Passenger Satisfaction Research Articles

Pengaruh Kualitas Pelayanan Petugas Aviation Security (AVSEC) terhadap Kepuasan Penumpang Disabilitas di Bandar Udara Adi Soemarmo Solo

In supporting the security and safety of flights at an airport, there are several requirements that must be met by airport managers. First, reliable human resources in terms of security and comfort. In this case, all aviation security personnel or commonly called Aviation Security (AVSEC). This research aims to determine the influence of the service quality of Aviation Security officers (AVSEC) on the satisfaction of disabled passengers at Adi Soemarmo Airport, Solo. This research uses quantitative methods. The respondents in this study were 67 disabled passengers at Adi Soemarmo Airport, Solo. Data was obtained through distributing questionnaires offline. Data analysis techniques use Simple Linear Regression Test, T Test, Coefficient of Determination Test, and Descriptive Test. The results of this research show that there is an influence of the service quality of Aviation Security officers (AVSEC) on the satisfaction of disabled passengers at Adi Soemarmo Airport, Solo. It is proven from the results of the T Test (Partial) that the T count is 4.748 with a significance value of 0.01 < 0.05. This states that the service quality variable partially influences the passenger satisfaction variable. The results of the Coefficient of Determination Test showed a result of 25.8%, which means that service quality influences passenger satisfaction, while the remaining 74.2% is influenced by other factors that were not studied.

Exploring the Impact of Airport Services on Passenger Satisfaction in Tanzania: A Case Study of Julius Nyerere International Airport

Satisfying passengers at the airport has been the cornerstone for airlines and airports in air transport service. This study aimed to understand the effects of airline-related quality service dimensions on overall passenger satisfaction at airports. The study intended to analyse the effect of pre-flight, in-flight, and post-flight services on passenger satisfaction at the airport. Passengers begin to interact with air transport services when booking a ticket, and airline-related service dimensions are considered part of the broader concept of airport services, which should be integrated as they overlap in satisfying passengers at the airport. Previous research focused extensively on airport-related factors but overlooked the specific impacts of airline services on overall passenger satisfaction. The study was guided by Total airport experience framework considering holistic view of passenger satisfaction. The study used a descriptive research design which targeted all international passengers travelled through Julius Nyerere International Airport at the time of conducting this study. In this regard, the study included departing and arriving passengers from Terminal III at the final lounge and baggage claim area. The Webb et al (1996) guidelines were used to determine the sample size which suggests that for population above 2,000, a sample of 1% is appropriate; The population consisted of 18,000 passengers arriving and departing at Julius Nyerere international Airport during the time of conducting survey; thus 180 passenger were selected randomly ensuring that every passenger had an equal chance of being selected. Collection of data invloved questionnaires with close-ended and open-ended questions. Descriptive analysis of collected data was conducted to summarize the main variables through utilizing the Statistical Package for Social Science (SPSS) for data analysis to obtain percentages and frequencies. The findings indicated that several dimensions of airline-related service influence passenger satisfaction: pre-flight, in-flight, and post-flight dimensions. The findings revealed that these three dimensions positively affect passenger satisfaction. For instance, in pre-flight services, respondents reported satisfaction, highlighting the crucial role of effective management of pre-flight services in determining positive initial travel experiences. High satisfaction rates were also observed for in-flight services, emphasizing the importance of onboard amenities and crew responsiveness. However, post-flight services showed areas for improvement to enhance the overall passenger experience. Additionally, the results highlighted the strategic necessity for airlines and airports to prioritize service excellence across all touchpoints of the passenger journey. Enhancing service quality and responsiveness, particularly in mishap resolution and service delivery which are crucial for maintaining a competitive advantage and fostering customer loyalty. The study concluded that passenger satisfaction is highly influenced by three primary dimensions of airline related service: pre-flight, in-flight, and post-flight dimensions. The study recommends the Airline and airport operators to focus on improving service quality delivery across all touch points of passengers journey by implementing an integrated approach such as coordinated decision making.

Challenges and coping strategies in airline service under crosscultural context

This study explores the challenges faced by airline cabin service from the perspectives of globalization and intercultural communication, as well as potential strategies to address these issues. The paper first reviews and analyzes the intercultural interaction problems that have emerged in airline cabin service, including language barriers, cultural clashes, and the misunderstandings and conflicts they bring. Subsequently, through field research and in-depth interviews, this article proposes and demonstrates a series of strategies to address these issues, including providing cultural adaptability training, enhancing cabin crew's language proficiency and intercultural communication skills, and improving the quality of service. Through the study and analysis of these strategies, this paper concludes that intercultural sensitivity and adaptability are crucial for improving the quality of airline cabin service and passenger satisfaction, providing theoretical basis and practical reference for airlines.

The role of physical and social environments on the loyalty toward urban rail services: A consideration of stations and onboard

Although urban train services have been introduced in various developing countries, ridership for this mode of public transport (PT) remains low. In response, urban planning authorities are seeking ways to boost passenger loyalty to these services. However, the existing literature has scarcely examined the role of physical and social environments in fostering passenger loyalty. Additionally, how loyalty is developed throughout the passenger experience - both at stations and onboard - remains unclear. Addressing this gap, the current study develops a model based on the 'service quality-satisfaction-behavioural intentions' paradigm and the Stimulus-Organism-Response (S-O-R) model to examine how the physical and social environments, both at rail stations and onboard trains, impact passenger loyalty in the context of urban train services. Additionally, this study validates the multi-dimensionality of physical environments and social environments in this context. Data collected from urban rail passengers in Hanoi, Vietnam is analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The findings reveal that the physical and social environments onboard trains significantly influence loyalty towards the urban train services, while the environments at stations do not have the same impact. Furthermore, both satisfaction at stations and onboard trains significantly affect the loyalty, though the influence of satisfaction with the onboard experience is much stronger than that of satisfaction with the stations. Practically, the findings assist PT authorities in evaluating existing systems and devising future PT development strategies. Also, the study informs PT providers of ways to improve passenger satisfaction and loyalty.

Service Quality and Passenger Satisfaction on the Coastal Routes of Southwest Crete

The aim of this paper is to validate the correctness of the defining variables (categories) used by Sitzimis (2024a) to measure the quality of services provided on the coastal lines of southwest Crete. In this context it tries to determine both how much they affect the overall passenger satisfaction and which one is the most important. This research is both novel and distinct and could hopefully be expanded to include comparable coastal routes around the world and other means of transport. It is also expected to benefit shipowners, passengers, and policymakers by maintaining the level of services provided at a satisfactory level. Methodologically, we have used confirmatory factor analysis to determine the real factors affecting the quality of coastal services in southwest Crete. A non-parametric correlation test has been applied between the degree of satisfaction and the above factors. It has shown that there is a moderate positive correlation. We have tested through multiple regression both the extent to which these factors have an impact on passengers’ satisfaction and their relative significance. The resulting evaluation factors are "comfort, safety, land and on-board services", "pricing policy" and "route reliability". They have predicted 63.5% of passengers’ satisfaction variance and the first factor is the most significant. Their improvement is expected to stimulate the users’ satisfaction. Ιt appears that the five categories used by Sitzimis, and their hierarchical classification, have not been fully confirmed by the factor analysis.

Evaluating Airport Service Quality Based on the Statistical and Predictive Analysis of Skytrax Passenger Reviews

This study leverages approximately 7500 reviews from Skytrax to explore the determinants of airport service quality and their influence on passenger recommendations. The dataset includes various features such as terminal cleanliness, terminal seating, terminal signs, food and beverages, airport shopping, WiFi connectivity, and airport staff. The research employs a comprehensive methodology encompassing statistical data analysis, predictive modelling, and interaction effects analysis. The descriptive analysis of time-series data highlighted trends and fluctuations in service quality and recommendations, providing insights into temporal dynamics. Multiple machine learning models, including logistic regression, Random Forest, SVM, KNN, Gradient Boosting, and Neural Networks, were developed in this study and cross-validated for airport recommendation based on Skytrax’s online reviews. Among others, Gradient Boosting emerged as the most accurate model with an 88.15% mean accuracy. Interaction effects revealed significant combined influences, such as terminal cleanliness and terminal seating, on passenger recommendations. This multifaceted approach offers robust insights into factors influencing airport recommendations and guides improvements in airport management to enhance passenger satisfaction. Future work will focus on a general-purpose machine learning framework and its toolbox development for airport service quality analysis based on online reviews from various sources.

Exploring Smart Airports’ Information Service Technology for Sustainability: Integration of the Delphi and Kano Approaches

Airport digitalization has revolutionized service delivery at passenger touchpoints, which leads to sustainable passenger loyalty. However, it is critical to determine whether this rapid transition to digital services genuinely enhances passenger satisfaction with airport services. This study uses a mixed-method approach to identify key traditional and technology-driven information services in smart airports. The specific aim is to determine the optimal balance in which digital technologies can effectively replace human-provided services to establish sustainable passenger loyalty. Two rounds of Delphi surveys were conducted with panels of 23 and 21 experts, followed by an online Kano survey with 401 international passengers. The Delphi analysis identified 16 key information service attributes, while the Kano analysis revealed that the majority of technology-based services were attractive and positively influenced passenger satisfaction. By contrast, human-based services were mostly indifferent, although some were vital for boosting satisfaction and preventing dissatisfaction. These results advance the current airport service research and provide practical insights into optimizing passenger experiences through the strategic integration of technology for sustainable smart airports while maintaining essential human-provided services.

Self-service check-in kiosks in airport terminal planning: Static analysis on the airport check-in space

Self-service check-in kiosks are increasingly recognized as a cost-effective solution for expanding check-in capacity without the need for terminal building expansion. These kiosks serve as essential airport infrastructure, providing time savings for passengers, cost reductions for airlines, and optimized space utilization for airports. This study aims to investigate whether the claimed 49 percent reduction in required check-in space with the adoption of self-service check-in kiosks is valid and examines how various factors influence this space saving. A small sized airport with an average annual traffic of 1 million passengers and 500 Typical Peak Hour Passenger (TPHP) serves as the case study. Through static analysis, the study assesses the impact of failure rates associated with self-service check-in kiosks on overall space savings. The findings indicate that failure rates significantly diminish space savings, underscoring the importance of technology reliability in maximizing efficiency. Additionally, space savings are influenced by passenger demand, passenger profiles, processing times, queuing/waiting times and space per passenger. These results suggest that while self-service check-in kiosks can enhance operational efficiency and passenger satisfaction, their effectiveness is contingent upon managing technology reliability and understanding diverse passenger needs. Overall, this study highlights the potential of self-service check-in kiosk in improving airport operations while providing valuable insights for future implementations.

The Impact of Intelligent Transportation Technology on The Operational Efficiency of Public Transportation Enterprises

With the acceleration of urbanization, the public transport system is facing increasingly severe challenges. How to improve the operational efficiency of public transport enterprises has become an urgent problem to be solved. Intelligent transportation technology, with its advanced information technology means, provides a new solution for the operation management of public transportation enterprises. The purpose of this study is to explore the impact of intelligent transportation technology on the operational efficiency of public transportation enterprises. Through the field investigation and data analysis of a number of public transportation enterprises, the application of intelligent transportation technology in bus scheduling, vehicle tracking, passenger information service and other aspects is studied. The results show that the application of intelligent transportation technology significantly improves the operating efficiency of public transportation enterprises, which is reflected in shortening the driving time, reducing the empty driving distance, and improving passenger satisfaction. In addition, the study also found that smart transportation technology can help reduce operating costs and reduce environmental pollution. Future research will further explore the application of smart transportation technology in a wider range, and put forward corresponding policy recommendations, with a view to providing technical support for the sustainable development of public transportation enterprises.

Using PLS-SEM and XAI for causal-predictive services marketing research

Purpose This study aims to redefine approaches to metrics in service marketing by examining the utility of partial least squares – structural equation modeling (PLS-SEM) and eXplainable Artificial Intelligence (XAI) for assessing service quality, with a focus on the airline industry. Design/methodology/approach Using the Airline Passenger Satisfaction data set from Kaggle platform, this study applies PLS-SEM, facilitated by ADANCO software and XAI techniques, specifically using the SHapley Additive exPlanations TreeExplainer model. This study tests several hypotheses to validate the effectiveness of these methodological tools in identifying key determinants of service quality. Findings PLS-SEM analysis categorizes key variables into Delay, Airport Service and In-flight Service, whereas XAI techniques rank these variables based on their impact on service quality. This dual-framework provides businesses a detailed analytical approach customized to specific research needs. Research limitations/implications This study is constrained by the use of a single data set focused on the airline industry, which may limit generalizability. Future research should apply these methodologies across various sectors to enhance a broader applicability. Practical implications The analytical framework offered here equips businesses with the robust tools for a more rigorous and nuanced evaluation of service quality metrics, supporting informed strategic decision-making. Social implications By applying advanced analytics to refine service metrics, businesses can better meet and exceed customer expectations, ultimately elevating the societal standard of service delivery. Originality/value This study contributes to the ongoing discourse on artificial intelligence interpretability in business analytics, presenting an innovative methodological guide for applying PLS-SEM and/or XAI in service marketing research. This approach delivers actionable insights, not only in the airline sector but also across diverse business domains seeking to optimize service quality.

Optimize Airline Service Policy Based on Airline Passenger Satisfaction Data Analysis

As the preferred means of transportation for long-distance travel after the epidemic, whether an airline can stand out among its peers is deeply related to whether it can satisfy passengers, and the service quality of an airline can significantly affect passenger satisfaction. In this paper, random Forest is applied to judge the correlation between satisfaction and different service factors, and several factors that have the most significant impact on satisfaction are selected. The results show that the influence degree of Online. boarding, Inflight. wifi. service is significantly higher than other factors. Then, Legroom service, Inflight entertainment, departure-arrival time convenience, and Seat comfort are four factors with significant influence. Therefore, this paper believes that airlines should provide convenient online registration, rich flight entertainment activities, and comfortable seat space to improve passenger satisfaction under the premise of ensuring that their costs do not change much. In this way, airlines can greatly improve their competitiveness to attract and retain more loyal passengers.

Assessing Supply-Side Determinants of Passenger Satisfaction in Long-Distance Expressway Bus Services in Sri Lanka: A Case Study of Southern Expressway

The transportation sector plays a vital role in fostering economic growth, societal connectivity, and individual mobility. Long-distance bus services have emerged as a prominent mode of transportation, offering an efficient and cost-effective means of travel for both urban and intercity commuters. This study aims to comprehensively assess and elucidate the supply-side determinants that significantly impact passenger satisfaction with long-distance expressway bus service in Sri Lanka. To ensure the collection of detailed and relevant insights from frequent users of the Southern Expressway's long-distance bus services, a purposive sampling technique was employed. Data collection was guided by variables identified in the literature review, and exploratory factor analysis was used to analyse the sample data. The study identified six salient supply-side factors affecting passenger satisfaction: service quality, comfort, accessibility and convenience, safety and security, cost, and customer service. These factors explained 74% of the total variance, with service quality being the most influential, accounting for 18% of the total variance. The findings recommend upgrading the bus fleet, maintaining cleanliness, optimizing scheduling, enhancing reservation systems, implementing staff training, improving safety measures, ensuring fair pricing, enhancing customer service, raising passenger awareness, and encouraging innovation to improve expressway bus services, attract more passengers, and build a reliable public transport system.

Analysis of Service Performance at Kotabumi Lampung Train Station using the Kano Method

The Railway Station is an essential thing in the operation of the train. Passenger trains will raise and lower passengers, both the initial destination of passengers and transit. Kotabumi Railway Station is a station whose activities are to raise and lower passengers; in this case, the train station must have excellent and effective service performance for passengers. So, it is necessary to research the level of passenger satisfaction with the benchmarks for the service performance of train stations regulated in the Minister of Transportation Regulation No. 63 of 2019 concerning Minimum Service Standards. These benchmarks are then submitted as questions to the passengers, which are then processed using the kano method to determine the level of passenger needs and satisfaction. The kano method on the level of passenger satisfaction at the Kotabumi Railway Station results in that 19 attributes are one-dimensional where service performance if fulfilled, will experience the pleasure that is balanced with the existing version, and six characteristics of satisfaction levels are in the indifferent category, namely service performance must remain maintained. Furthermore, the highest CS and DS values ​​were obtained for information on train arrivals and station operating schedules. If this service performance is fulfilled, the passenger satisfaction level is 0.77. If the service performance is not fulfilled, passenger disappointment is at -0.82, so this attribute must be a top priority.

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.

Preference for Public Transportation Service Levels in Makassar City Towards Female Passenger Satisfaction

Basic services are government affairs that are mandatory and entitled to be obtained by every citizen, one of which is public transportation services. Although it has been regulated by Minimum Service Standards (SPM), the quality of public transportation services in Makassar City is still low and has not met expectations and satisfaction, especially for female passengers. The purpose of this study was to determine the satisfaction of female passengers with the quality of public transportation services in Makassar City. The respondents of this study were 96 female passengers of public transportation in Makassar City. This research is descriptive qualitative study that refers to the Regulation of the Minister of Transportation of the Republic of Indonesia Number PM 29 of 2015. This regulation outlines criteria such as security, safety, comfort, affordability, equality, and regularity for assessing the quality of public transportation services in Makassar City. The data analysis technique in this study uses descriptive analysis employing the Community Satisfaction Indicator (SMI) analysis method. Based on the results of calculations using the public satisfaction index method, it is known that the total number of service elements has a score of 43.86. Although this indicates that the overall quality of service is quite good, it is considered that women are not satisfied with the service provided. The relationship between the level of satisfaction with the quality of service affects women's preferences in choosing the mode they want to use.

Exploring Journey Experiences of Disabled Passengers in Using Public Transport

This study aims to enhance the understanding of disabled passengers' experiences with public transport by addressing the challenges in measuring their satisfaction and service quality. The central problem is the difficulty in accurately assessing and improving the service quality for disabled passengers, given the diverse needs and barriers they face. Utilizing the SERVQUAL model, which focuses on Tangibility, Reliability, Responsiveness, Assurance, and Empathy, the study identifies and evaluates these key dimensions in the context of public transport services. Findings reveal both unique needs and commonalities among different disability groups: hearing-impaired passengers require visual signals and nonverbal communication, visually impaired passengers need clear auditory announcements and staff assistance, and physically disabled passengers require accessible infrastructure and supportive services. Commonalities include the appreciation for reliable train schedules, cleanliness, and the need for empathetic and responsive staff. Based on these insights, recommendations are provided to enhance service quality by improving physical accessibility features, enhancing communication methods, and providing targeted staff training. Implementing these recommendations will address specific needs and improve the overall satisfaction of disabled passengers, contributing to a more inclusive and effective public transport system. Future work should focus on integrating additional models and exploring other key variables to uncover further insights into service quality and passenger satisfaction. This approach will offer a more comprehensive understanding of how various factors interact and contribute to a more inclusive and effective public transport system.

The Effect of Service Quality on Passenger Satisfaction at PT Titisan Sang Pangeran (Tispa)

This study aims to analyze the influence of service quality on passenger satisfaction at PT Titisan Sang Pangeran (Tispa). The research method used is a quantitative method with the distribution of questionnaires to 300 Tispa passengers during 2023. The results showed that service quality had a positive and significant influence on passenger satisfaction with a correlation coefficient of 0.734 and an R Square of 0.588. This means that 58.8% of the variation in passenger satisfaction can be explained by the quality of service provided. The most influential factors in service quality are vehicle facilities, service responsiveness, and employee friendliness. In conclusion, improving the quality of service can increase passenger satisfaction at PT Titisan Sang Pangeran.

Navigating loyalty and trust in the skies: The mediating role of customer satisfaction and image for sustainable airlines

This study aims to pinpoint the key factors influencing customer loyalty and trust within the airline industry. The study investigates the impact of service quality (assessed through the SERVQUAL model), pricing fairness, and perceived value on passengers' loyalty and trust in airlines. Additionally, the research delves into the mediating influences of passenger satisfaction and airline image in this domain. The data has been collected from the passengers who have lately used air transport to travel. The respondents included 400 passengers and were targeted using a purposive sampling technique. The findings reveal a significant positive correlation between service quality, price fairness, and perceived value, as well as passengers' loyalty and trust in airlines. Furthermore, we discovered that customer satisfaction and the airline's image played crucial roles as mediators, enhancing our understanding of the core mechanisms driving loyalty and trust formation among passengers.

Chatbots applications in civil aviation passenger service: A scoping review

With the continuous development and popularization of artificial intelligence technology, chatbots, as an innovative service tool, are gradually demonstrating their significant application potential in the field of civil aviation. Chatbots can engage in real-time interactions with passengers through natural language processing technology, providing personalized services. This scoping review aims to provide a preliminary analysis of the current status, advantages, challenges, and future prospects of chatbot applications in the field of civil aviation passenger services. This review was conducted in accordance with the PRISMA extension for scoping reviews guidelines. Studies were identified by searching five prominent databases - Scopus, ACM, IEEE Xplore, Springer Link, and Web of Science - covering the period from 2015 to 2024. Chatbots have demonstrated significant potential in various applications within civil aviation passenger service, including flight inquiries, ticket booking, customer support, and baggage tracking. Existing literature indicates that chatbots can significantly enhance passenger satisfaction and loyalty by providing personalized and convenient service experiences. Additionally, they can reduce operating costs and improve service efficiency for civil aviation participants. However, challenges such as technical limitations in natural language processing and privacy protection issues remain to be addressed.

The Influence of Departure Waiting Room Facilities on Passenger Satisfaction at Yogyakarta International Airport

Yogyakarta International Airport with IATA code: YIA and ICAO code: WAHI is an airport in Kulon Progo, Yogyakarta. which is used for civil aviation. The purpose of this study was to find and analyze whether there is an influence of waiting room facilities on passenger satisfaction. This study uses an associative method with a quantitative approach, and data were collected through questionnaires. The respondents of this study were users of the waiting room at Yogyakarta International Airport. The results of the study are presented with a simple linear regression analysis. According to the t test, there is a positive and significant relationship between passenger satisfaction (Y) and waiting room facilities (X); the result is Y = -4.524 + 1.478 X and the correlation coefficient R = 0.881. is 77.7%, and other factors affect 22.3%