Passenger Expectations Research Articles

Analysis of Bus Public Transportation Passenger Satisfaction Level Route Manado - Tondano, North Sulawesi

Transportation has a strategic role in supporting economic development, especially in meeting the needs of transportation services for people and goods. This research aims to analyze the level of satisfaction of bus public transport passengers on the Manado - Tondano route, North Sulawesi. The methods used in this study are Importance and Performance Analysis (IPA) and Service Quality (SERVQUAL), which assess passenger perceptions and expectations of bus service quality. Data were obtained through a questionnaire survey covering five dimensions of service quality, namely Tangibles, Reliability, Responsiveness, Assurance, and Empathy. The results showed that the majority of respondents were female under the age of 20, with dominant occupations as students or college students, and income below Rp1,500,000. Based on the gap analysis between performance and expectations, it was found that all service attributes have negative values, with an average gap of -1.38, which indicates that bus services are still below passenger expectations. This research provides important implications for transportation service providers to improve service quality to meet passenger expectations.

ANALISIS KUALITAS PELAYANAN SISTEM X-RAY PADA PT PELINDO CABANG BENOA

This study aims to assess the service quality of the X-ray system at Benoa Port and provide recommendations for improving service quality at Benoa Port. The analysis methods used are the Service Quality (Servqual) method to identify gaps between the perceptions and expectations of passengers regarding service quality at Benoa Port and the Importance Performance Analysis (IPA) method to determine service improvement priorities. The sample of this study consisted of 96 cruise passengers in 2024. The result of the research using the servqual method indicate that there are gaps in all dimensions. The highest gap is in the tangible dimension with -0,49 and the lowest gap is in the assurance dimension with a gap of -0,24. Overall the average perception score is 3,80 and the average expectation score is 4,19, resulting in a gap of -0,39 and an average Q score of 0,91 indicating that the service quality provided almost meets the passengers expectations but is not yet perfect. The analysis result using Importance Performance Analysis (IPA) methode show a conformity rate (TKi) between importance and performance of 93,65%, indicating that the quality of the X-ray service system at Benoa Port meets the passengers expectations but still requires improvements. Based on the Cartesian Diagram, there are 5 attributes located in quadrant I, which means that improvements are necessary, consisting of the dimensions of tangibles, responsiveness, and empathy

Drivers and outcomes of airline passenger satisfaction: A Meta-analysis

In the competitive environment of air transport management, airline passenger satisfaction is critical to customer loyalty, operational feedback, financial performance, and regulatory compliance and rankings. Research on airline passenger satisfaction has evolved and matured, shaped by industry dynamics and passenger expectations. However, only some studies have systematically assessed the key drivers and outcomes of airline passenger satisfaction. Consequently, this research provides a meta-analysis of the relationships between the critical drivers of passenger satisfaction and attitudinal and behavioural outcomes within the airline industry. A meta-analysis of 95 empirical studies revealed that perceived service quality and perceived value positively impact passenger satisfaction, with varying effect sizes. Passenger satisfaction had a significant direct and indirect effect on various behavioural intentions and on the willingness to recommend an airline, with gender moderating the relationship between perceived value and satisfaction. Among the perceived service quality dimensions, in-flight service had the greatest effect and was critical to passenger satisfaction. A conceptual model containing mechanisms to achieve affirmative behavioural responses through passenger satisfaction is provided for airline practitioners to formulate long-term success.

Factors influencing the cruisers in recommending onshore excursions in Gran Canaria

This paper investigates which elements are the ones that most influence the cruise passenger to recommend the onshore excursions, offering relevant information that could help all stakeholders (cruise firms, local operators, politicians, etc.) to better design/adapt shore excursions to the expectations of the cruise passengers, increasing the positive impact of this activity in the destination. The latter is essential for the existence of a good harmony between the cruise ships visiting a destination and the population living there. To this aim, an ordered logit model was estimated using a sample of 1,059 questionnaires obtained during the period 2018–2020. The results have shown that cruise passengers are more likely to recommend the onshore excursions if their expectations regarding the excursion have been covered, they have perceived a good quality/price ratio and have had a satisfactory tour guide service. Moreover, the fact that the cruisers aged between 45 and 55 are less likely to recommend excursions could suggest that the design of existing excursions could be improved by being tailored by demographic characteristics (i.e., aged-oriented) or even by offering different alternatives for each group during the shore excursion when possible. The results could be useful to all stakeholders when designing excursions to increase the positive impact of this activity on the destination.

Analysis of the features of passenger transportation projects

In the era of active development of the transport industry, the introduction of digital technologies, the issue of the quality of passenger transportation still remains unresolved, despite the large number of carriers. The general transport system is an integral component of the country's economic development, and therefore research in the field of passenger transport becomes relevant and key aspects in solving the problem of improving the provision of transport services. The authors analyzed the features, main problems and risks of passenger transportation projects. It is noted that the majority of scientific works are devoted to cargo transportation, and those studies related to the field of passenger transportation consider the issue of quality provision of passenger transportation very superficially. The article demonstrates the need to replace traditional forms of project management in the transport sector with modern and progressive ones. Among a number of innovative approaches to management, the authors recommend the implementation of value-oriented management of passenger transportation projects, justifying the fact that value, as a rule, arises only in the process of operating a product, even if a high-quality and efficient system of passenger transportation is the value that will satisfy stakeholders, and primarily passengers. A value-oriented approach to passenger transport projects is determined by the main values that have a certain influence on the success and efficiency of such projects. The main idea is to take into account the needs and expectations of passengers, ensuring comfort, safety and efficiency of transportation. Conclusions were made regarding the need to continue researching value-oriented management in the field of passenger transportation, taking into account the specificity of projects in this field.

Transportation Tourism – Generation Z Satisfaction Towards AIRQUAL on Low-Cost Airlines

The Airline Deregulation of Act 1978 created a new type of airline that is both cheap and affordable which is known as low-cost carriers (LCCs). Low Cost-Carriers (LCCs) are defined as airline that differentiates themselves in the market through reduced ticket prices. This paper investigate the relationship between Generation Z satisfaction on LCC airlines based on AIRQUAL dimensions. The paper also aims to determine what factor influences Generation Z satisfaction the most based on the AIRQUAL dimension. Data was collected via face-to-face intercept survey at arrival lounges of Kuala Lumpur International Airport Terminal 1 (KLIA T1) and Kuala Lumpur International Airport Terminal 2 (KLIA T2) of Low-Cost Airlines (LCCs) passengers, particularly Generation Z. In total, 227 valid responses were used for the final analysis. The study used Statistical Package for the Social Science (SPSS) to test validate the research model and hypothesis posted. The result revealed that Generation Z's satisfaction as a passenger is significantly affected by the AIRQUAL model. The study contributed to passenger satisfaction in the LCC sector is of the utmost importance for both airlines and the broader tourism industry, specifically concerning the service quality of LCCs by using the AIRQUAL framework. Furthermore, study of LCC passenger satisfaction yields valuable insights into the preferences and expectations of cost-conscious passengers. This information was significant for destinations and tourism businesses seeking to attract and cater to this market segment.

Quality Management Practices During Check-In And Boarding Process: The Case Of Etihad Airways, UAE

The purpose of this research is to examine quality management phenomenon of the aviation industry, by taking a deep dive into the practices carried out by Etihad Airways during the processes of check-in and boarding. The parameters set by the global standards are evaluated and compared to the existing practices in the airline’s ground operations. Through this comparison, an analysis is derived in regards to how aligned the processes are, and how the particular areas of improvement can be targeted. The researchers conducted this qualitative investigation while analyzing the case of Etihad Airways, UAE. The study findings indicate that the set international quality parameters are a road map for airlines to follow, and while Etihad Airways’ practices are in alignment with most of the protocols, there are areas wherein the airline management should shed light on in order to implement those protocols in their day-to-day operational activities. By scrutinizing these areas of improvement, the airline can pinpoint where their focus is needed most to advance their service of quality, subsequently elevating Etihad Airways as a business and giving the airline a competitive edge in the industry. While there are several studies that have addressed the role of quality in the aviation industry, this research adds originality and value by fixating on the check-in and boarding processes, which are crucial touchpoints in an airport. This analysis equips both the aviation industry and academia with insights into optimizing quality management practices, an exclusive input in an era of heightened competition and passenger expectations within the aviation sector.

How to make you spend more in the airport? An investigation towards ECSI model on willingness to spend more in airport

This study intends to uncover the potential drivers that motivate air passengers to spend more in the airport. To address the gaps in the literature, this study proposed a model that integrated the European Customer Satisfaction Index (ECSI) and Experience Economy Theory. Data was collected from 341 passengers at Kuala Lumpur International Airport and analyzed using Partial Least Squares - Structural Equation Modelling (PLS-SEM). The structural model results suggested that willingness to spend more depended on the passengers’ satisfaction and perceived value. Experience economy was found to mediate the path between airport image and passenger expectation on perceived value. Implications and suggestions for further research were discussed.

A Methodological Framework Based on a Quantitative Assessment of New Technologies to Boost the Interoperability of Railways Services

Concerning the increase in the number of trips and tourists after the COVID-19 pandemic, TSPs (Transport Service Providers) and transport organizations are trying to improve their operability to answer the needs and expectations of passengers. This paper presents a methodology to assess and evaluate to what extent innovative technologies meet the needs of tourists and TSPs involved in the digital ecosystem for door-to-door trips in Europe, making railways and public transport more attractive and consequently encouraging people to use more intermodal solutions in public transport. In this study, two kinds of quantitative data are used: operational KPIs (Key Performance Indicators) and USI (User Satisfaction Index) surveys. The Effectiveness concept, as a metric of the capacity to meet these needs and expectations by the innovative technology, is calculated by merging both types of quantitative data. The method considers tourists’ socio-demographic profiles, allowing comparisons among TSPs and profiles for a specific technology, and it is extended to figure out correlations among variables through regression and Bayesian Networks analysis. In addition, specific socio-demographic data relevant to the needs and expectations were studied through the ANOVA test. This work belongs to the methodological framework of the IP4MaaS (Innovation Program 4 Mobility as a Service) project, which sets six demo sites on which this assessment method will be applied in a further stage. The concept of Effectiveness is applied in all the above-mentioned demo sites for the final assessment. Some IT innovations such as Location-Based Experience and Journey Planning have shown high Effectiveness. This work could be interesting for TSPs and IT (Information Technology) developers, researchers, policymakers, and organizations in the transport sector.

The Effect of Access and Facilities of Drop Zone Area on Passenger Satisfaction at Sultan Hasanuddin International Airport Makassar

Access and drop zone facilities are very important things that must be considered by every airport, including Sultan Hasanuddin Makassar Airport. From the observations made by researchers, there are still passengers who complain about the distance to the drop zone access area to the terminal and the availability of trolly facilities in the Drop Zone Area which have not been provided by the management of Sultan Hasanuddin Makassar International Airport. This study aims to 1) determine the effect of access on passenger satisfaction at Sultan Hasanuddin International Airport Makassar, 2) determine the effect of Drop Zone Area facilities on passenger satisfaction at Sultan Hasanuddin International Airport Makassar Drop Zone Area services, 3) determine the effect of access and facilities Drop Zone Area on passenger satisfaction at Sultan Hasanuddin International Airport Makassar, 4) determine the influence of access and Drop Zone Area facilities on passenger satisfaction at Sultan Hasanuddin International Airport Makassar. This research uses quantitative methods. This research was carried out in the period 1 June - 1 July 2023 with the object of research in the departure area of Sultan Hasanuddin Makassar International Airport. The research sample was determined by 100 respondents. The research data were analyzed using multiple linear regression analysis with the help of IBM SPSS version 22 software. The results of this study indicate that there is a positive effect of access on passenger satisfaction at Sultan Hasanuddin International Airport. Meanwhile this study shows that there is a positive effect of the drop zone facility on passenger satisfaction at Sultan Hasanuddin International Airport. This research also shows that the provision of airport drop zone facilities is inseparable from passenger expectations, so this is a serious part of fulfilling passenger satisfaction. Meanwhile, together they have a positive and significant effect on passenger satisfaction at Sultan Hasanuddin Makassar International Airport. Then these results show that access and drop zone facilities affect passenger satisfaction at Sultan Hasanuddin Makassar Airport by 83.5%.

Determining tricycle service quality and satisfaction in the Philippine urban areas: A SERVQUAL approach

The tricycle is one of the most essential modes of public transportation in the Philippines. The purpose of this study was to determine factors affecting passenger satisfaction with tricycle services by utilizing the SERVQUAL approach. A total of 654 tricycle passengers answered an online questionnaire that consisted of 62 questions. Several factors such as assurance, empathy, reliability, responsiveness, tangibles, passenger expectations, passenger satisfaction, passenger loyalty, and future intentions were analyzed simultaneously by utilizing Structural Equation Modeling (SEM). SEM indicated that responsiveness was found to be the most significant factor in passenger satisfaction, followed by tangibles, empathy, and passenger satisfaction. Interestingly, assurance and reliability were found not to have significant effects on passenger satisfaction. It could be deduced that passengers utilizing the tricycle as a form of public transportation are mainly concerned about the cleanliness of the tricycle and the driver, getting to their needed destination, reduced travel time, convenience, cheap, and reliable. This study is the first complete study that explored the satisfaction of tricycle users in the Philippines. The findings can be utilized as a theoretical foundation particularly for enhancing the service quality and satisfaction of tricycles as public transportation. In addition, the approach can also be utilized to evaluate other vehicles in other countries.

Обслуговування пасажирів на борту літака як складова іміджу та конкурентоспроможності авіакомпанії

The article is devoted to consideration of passenger service on aircraft board as a basis for forming the image and ensuring the airline’s competitiveness. The role of passenger service quality for airlines in the context of fierce global competition is defined; an analysis of the on-board product of the world's leading airlines was carried out, and the most influential ratings of airlines for the service quality were considered. The key criteria for evaluating the passenger service quality on the aircraft board in terms of the quality of the on-board product and the efficiency of the cabin crew are substantiated. Recommendations are provided for flight attendants to improve service in the context of passenger expectations, and steps that airlines should implement to improve the passenger service quality are identified.

Determining Factors Affecting Passenger Satisfaction of “Jeepney” in the Philippine Urban Areas: The Role of Service Quality in Sustainable Urban Transportation System

Jeepneys are the most accessible and affordable public transportation in urban areas of the Philippines. The goal of this research was to explore passenger satisfaction with the overall service quality of a jeepney. A total of 600 jeepney passengers voluntarily answered an online questionnaire consisting of 59 questions. Different factors such as Passenger Expectation, Cleanliness and Comfort, Ambiance, Safety, Driver Behavior, Service Adequacy, Route Efficiency, Information Materials, Value for Money, Passenger Satisfaction, and Future Intentions were examined simultaneously by utilizing the structural equation modeling (SEM) approach. SEM indicated that safety was found to have the highest effect on passenger satisfaction, followed by the driver’s behavior, value for money, service adequacy, and information materials. This is the first complete study that explores passenger satisfaction with the overall service quality of jeepneys. The findings of this study can be utilized by the government and jeepney operators to enhance the overall service quality by focusing on safety and the behavior of drivers. This would result in increased passenger satisfaction and, consequently, a positive intention on using the mode of transportation.

Passenger Expectations towards a Sustainable Aviation Industry

The aviation industry is facing significant challenges in reducing environmental impacts along the entire value chain. At the same time, the expectations and demands of passengers also need to be taken into account. For decision-makers in airlines and aircraft manufacturers, environmental goals are of central importance, as well as considering passengers as customers and their expectations. From this motivation on, this article presents the results of an online survey among passengers with approximate 1000 participants focusing on sustainability. The results show, firstly, that passengers attribute increasing relevance to the topic of sustainability in the future. Secondly, passengers expect that technical development and design decisions in the aviation industry will be made with the incorporation of sustainability indicators. As a conclusion, this article identifies a causal need for transparent decision-making tools, extending to aircraft manufacturers, to address these requirements effectively.

Utilizing a machine learning ensemble to evaluate the service quality and passenger satisfaction among public transportations

Public transportation is an essential criterion that benefits several social sectors. Hence, most developing countries display an increase in the demand for enhanced public utility vehicle (PUV) systems. PUVs are prevalent in the Philippines; however, research on passenger satisfaction and public transportation is scarce. This research aimed to assess passengers' future intentions regarding PUVs through passenger satisfaction utilizing various latent variables. This study utilized an online survey with a total of 600 respondents that are using PUVs in the Philippines who voluntarily answered the questionnaire. The data were analyzed using different Machine Learning Algorithms (MLA) such as Deep Learning Neural Network (DLNN), Decision Tree (DT), and Random Forest Classifier (RFC). The study indicated that people vastly prefer a route-efficient way of traveling, safety, value for money, and passenger expectations as it highly affected passenger satisfaction and future intentions. The theoretical basis of this study provided an effective instrument for resolving the country's emerging traffic issues and served as the foundation for forming PUVs and policy initiatives. Future research may look into and concentrate more on particular types of service quality factors and public utility vehicle to provide a more in-depth analysis of the subject and extend the analysis. Researchers may also utilize MLA for the data as it provides a more efficient and accurate factor analysis in the transportation sector. Finally, managerial insights could be elevated, including service domains in different areas.

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.

Building Loyalty Through Education on Passenger Trust in Low Cost Airlines Indonesia, The Role Of Service Quality And Passenger Satisfaction

The study aims to investigate how service quality contributes to passenger loyalty in LCA Indonesia, considering satisfaction and trust. A survey was conducted with 400 respondents who used LCA services for domestic flights at Sultan Hasanuddin Airport in Makassar between 2021 and May 2022. Structural Equation Modeling (SEM) was employed for data analysis. The results indicate that service quality, passenger satisfaction, and trust are crucial in shaping loyalty. Satisfying services have the potential to foster trust, leading to passenger loyalty. Satisfaction and trust act as effective mediators of service quality and passenger loyalty. The findings highlight the importance of delivering high-quality services that meet passenger expectations and generate satisfaction. LCA Indonesia can build trust and establish a loyal customer base by exceeding customer expectations. Service quality is vital for providing positive experiences to passengers. Understanding the mediating roles of satisfaction and trust is also key. LCA Indonesia can enhance passenger loyalty by prioritizing service quality, improving satisfaction levels, and building trust among passengers. Addressing these factors strengthens the airline's competitive position and ensures long-term customer loyalty in a highly competitive market.

KEY CHALLENGES OF GLOBAL AIRPORT SECURITY SYSTEMS IN CONTEXT OF CURRENT THREATS AND AVAILABLE TECHNOLOGICAL SOLUTIONS

The aim of this paper is to highlight some key challenges of global airport security systems in context of current threats, especially Covid-19 and available technological solutions. The airport environment will change significantly. Combined with the growing expectations of passengers and the need to improve security in the face of a changing global threat, this new system will lead to changes in many procedures (both in context of security and protection of airport critical environment as well as from perspective of securing the airport public areas and even health protection of overall airport community). Due to new types of threats and a significant increase in the number of passengers during pre-Covid-19 era, new technological solutions were introduced, affecting the security of restricted and public spaces. This problem, due to its complexity and unpredictability, still leaves a lot of room for improvement and increasing their effectiveness. Especially taking into consideration current pandemic scenarios and context of safety precautions and social distancing, the role of new technologies will be crucial, in order to re-build trust amongst air travellers and to ensure consistency within general aviation security measures. The paper takes into account results of selected researches.

ОСОБЛИВОСТІ ЦІНОУТВОРЕННЯ МІЖНАРОДНИХ ТРАНСПОРТНИХ ПОСЛУГ

The article is devoted to the study of the pricing of international bus transportation based on the value of the service for consumers. The object of research is the value of passenger road transport services. The purpose of the work is to study the factors that determine the value of international road transportation services from the point of view of their influence on the pricing of international bus transportation. Research method - methods of survey, synthesis and analysis, expert assessment. Pricing based on the value of the service will help to ensure the success of transport companies in the long term. In the conditions of martial law, the demand for international transportation is increasing, the price is also increasing, but the discrepancy between the quality and price of transport services remains, which leads to dissatisfaction of passengers with the services of most carrier companies. The survey of passengers of international bus routes made it possible to determine a number of factors that determine the consumer value of international bus transportation for Ukrainians. With the help of an expert assessment, it was determined that the most significant factors from the point of view of the value of international transportation are the condition of vehicles, comfort and professionalism and courtesy of drivers. Consistency of experts' opinions is confirmed by the coefficient of concordance and rank correlation. In the future, the results of the research can be used by motor transport companies when developing a pricing strategy for international bus transportation. Prognostic assumptions regarding the development of the object of research - the development of a pricing strategy based on the expectations of passengers of international bus routes.

Beyond fear and abandonment: Public transport resilience during the COVID-19 pandemic

The outbreak of the COVID-19 pandemic challenged urban public transport systems to maintain accessibility and service for daily users while adapting to local health and safety regulations. Developing sustainable and resilient urban policies under such crisis conditions requires understanding the different feelings, experiences and expectations of passengers and how these relate to socio-economic inequalities. Drawing on a mixed-method study in Berlin (Germany), Brussels (Belgium), Stockholm (Sweden) and Tallinn (Estonia), we show how the pandemic outbreak has changed both who uses public transport and how users experience their journeys. Challenging the narratives that portray public transport as a place of fear, we find that remaining passengers assess the risk of contagion lower than those who avoided it completely. We argue that promoting resilient public transport requires policies that address the needs of passengers relying on public transport services. Therefore, we question the current policies under the sustainable mobility paradigm for not taking sufficient account of the feelings, experiences and emotions and particularly of transport-dependent users.