Level Of Passenger Satisfaction Research Articles

Assessment of passengers 'satisfaction from the organization of MPK Kraków public transport services

This article raises a subject of organization quality of public transport services. The author presented in it the results of the second part of the original research conducted among passengers of Miejskie Przedsiębiorstwo Komunikacyjne S.A. in Krakow, which showed the level of passenger satisfaction from the three aspects of the transport organization of MPK Kraków, which are: accessibility of the communication network (availability of connections and deployment of stops), information system (information channels for passengers and the level of culture and competence in servicing passengers) and issues related to tickets (operation of ticket machines, operation of the Krakowska Karta Miejska, ticket control). The aim of the research was to acquire knowledge about the passengers' perception of the quality in organization of MPK Krakow services and to develop on this basis practical tips and suggestions regarding the directions of actions that can be taken to improve the organization of these services.

A Multi-Agent Approach towards Designing a City Port Business Model

Abstract The present paper concerns the design of a city port business model incorporating Public Private Partnership schemes. Extensive literature review was acquired, in order to fully comprehend the organizational schemes and state of practice of Public Private Partnerships at ports. A survey was conducted at the port of Volos, based on questionnaire and interviews, to define the functions and services of the port, which could benefit from the private involvement and improve its role as a transport interchange for all involved stakeholders. The collected data were analyzed, using a modified version of Analytic Hierarchy Process, which revealed the relevant importance of port functions and services. Three different management models were considered to tackle the most important issues that came up during the analysis and they were evaluated based on the literature; the current one, a landlord management model and a partial privatization management model. The results of this process indicated, that the landlord management model would be the most effective for the particular case of the port of Volos. The landlord model seemed to perform better in improving both the operation of the organization and the level of passenger satisfaction, through its increased management flexibility, due to the segmentation of services and reduction of bureaucracy, as well as the additional investment capital that it can attract. Based on the proposed management model, actions and measures improving on the port’s business model are recommended.

The Impact of Delays on Customers’ Satisfaction: An Empirical Analysis of the British Airways On-Time Performance at Heathrow Airport

Increased congestion at hub airports affects on-time airline performance to the detriment of customer satisfaction and may have substantially negative repercussions for airlines in a hypercompetitive environment. This paper concentrates on the on-time performance of British Airways (BA) at London Heathrow Airport (LHR) to identify BA’s delays/disruption management; measure the passengers’ expectations in case of a delay; and investigate the passenger satisfaction levels. A survey of 160 BA passengers based on a close-ended questionnaire was conducted, complemented by semi-structured interviews with four members of staff at BA’s network operations department. The survey results show that BA has been able to satisfy its customers by matching or exceeding their expectations and that those customers will travel with BA again.Interestingly, the results contradict the widespread belief that BA passengers are annoyed by a service failure/delay at LHR; this is because they expect to experience such a delay anyway.

Investigation of the impact of service parameters on the degree of passenger satisfaction based on the application of the apparatus of neural networks

Based on the analysis of the advantages and disadvan-luation models has been identified and justified. These models could tages of various methodological approaches to the search for ways be used to guide management to implement several areas of service to increase the quality of service existing in the marketing practice of improvement at the same time, and also to make efficient decisions in the passenger complex, the need for further development of such the context of possible synergies between the multiple aspects of the robust nonparametric mechanisms for constructing predictive va-service being investigated in their impact on customer satisfaction. Methodical and practical approaches are proposed to identify and compare the effect of service parameters on the level of passenger satisfaction on the basis of modeling using the apparatus of neural networks for conditions where the application of least squares correlation and regression analysis and mechanisms of order logistic regression are prognostically inefficient or excessively time consuming for analytical work. The approbation results of the apparatus of neural networks on sets of marketing data concerning various aspects of passenger service at stations and in trains are presented, as well as an estimation of the efficiency of using neural networks in comparison with the algorithms of ordinal logistic and linear regression. As a result, in order to obtain the maximum of objective information necessary for developing solutions in the field of quality management of transport services of the passenger complex, it is proposed to use a new modification of the universal complex mechanism for studying the influence of various service parameters on the level of customer satisfaction, including a set of regression algorithms, the apparatus of neural networks and nonparametric statistics toolkit.

PUBLIC BUS LEVEL OF SERVICE PERFORMANCE IN PENINSULAR MALAYSIA: CORRELATION ANALYSES ON LEVEL OF SERVICE (LOS) AND PASSENGERS’ SATISFACTION LEVEL

This study explore the stage bus performance of 48 routes within selected urban and regional settlements in Peninsula Malaysia, using a quantitative traffic engineering measure known as Level of Service standards or LOS and validated through the evaluation of passengers’ satisfaction level. The findings on the level of service (LOS) highlight the poor performance of the urban and rural bus service with the tolerable threshold below D. There are clear disparities on LOS and passenger satisfaction level between the urban and rural bus operation systems in terms of frequency, operation hour, bus speed, and passengers’ load threshold.

PUBLIC BUS LEVEL OF SERVICE PERFORMANCE IN PENINSULAR MALAYSIA: CORRELATION ANALYSES ON LEVEL OF SERVICE (LOS) AND PASSENGERS SATISFACTION LEVEL

This study explore the stage bus performance of 48 routes within selected urban and regional settlements in Peninsula Malaysia, using a quantitative traffic engineering measure known as Level of Service standards or LOS and validated through the evaluation of passengers’ satisfaction level. The findings on the level of service (LOS) highlight the poor performance of the urban and rural bus service with the tolerable threshold below D. There are clear disparities on LOS and passenger satisfaction level between the urban and rural bus operation systems in terms of frequency, operation hour, bus speed, and passengers’ load threshold.

Enhancing sustainable mobility: A business model for the Port of Volos

Abstract The current paper concerns the investigation of the possibility of implementing Public Private Partnership (PPP) in the Port of Volos and eventually, the development of a business model supporting it. For this purpose, extensive literature research was acquired, in order to fully comprehend the organizational schemes and state of practice of PPPs, their general features, as well as assess their efficiency in certain port functions and services. At the same time, the corresponding legal and policy frameworks were also studied, applying in international and Greek case studies. Additional research was conducted, aiming at the functions of the organization, where a private involvement would potentially benefit the organization itself, as well as the rest of the stakeholders. This part of the research included interviews with key staff of the Volos Port Authority and local travel and port agents and the completion of survey questionnaires by a random sample of 100 passengers, during afternoon hours. The interviews were focused mainly on the Port Authority’s operation, while the questionnaires were focused on the port infrastructure, the provided services and the satisfaction of the passengers in regard to these factors. The collected data were analyzed, using a modified version of Analytic Hierarchy Process (AHP) to decide the importance of certain port functions and services. Subsequently, three possible ownership models were formulated. The proposed models were the current one, a landlord model and a combination of the current one with some level of privatization of port services or facilities. Based on literature research, their effectiveness on selected port functions and services was evaluated. The results of the aforementioned process indicated, that the landlord ownership model would be the most effective for the particular case of Volos Port Authority, followed by full privatization, with the current model as a close third possibility. More specifically, the landlord model seemed to perform better in improving both the operation of the organization and the level of passenger satisfaction, through its increased flexibility, the possible segmentation of services, increased capital investment and a reduction of bureaucracy. Using these results, a business model was formulated, based on the Business Model Canvas.

Assessing Passengers’ Satisfaction Level on Bus Services in Selected Urban and Rural Centres of Peninsular Malaysia

This research highlights the urban-rural bus services passenger's satisfaction level in the selected settlements in Peninsular Malaysia. Johor is to represent the southern states while Penang is to represent the northern states. For eastern-coast states, Pahang is selected while Perak is to represent a still developing state, which is yet to reach the advanced level of large conurbations. The main objectives are to evaluate the bus service quality through passengers’ satisfaction survey. A total of 1130 survey questionnaire forms are collected. The result shows socio-demographic and trip characteristics influenced the satisfaction level and passengers’ expectation of future bus services improvements.

Passenger centric train timetabling problem

The aim of this paper is to analyze and to improve the current planning process of the passenger railway service in light of the recent railway market changes. In order to do so, we introduce the Passenger Centric Train Timetabling Problem. The originality of our approach is that we account for the passenger satisfaction in the design of the timetable. We consider both types of timetable(s): cyclic and non-cyclic. The problem is modeled as a Mixed Integer Linear Programming (MILP) problem with an objective of maximizing the train operating company’s profit while maintaining ε level of passenger satisfaction. The model does not take into account conflicts between trains and does not adjust dwell times at stopping stations among the lines. By solving the model for various values of ε, the approximated Pareto frontier is constructed. The analysis, based on an experiment using realistic data, shows that an improvement of passenger satisfaction while maintaining a low profit loss for the railway company can be achieved. A sensitivity analysis on passenger congestion illustrates a quantitative evidence that the non-cyclic timetables can account better for high density demand in comparison to cyclic timetables.

MIP-based heuristics for solving robust gate assignment problems

This paper considers the problem of robust gate assignment. Three factors having significant impact on gate assignment are considered: schedule robustness, facility and personnel cost during tows, and passenger satisfaction level. To precisely evaluate passenger satisfaction level, especially for transfer passengers, a model with quadratic terms is formulated. The quadratic model can exactly represent the traveling distance of transfer passengers, which cannot be precisely considered by traditional approximate models. However, the quadratic model is rather difficult to solve. Therefore, we then transform the model to an equivalent MIP model which is proven to be more efficient than the linearized models proposed in previous literature. In addition, in order to handle large size instances, we developed four different algorithms including diving, local branching, and relaxation induced neighborhoods (RINS), which are popular algorithms for solving general MIP models, together with a new algorithm which hybridizes the strength of RINS and diving. Extensive experiments are performed to compare the performance of the proposed algorithms.

The concept and impact analysis of a flexible mobility on demand system

This paper introduces an innovative transportation concept called Flexible Mobility on Demand (FMOD), which provides personalized services to passengers. FMOD is a demand responsive system in which a list of travel options is provided in real-time to each passenger request. The system provides passengers with flexibility to choose from a menu that is optimized in an assortment optimization framework. For operators, there is flexibility in terms of vehicle allocation to different service types: taxi, shared-taxi and mini-bus. The allocation of the available fleet to these three services is carried out dynamically so that vehicles can change roles during the day. The FMOD system is built based on a choice model and consumer surplus is taken into account in order to improve passenger satisfaction. Furthermore, profits of the operators are expected to increase since the system adapts to changing demand patterns. In this paper, we introduce the concept of FMOD and present preliminary simulation results. It is shown that the dynamic allocation of the vehicles to different services provides significant benefits over static allocation. Furthermore, it is observed that the trade-off between consumer surplus and operator’s profit is critical. The optimization model is adapted in order to take into account this trade-off by controlling the level of passenger satisfaction. It is shown that with such control mechanisms FMOD provides improved results in terms of both profit and consumer surplus.

Marketing Research on Passenger Satisfaction With Public Transport Service in the City of Belgrade

The aim of this paper is to determine, based on conducted marketing research, the level of passenger satisfaction with public transport services for the purpose of making better marketing decisions in the example of the City of Belgrade. The main task is to test the hypothesis on the existence of significant influence of factors, such as quality service, attitude and behaviour of employees (e.g. driver), adequate informing, quality of vehicles, line routes and timetable, on passenger satisfaction. Correlation coefficient and regression analysis were used for interpreting the obtained results and examining the formulated hypothesis. Empirical research has shown that there is a significant correlation between the aforementioned factors and passenger satisfaction with public transport services. The obtained results provided recommendations and guidelines for improving and increasing the quality of public transport services. The research results also provide the basis for future research that could examine the relationship between passenger satisfaction with services and sub-groups within the analyzed factors.

An investigation of airline service quality and passenger satisfaction - the case of China Eastern Airlines in Wuhan region

In a highly competitive circumstance the provision of high quality service satisfied by passengers is the core competitive advantage for an airline’s profitability and sustained development. The purpose of this paper is to investigate the impact of service quality on passenger satisfaction by using China Eastern Airlines (CEA) as a case study. Surveys were conducted for CEA’s domestic passengers at Wuhan Tianhe International Airport in China. The results show that there isn’t a significant difference between the passengers’ expectations of desired airline service quality of CEA and its actual service quality, and the quality of airline service is important to the improvement of the level of passenger satisfaction for CEA. The results also show that there is a significant difference between the expectations of airline service quality for different travel groups: business, tourist, and VFR (visiting friends/relatives), and that there are no significant differences between the passengers’ expectation of staff’s quality of CEA and its actual quality. The results of this paper imply that CEA should consider improving service quality to gain market share rather than providing cheaper air tickets in order to complete both its domestic and international counterparts.

Passenger satisfaction: a multi-group analysis

To analyse the level of passenger satisfaction of a public local transport service, after an explorative factorial analysis, a Structural Equation Model was adopted. The main goal of this paper is to verify how much some service characteristics could influence the perceived quality of the service. The passengers are found very sensitive to the level of the service organization and to the way the service is delivered (punctuality and regularity, and short waiting time). The safety and reliability of buses, the level of comfort and cleanness and the professionalism and courtesy of staff had, also, a big weight to determinate of the customer satisfaction. Applying a further analysis on different sub-samples, based on individual characteristics, we found that the model above identified is full invariant for different residence area and frequency of use of the service, and partially invariant for age groups, employment status, time slot of use and reason of use. The test of invariance the structural coefficients failed considering gender or education level of the passengers.

Analisis Kepuasan Penumpang Gerbong Kereta Api Khusus Wanita menggunakan Model Servqual

To find women's representation of passenger satisfaction for the special woman carriage train service traveling the routes of Bogor to Jakarta, researcher performed a descriptive quantitative research with a population of rail passengers. Data taken from 80 respondents using incidental sampling technique is analyzed using the SERVQUAL model. Research results show that overall passenger satisfaction levels of service specific car is at the level of discontent. This can be seen from the gap between perceptions and negative expectations. Dimensions of service quality perceived by passengers are not satisfied that the dimensions of connection, reliability, response and physical evidence. However there are several dimensions of service quality perceived by passengers quite happy. Dimensions are empathy, facilities, security and comfort. This research concludes that there is a perception gap between the expectations of the ministry with a value of -1.101. Therefore, it is recommended to train the managers to improve service for passengers, especially the dimensions of felt unsatisfactory by passengers.

A Study to Determine the Effects of Customer Value on Customer Loyalty in Airline Companies Operating: Case of Turkish Air Travellers

Enhancing customer loyalty has become a popular topic for managers, consultants, and academics. The arguments in support of loyalty are simple to understand. Loyal customers are reported to have higher customer retention rates, commit a higher share of their category spending to the firm, and are more likely to recommend others to become customers of the firm. (Reichheld, Sasser, 1990; Zeithaml, 2000, “Keiningham, et al. 2007)Traditionally, marketing activities have focused on success in the product marketplace by examining the physical aspects of products and services such as quantity, quality, functionality, availability, accessibility, delivery, price and customer support. More recently, marketing managers have shifted their emphasis to creating value for their customers (Clutterbuck, Goldsmith, 1998; McAlexander et al., 2002, Mascarenhas, et al. 2006). So there are very limited researches for customer value affect customer loyalty? Is customer value affecting customer loyalty? This research focused determine the effects of customer value, which is perceived by domestic line passengers based on the services offered by the airline company preferred, on the level of loyalty towards airline companies.This study was carried out based on descriptive research model. Multiple regression analysis was employed in the study so that the extent to which the level of passenger satisfaction about each of the services offered by airline companies influences the level of passenger loyalty to airline companies can be determined. Also, logistic regression analysis was conducted to determine the services playing a role in meeting passenger expectations by airline companies.

Models and a genetic algorithm for static aircraft-gate assignment problem

Assigning aircraft to available gates at an airport can have a major impact on the efficiency of flight schedules and on the level of passenger satisfaction with the service. Unexpected changes, due to air traffic delays, severe weather conditions, or equipment failures, may disrupt the initial assignments and compound the difficulty of maintaining smooth station operations. Recently, mathematical models and procedures (optimal and heuristic) have been proposed to provide solutions with minimum dispersion of idle time periods for static aircraft-gate assignment problems. This paper introduces a unified framework to specifically treat the objective functions of the previous models. It also provides linear representations of these models and identifies the conditions under which the optimal solutions can be obtained in polynomial time. Furthermore, a genetic algorithm utilizing problem specific knowledge is proposed to provide effective alternative solutions.

Procedures for Aircraft Gate Assigment

The task of assigning arriving flights to the available gates at an airport can have a major impact on the efficiency with which the flight schedules are maintained and on the level of passenger satisfaction. In this paper, optimum and heuristic procedures are developed to assign flights in such a way that the idle periods, during which gates are not utilized,. are distributed as uniformly as possible. Emprical study indicates that up to 60% improvements can be achieved over the current practice.