Passenger Perceptions Research Articles

Service quality in a mid-sized air terminal: A SEM-MIMIC ordinal probit accounting for travel, sociodemographic, and user-type heterogeneity

Service quality of the airline industry is still unexplored, if compared to the public transport service quality literature. In this paper, we propose an analysis of the services provided by an Italian airport based on an SEM approach. Specifically, we propose a SEM-MIMIC ordinal Probit capturing the heterogeneity in perceptions of air transport passengers and identify groups of passengers with similar assessments of the services. Results suggest the presence of four constructs affecting the overall satisfaction at the terminal, namely information, control, environment, and food service. Results also suggest that there are two different user-types: accessory user (who uses ticket office, luggage trolleys, and escalator lifts), and technology user (who uses charging stations, airport website, and airport wi-fi).

Comparison analysis on vehicle operating cost (VOC) and passengers perception between transjakarta bus type of zhongtong LCK6180GC and scania K3201A (case study: transjakarta corridor 9)

The purpose of this research is to analyze comparison of vehicles operating costs (VOC) between the bus type of Zhongtong LCK6180GC and bus type Scania K3201A corridor 9, and also to know the level of satisfaction passengers using these two types of bus. The method used in this research including calculation of vehicles operating costs, Likert method, and distribution frequency. The results in summary is VOC of the type of Zhongtong LCK6180GC is smaller than Scania K3201A. Passengers’ satisfaction of Zhongtong LCK6180GC is lower then Scania K3201A but Zhongtong LCK6180GC gives more benefits for PT. Transportation Jakarta compare to Scania K3201A

Analisis Tingkat Pelayanan Terminal Transjakarta Pada Stasiun Harmoni Central Busway Berdasarkan Persepsi Penumpang

The result of this research show that level of service (LOS) obtained at Harmoni Central Busway Station for Friday July 14th, 2017, corridor which included with category LOS A (very good) was corridor 8A. Then, corridors with category LOS B (good) were corridors 1A, 2, 2A, 3, 5C, and 8, while for corridors with category LOS D (bad) were corridors 1 and 9B. For Monday July 16th, 2017, corridors which included with category LOS A (very good) were corridors 1A, 2, 2A, 3, 5C, 8, and 8A, while for corridors with category LOS C (good enough) were corridors 1 and 9B. For Sunday July 17th, 2017, corridor which included with category LOS A (very good) was corridor 8A. For the next, corridors with category LOS B (good) were corridors 2, 5C, and 8. Then, corridors with category LOS C (good enough) were corridors 1A, 2A, and 3, while for corridors with cateogry LOS D (bad) were corridors 1 and 9B. Value of satisfaction index to 4 factor dimensions of serivce is 66,028%, enter good criteria according to Transjakarta passengers perception at Harmoni Central Busway Station.

Passenger perceptions on sustainable propulsion systems: which factors mediate or moderate the relationship

The purpose of these studies was to examine how the type of propulsion system impacted the willingness to fly in a hypothetical scenario. Using a sample of 624 participants from the USA across two studies, it was found, in general, that participants were most willing to fly using traditional jet fuel or a biofuel followed by battery/electric and then solar-powered aircraft. There were no significant differences based on participant gender, any significant interactions nor any significant mediators between the type of propulsion and the willingness to fly. Still, familiarity with sustainability, willingness to pay for sustainability, and environmental commitment were found to be significant moderators. In cases where participants had high levels of the three moderating variables, they were significantly more willing to fly using sustainable propulsion systems than compared to low levels of the moderating variables. The study concludes with a discussion of these findings and the practical applications of this research.

Passenger perceptions on sustainable propulsion systems: which factors mediate or moderate the relationship

The purpose of these studies was to examine how the type of propulsion system impacted the willingness to fly in a hypothetical scenario. Using a sample of 624 participants from the USA across two studies, it was found, in general, that participants were most willing to fly using traditional jet fuel or a biofuel followed by battery/electric and then solar-powered aircraft. There were no significant differences based on participant gender, any significant interactions nor any significant mediators between the type of propulsion and the willingness to fly. Still, familiarity with sustainability, willingness to pay for sustainability, and environmental commitment were found to be significant moderators. In cases where participants had high levels of the three moderating variables, they were significantly more willing to fly using sustainable propulsion systems than compared to low levels of the moderating variables. The study concludes with a discussion of these findings and the practical applications of this research.

Role of Internet in Indian Economy and Passengers Perception with E-Services Provided by Indian Railways

Role of Internet in Indian Economy and Passengers Perception with E-Services Provided by Indian Railways

How Weather, Distance, Flight Time, and Geography Affect Consumer Willingness to Fly in Autonomous Air Taxis

Abstract Background : Many studies have investigated passengers’ willingness to fly (WTF) or ride in autonomous aircrafts and vehicles. With the emergence of urban air mobility, it is important to consider consumer perceptions of autonomous air taxis and passengers’ willingness to fly in various conditions. Therefore, the purpose of this study was to determine what external factors may influence consumers’ willingness to fly on autonomous air taxis in various weather, time conditions, and geographical locations. Methods : Across two studies, 782 participants were presented with a definition of autonomous air taxis, and then, a hypothetical scenario involving an air taxi that included four variables: rain versus no rain (Weather), 5-minute flight versus 30-minute flight (Time), over land or water (Terrain), and over urban or rural terrain (Population Density). Results : The data from the study suggest that both American and Indian passengers were more willing to fly in good weather conditions versus rainy weather, over land versus over water, and on short flights versus longer flights. Conclusions : As urban air mobility becomes more well-known, it is important to understand consumer opinions and educate them on emerging technology. This in turn can aid industries in developing marketing strategies to help increase awareness of new technologies in the future.

A model-based approach for the analysis of aircraft seating comfort.

Aircraft seating comfort has a significant impact on passenger on-board experience. Its assessment requires the adoption of well-designed strategies for data collection as well as appropriate data analysis methods in order to obtain accurate and reliable results. This paper focuses on the assessment of aircraft seating comfort based on subjective comfort responses collected during laboratory experiments and taking into account seat features and passenger characteristics. The subjective comfort evaluations have been analyzed using a model-based approach to investigate the relationship between overall seating comfort and specific seat/user characteristics. The results show that the overall seating comfort perception is significantly influenced by the thickness of the seat pan, the backrest position (upright or reclined), the age of the passenger and the passenger perception of being comfortably supported at the lumbar region. The adopted model-based approach allows the analysis of subjective seating comfort data taking into account their ordinal nature as well as the dependency between evaluations provided by the same subject.

Perception of taxi online service users towards women drivers based on Kano models

Many online taxi providers are similar with a variety of quality services, so that business competition is getting tougher. But there are still many consumers who complain about operator online transportation, especially related to female drivers. So, from that researchers want to conduct a study entitled perception of female driver online services with the Kano method. The purpose of this study was to determine the user perceptions of the quality of online taxi services for female drivers based on performance and interests, knowing the attributes that must be improved, maintained or reduced by priority based on passenger perceptions of female drivers. The sample of this study was 133 passengers who had used the online taxi application. This study produces 3 dimensions, namely appearance, soft skills and hard skills which are divided into 9 service attributes. Based on data processing obtained there are 5 performance attributes, 2 indifferent attributes and 2 attractive attributes, there are the driver’s appearance is neat, clean fragrant, and the driver knows the location of the destination address. From Kano evaluation table is obtained average coefficient satisfaction 5.785 and average coefficient dissatisfaction -4.402. The average functional and dysfunctional value is 2.906 and 2.355.

Ride comfort enhancement for passenger vehicles using the structure-immittance approach

This paper presents a novel approach to identify inerter-based suspension struts, which can provide significant performance enhancement for passenger vehicles. The inerter has been used on Formula 1 racing cars, and several beneficial devices incorporating inerters have also been identified for ride comfort enhancement. However, previous investigations either were limited to simple network configurations with moderate performance improvement, or resulted in complicated configurations with a large number of elements which are impractical for real-life applications. In addition, some important practical performance constraints have not been taken into consideration, such as high-frequency dynamic stiffness which influences the NVH performance, and frequency content consideration of the sprung mass acceleration which more directly relates to passenger perception. In this paper, a quarter-car model including top mount is studied, with the performance of a conventional suspension strut presented as baseline. The structure-immittance approach, which can cover all networks with pre-determined numbers of each element type, is adopted for the identification of the optimal suspension configurations. Several configurations with up to a performance improvement are identified with all other practical performance indices to be no worse than the baseline. The suspension devices proposed in previous works are also considered for a sake of comparison, demonstrating significant advantages of the structure-immittance approach. Subsequently, a sensitivity analysis against the sprung and unsprung mass changes is carried out, which represents cargo and tyre weight variations, respectively. Time domain response and other reality checks are then conducted for the out-performing configurations, which reconfirm the ride comfort enhancement and ensure no unexpected behaviour occurs.

The Importance of Safety & Security, Operation, Profit and Passenger Services in Indian Airports

The number of functional airports and airstrips in India has tremendously increased due to the growth and demand of the aviation sector in the country. At present, no interface exists, which correlates all the five functional aspects (Safety, Security, Operation, Profit, and Passenger Services) of an airport. The study in gauge the functionality aspects and profit potential. The study acts as a checklist to evaluate all the aspects of operating an airport and also acts as an evaluation tool to measure the quality of services rendered in the airports. The study contributes towards better efficiency in airport management and draws out the lacunae in the present system of operation. The study considers Indian passengers as the target respondents. The study adopts a Quantitative research strategy, and regression weights were used to test the formulated hypothesis. The proposed study undertakes Structural equation modeling along with AMOS to construct the proposed hypothesized model. The study finding concludes that functional aspects play a positive role in curving the perception of passengers.

Southern Rail Passengers Perception on Ticketcharges (Study with References to Coimbatore and Palakkad Junctions)

Pricing strategies of the Indian railway is the most important and attractive feature, that influences huge number of lower to upper middle income people to use this mode of transportation. The article attempt to measure and assess the Southern rail passengers perception on ticket charges. Article found that 74.80 per cent of the sample passengers have stated that cost of general compartment ticket is the major attractive service feature, which they like to benefit by travelling in Southern railway trains. The sample rail passengers are appreciate Southern railway features like: suitability of ticket fair: tax and cost of value added services, benefits enjoyed on luxury travel, ticket concessions enjoyed and refund and penalties charged. Ticket rate fixation strategies adopted by the Indian railways, greatly influences in attraction of new and more passengers.

Analysis Of Passenger Perception On Ferry Port Service Of Mengkapan At Siak District, Riau Province Using Importance Performance Analysis

The Ferries Port of Mengkapan, Apit River, Siak District, Riau Province. The port plays an important role in improving the economy, particularly the field of transport for the local population. Based on observations in the field, there are some services that have not run well, soservice users were dissatisfied and uncomfortable while in The Ferries Port of Mengkapan. The method used to analyze the existing problems, ie Customer statisfaction Index and Importance Performance Analysis. Based on the analysis results obtained passenger satisfaction index of 43.9%, and there are nine service attributes that are in quadrant I, which should be improved and enhanced. The suggestions for the Port Authority, namely: (1) held Air Conditioner (AC) 4 pieces of 1.5 PK in the waiting room, repair the damaged chair, and clean the waiting room every day; (2) clean the toilet every day and ensure the availability of clear water; (3) conduct a complete information service facility; (4) expand the parking lot ready for loading and parking shuttle; (5) held a health facility; (6) held an emergency rescue facilities; (7) held CCTV; (8) improve the ticket purchasing process; (9) ensure timely arrival and departure of ships. Keywords: Analysis; Passenger Perception; Importance Performance Analysis.

Comparisons of Airline Service Quality Using Social Network Analysis

This study investigates passenger-authored online reviews of airline services using social network analysis to compare the differences in customer perceptions between full service carriers (FSCs) and low cost carriers (LCCs). While deriving words with high frequency and weight matrix based on the text analysis for FSCs and LCCs respectively, we analyze the semantic network (betweenness centrality, eigenvector centrality, degree centrality) to compare the degree of connection between words in online reviews of each airline types using the social network analysis. Then we compare the words with high frequency and the connection degree to gauge their influences in the network. Moreover, we group eight clusters for FSCs and LCCs using the convergence of iterated correlations (CONCOR) analysis. Using the resultant clusters, we match the clusters to dimensions of two types of service quality models (Gronroos, Brady & Cronin (B&C)) to compare the airline service quality and determine which model fits better. From the semantic network analysis, FSCs are mainly related to inflight service words and LCCs are primarily related to the ground service words. The CONCOR analysis reveals that FSCs are mainly related to the dimension of outcome quality in Gronroos model, but evenly distributed to the dimensions in B&C model. On the other hand, LCCs are primarily related to the dimensions of process quality in both Gronroos and B&C models. From the CONCOR analysis, we also observe that B&C model fits better than Gronroos model for the airline service because the former model can capture passenger perceptions more specifically than the latter model can.

Determining Priority Service of Yogyakarta Adisutjipto Airport Using Servqual Method and Kano Model

Nowadays, airports are expected to be operated as a self-service organisation that provides efficient and high-quality services. Since the satisfaction of passengers is essential for airport’s operators, the efforts to provide better services for passengers become a concern for airport’s operators by increasing the quality of service to passengers. It is crucial to identify which kind of services that would be the top priority service for the passengers. Thus, this study aims to improve the quality of service to passengers that are conducted by combining the Servqual method and Kano model. Servqual method is used to capture consumer perceptions and expectations of service along with the multi-dimensional research instrument, while the Kano model is a theory to observe costumer’s satisfaction preferences. The combination of the methods aims to determine the type of service that becomes the top priority for immediate improvement so that it can improve the service quality effectively. The selection of the priority services is based on the magnitude of the gap between expectations and perceptions of passengers on a particular service, and the assessment of passengers on the type of service that significantly influences passengers’ satisfaction with the service performance at the airport. The results of this research showed that there were three types of services as the top priority for improving their performance, namely the type of services related to the personal attention to passengers, the attractive waiting room conditions, and the understanding of each passenger’s needs individually. The airport management is expected to immediately improve the performance of the services so that the quality of service can immediately increase.

Passenger Attitudes to Flying on a Single-Pilot Commercial Aircraft

Abstract. There is little specific research on people’s opinions of single-pilot commercial airline operation and whether they are willing to fly by this means. This study examines passengers’ attitudes to help determine their willingness to fly on an aircraft of this type. Part 1 involved four focus groups providing their views on the matter. In Part 2, an online survey was developed from the output of the focus groups that gathered passenger perceptions of single-pilot operations. The feedback from the focus groups highlighted distrust in technology, concerns about pilot health and workload, and the need for more information on single-pilot operations but also that if there were substantial savings passengers may be willing to fly on such an aircraft. The results of the survey suggested three main dimensions to passenger opinion on the subject: state of the pilot; trust in the technology; ticket price and reputation. Responses on these scales could determine with some certainty passengers’ willingness to fly or not to fly on a single-pilot airliner.

Assessment of Unorganised Commuter Service Quality in East Sikkim Zone Over Servqual Dimension

Sikkim is a State in the North-Eastern region of India. Being a part of the Himalayan Series, movement in this region is difficult as compared to the plains of the country. This research work tries to identify the quality of present commuter services provided by unorganized private taxi operators. The author used the time-tested SERVQUAL model to measure the expectation and perception of the passengers towards these services. The GAP score identified reflected that the local passengers are almost happy with the available services. However, the research indicates that further research on the demography needs to be done to understand the expectations and perception of the local passengers.

Determinants of passenger loyalty in multi-airport regions: Implications for tourism destination

This study examines the drivers of passenger loyalty to the airport in a multi-airport region. For this purpose, partial least squares–structural equation modelling (PLS–SEM) was used to analyse survey data. The findings highlight the role of customer segmentation to define marketing and operational strategies, which should be used to strengthen the loyalty to the airport as well as to contribute to the improvement of the tourism destination image. In addition, this research offers an integrative approach to analyse passenger perceptions and attitudes regarding the airport experience. This integrative approach can also help airport managers to design and implement more effective performance measurement systems, which could be used to transform the airport environment in a tourism experience.

Understanding High-Speed Rail Passengers in China: A Segmentation Approach

China has established the world’s largest high-speed rail (HSR) system, which has fundamentally changed the way people travel in the domestic market. As China aims to double its HSR capacity in the next few years, the HSR population will continue to grow, which calls for an in-depth understanding of HSR passengers. While HSR has been of academic interest for many years, existing research has not provided meaningful demographic segmentation in the HSR context. This paper collected empirical data from HSR passengers in Beijing and Shanghai, the largest HSR markets in China, and performed a cluster analysis based collectively on three demographic variables—age, income, and education, which led to the formation of four segments—High-Ed Youths, Mature Travelers, New Starters, and Elite Travelers. Significant differences were found in terms of the passenger demographics and travel experiences across the four segments, to support the validity of the clustering solutions. The multivariate analysis of variance (MANOVA) test further revealed cross-segment differences in terms of passenger evaluation of five HSR variables—reasonableness of price, reliability, food choices, employee service, and likelihood for recommendation, suggesting the possibility of predicting passenger perceptions and behaviors based on their cluster membership. The findings demonstrate that passenger segmentation based on multiple demographic variables can provide deeper insights into the HSR population. For HSR providers in China, an understanding of the characteristics of the four passenger segments can assist them in developing service and communication strategies to cater to the different passenger needs.

Travel Time Savings Perception and Well-Being through Public Transport Projects: The Case of Metro de Santiago

Relying mostly on travel time savings, cost-benefit analysis has been widely used in transport project appraisals in the Chilean context, with utility maximisation theory as its background. Nevertheless, subjective well-being advocates have challenged the notion of the rational man underlying this theory by proposing that other trip attributes, individual perceptions and personal features mediate satisfaction with travel, alongside global well-being. Using the recently-opened Line 6 of Metro de Santiago (Chile) as a case study, this research has two main aims: (1) to verify to what extent travel time savings, which support the cost-benefit analysis process, are present after the launching of the new line; and (2) analyse the perception of passengers’ travel time savings, and to what extent this element contributes to the travel satisfaction and to the global well-being at the individual level. Using passive data from smart cards, the results show that travel times decreased by 14% in comparable trips after the launching of Line 6. Furthermore, a confirmatory factor analysis (CFA) construct is proposed, including travel and life satisfaction as latent variables of the model. This revealed that travel times in the Metro system are highly valued by people. However, this element does not mediate travel satisfaction, as users take low travel times for granted. Waiting times, stations’ design, safety and intermodality are perceived attributes that effectively mediate travel satisfaction. Moreover, the latter variable has a relevant influence on global life satisfaction, revealing that transport conditions mediate in day-to-day well-being. These results challenged travel time savings as the most important driver in transport projects’ appraisal processes, and some recommendations are made in order to incorporate these findings in future appraisals.