, which directly affects the subsequent operation plans. It is better to focus on the operational profit when considering the market competition for transportation operation plans. This paper aims to maximize the operational profit when optimizing the high-speed railway network line plan by constructing a mixed integer nonlinear programming model. The model integrates line planning and passenger route choice behaviors. An adaptive simulated annealing algorithm with neighborhood search is applied based on a given line pool. A heuristic passenger assignment method is developed to ensure a high level of passenger satisfaction. The proposed model and algorithm are experimentally evaluated. The instance results show that the operational profit and capacity utilization can be significantly improved. Compared with the designed greedy heuristic algorithm, the proposed algorithm performs better in operational profit improvement and has high efficiency.

The Effect of Customer Service Performance and Sign Placement Facilities on Passenger Satisfaction Levels at Zainuddin Abdul Majid International Airport

Customer Service is any activity that is intended or intended to provide customer satisfaction, through services that can fulfill the desires and needs of customers. Sign facilities are signs or information that are placed or installed at airport terminals, made clear, easy to understand and function to explain or provide instructions, warnings, regulations, prohibitions and orders for all users or service users at the airport. The purpose of this study is to find out how much influence the performance of Customer Service and Sign placement has on the level of passenger satisfaction at Zainuddin Abdul Majid International Airport. This study uses quantitative data. The data used in this study were taken from primary data based on questionnaires distributed to passengers at Zainuddin Abdul Majid International Airport from August to October 2022. With a total of 150 people, the data analysis technique used was Multiple Linear Regression Analysis, T Test , F Test and Coefficient of Determination. The results showed that H1 was rejected and H2 was accepted, which means that the calculation results of the F test showed the calculated F value = 0.829181 ftable value = 0.737812. It is very clear that H1 and H2 are accepted. The T test shows a significant value of the X1 variable to the Y variable, namely = 0.003244 Less than the threshold value Significance = 0.05 means that Customer Service Performance has a significant effect on Passenger satisfaction and a significant value of the Variable X2 to Variable Y, namely = 0.040887 Smaller than the threshold value. Significance = 0.05 means that the Placement of Sign Facilities has a significant effect on Passenger satisfaction. The results of the Coefficient of Determination test which shows how much the X1 variable is Customer Service performance and the X2 variable is the placement of Sign Facilities on the Y variable passenger satisfaction is known to be a determination coefficient of 78.7%, which means that the X1 variable is Customer Service performance and the X2 variable is the placement of Sign Facilities. Y variable is passenger satisfaction. contributed 78.7% to the Y variable of passenger satisfaction with a Correlation Value = 0.92087 (Very Strong).

Proposed Design of Service Quality Performance Management System for Indonesian HSR

In some countries, the development of High-Speed Railway (HSR) represents a significant technological advancement which helps modern society’s value of time and various activities. Despite of having complex operational support and significant financial outlays, studies have shown that HSR sector has several growth barriers due to poor punctuality, reliability, pricing, and inconvenient passenger journeys. These brought specific impact on deciding factors whether or not passengers choose the transport option as it affected passenger satisfaction level. Recognizing the global challenge, this paper anticipates the impending Indonesian HSR operation by observing passengers’ relevant service quality attributes. The findings served as the performance management design’s foundation. In order to assist HSR operators to improve passenger experience and satisfaction, this study aims to identify the relevant service quality of Indonesian HSR potential passengers as one of many solutions to eliminate lack of demand problem. Qualitative and quantitative data analysis from in-depth interviews with several Indonesian railway expert and information from prior publication of Asian HSR which was used to carry out external benchmarking, validate results, support design process, and create contextual performance indicators for attributes using Knowledge-Based Performance Management System (KBPMS). This paper produced numbers of service quality performance indicators whose prioritization was arranged in specific order. Five variables are used to measure tangibility attributes’ performance, whereas six variables are used to measure reliability attributes’ performance. Tangibility and reliability were chosen based on Indonesian railway market preference and common success factor of HSR best practices. This performance indicators were specifically developed based on these attributes’ sub-attributes which has been contextualized. In contrast to other countries, Indonesian HSR place a distinctive value on physical facilities as it affects travelling motivation. These new insights would direct Indonesian HSR operators to develop targeted solutions to increase passenger satisfaction and economic benefits.

Analisis Tingkat Kepuasan Penumpang Terhadap Pelayanan Fasilitas Terminal Keberangkatan Bandar Udara Komodo, Labuan Bajo

Labuan Bajo is a prioritized tourism area, so the presence of Komodo airport is an important component. Therefore, adequate facilities are needed to serve the needs of service users. The research aims to determine the level of service facilities and passenger satisfaction on the departure path of Komodo Airport in accordance with regulations. Observations were made of 100 passengers out of a total of 185,197 passengers. The analytical method used is importance performance analysis (IPA) to measure the level of passenger satisfaction. The results show that the service level of the facilities is in accordance with the regulations, but the departure and check-in counter facilities are not in accordance with the regulations, so it needs to be improved. Based on the IPA analysis, the level of passenger satisfaction shows that in general passengers are satisfied with the existing service facilities with a conformity level of 89.66%, but aspects of area arrangement and the friendliness of the check-in area staff, the number of counters and the number of toilets on the departure route do not give satisfaction to passengers.

Analisis Tingkat Kepuasan Penumpang Terhadap Pelayanan Bus Trans Metro Deli Rute Medan Tuntungan – Lapangan Merdeka

The development of technology requires humans to fulfill their daily needs to be more complex. Therefore, Kementrian Republik Indonesia provides Trans Metro Deli Transportation services with the Bus Rapid Transit (BRT) implementation program which has a mission to provide the best service which includes aspects of security, accuracy, regularity, convenience, speed, comfort and satisfaction for its users. The purpose of this study was to find out how the services provided were based on passenger ratings. This research was conducted by distributing questionnaires to 100 respondents. The questionnaire contains the five dimensions of Service Quality (tangible, reliability, responsiveness, empathy and assurance) using a Likert Scale technique. The method used to get the value of the gap between performance and expectations is gap analysis and to measure the level of passenger satisfaction is the analysis of the Customer Satisfaction Index (CSI). From the calculation results of the gap analysis, it shows that the service quality of the Trans Metro Deli Bus is all negative indicator variables starting from -0.10 on the B1 attribute to -0.77 on the A5 attribute, which means that all services provided to passengers are still below passenger expectations. However, based on the satisfaction index, the CSI value is in the range of 80% - 84%, namely 82.61%, which means that the overall quality of performance is still in the satisfied criteria. The conclusion of this study is that the company must continue to improve the quality of service in order to increase the level of passenger satisfaction.

“Trigger effect” of the passenger

The purpose of the study is to study the reaction of passengers and customers to the further use of the services provided at the infrastructure facilities of the passenger complex through the main “trigger effects” and behavioral reactions, as well as the possible consequences of their occurrence and the influence of emotional coloring on the assessment of the quality of services. The need for local studies of the “behavioral factors” of the passenger through the element of the “trigger effect” is substantiated, when part of the research will be aimed at result-oriented and proactive introduction of a new service or its automation.Cause-and-effect relationships, simulation modeling, algorithmization, data analysis, block diagramming, etc. are applied. The main parameters (“trigger factors”) of passengers’ refusal to use the services of the station complex are identified.The presented developments will allow to substantiate the relationship between the introduced digital services and the transition to individual automated devices (systems) through an assessment of the perception and reaction of passengers to the services provided and offered, the degree of interaction between passengers and Russian Railways. It is proposed to adjust the life cycle of any service, taking into account possible errors and the influence of “triggers” for a more controlled and reasonable opinion of passengers. Based on the results of the study and the data obtained, it is possible to revise the methodology for assessing the level of passenger satisfaction with the quality of railway transport services and loyalty, which will take into account additional factors (behavioral and trigger) of individualization of services.

Applying an integrated approach to metro station satisfaction evaluation: A case study in Shanghai, China

Improving the service level of metro station is the key to attracting passengers to achieve sustainable development. The satisfaction evaluation approach from the passenger's point of view can intuitively and meticulously reflect the passenger's experience when taking the metro and provide a basis for improving the service. Therefore, this paper proposes an integrated approach for a metro station satisfaction evaluation based on passenger perception. In this approach, the evaluation index system is first dynamically screened and established. Then, the structural equation mixture model (SEMM) is adopted to determine the index weight based on the customer satisfaction index model and the benchmark. The result clouds are generated by the basic algorithm of the cloud model. Finally, the targeted improvement suggestions are proposed based on the evaluation results. Taking the Shanghai Metro People's Square Station as a case, the evaluation approach was verified, which reflected the effectiveness and rationality of the approach. As the results show, this approach can not only obtain the desired level of passenger satisfaction, but also reflect the differences and consensus of passengers' perception, making it practically useful and valuable.