Air Transport Passengers’ Satisfaction: an Ordered Logit Model

Bellizzi, Maria Grazia; Eboli, Laura; Forciniti, Carmen; Mazzulla, Gabriella

doi:10.1016/j.trpro.2018.10.087

Cited by 51 publications

(19 citation statements)

References 9 publications

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“…Service quality for airlines refers to "the satisfactory level of the interaction between passengers and airline employees while providing transportation services which are core products" (Suki 2014). Airlines are trying to improve service quality in order to provide satisfactory services to customers, to identify problems better, and to prevent problems (Bellizzi et al 2018). There are many studies which have discussed the importance of service quality in airlines.…”

Section: Service Qualitymentioning

confidence: 99%

The Role of In-Flight Service Quality on Value for Money in Business Class: A Logit Model on the Airline Industry

Atalık

Bakır

Akan

2019

Administrative Sciences

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The main purpose of this study was to investigate the effect of in-flight service quality on value for money for business passengers in airlines. In this study, in-flight service quality included four dimensions—seat comfort, staff service, food and beverages, and in-flight entertainment—while value for money was used as a dichotomous variable. In the study, 1096 business passenger reviews were employed through secondary data. Logistic regression analysis was used to investigate the relationships between the variables and finally the success of classification was tested by the ROC (Receiver Operating Characteristics) curve. As a result, the findings indicate that the proposed logit model sufficiently explains the relationship between in-flight service quality and value for money in business passengers. Moreover, the study provides a deep understanding of how passengers perceive in-flight service quality in business class. The study also reveals that seat comfort has the highest impact on value for money.

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Section: Service Qualitymentioning

confidence: 99%

The Role of In-Flight Service Quality on Value for Money in Business Class: A Logit Model on the Airline Industry

Atalık

Bakır

Akan

2019

Administrative Sciences

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“…In addition, previous studies [31,42] on human behavior have shown that passenger satisfaction is critical to dealing with a high degree of heterogeneity. Various studies in the transportation literature analyzed the heterogeneity of passenger's perception through segmentation based on socio-demographic characteristics such as gender, age, occupation status, education background, income, and others [31,[43][44][45][46][47], frequency of using public transportation [44,45], travel pattern [48], and passenger's attitudes toward public transportation [49,50].…”

Section: Introductionmentioning

confidence: 99%

Gender and Age Do Matter: Exploring the Effect of Passengers’ Gender and Age on the Perception of Light Rail Transit Service Quality in Kuala Lumpur, Malaysia

et al. 2021

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Light rail transit (LRT) is a sustainable transportation mode that ensures sustainable environmental, economic, and social development. Generally, the rate of public transportation usage in many parts of the world remains low compared to private vehicles. There is a need to understand passengers’ perception of public transportation service quality to enhance passenger satisfaction and increase ridership. Thus, this study used the Kuala Lumpur LRT service as a case study to investigate the effect of a passenger’s gender and age on their perception of the LRT service quality and their overall satisfaction. This survey involved 417 respondents. The outcome of factor analysis indicated that eight factors—i.e., signage, comfort, speediness, safety, ticketing service, facilities, staff service, and provision of information—influenced passenger satisfaction. The results of the Mann–Whitney U test and Kruskal–Wallis test indicated that the factors influencing passenger satisfaction significantly varied across a passenger’s gender and age. A more in-depth and comprehensive analysis using the ordered logit model and segmentation approach proved that provision of information, comfort, staff service, and facilities were critical determiners of passenger satisfaction in most segments. Safety factors and ticketing services had no impact on overall passenger satisfaction. The findings of this research could help LRT service providers, researchers, and policymakers formulate effective strategies for enhancing passenger satisfaction and increase the ridership for LRT services.

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“…Many authors have pointed out that feelings of safety and security are travelers' primary needs [6][7][8] and are among the main factors affecting customer satisfaction or travelers' perceived quality of PT services [9][10][11][12].…”

Section: Introductionmentioning

confidence: 99%

Random-Parameters Behavioral Models to Investigate Determinants of Perceived Safety in Railway Stations

Coppola

dell’Olio

Silvestri

2021

Journal of Advanced Transportation

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Recent studies have highlighted the existence of a gap between actual and perceived safety and have shown that feelings of insecurity can affect individuals’ travel behavior before and during the journey. In this paper, a methodology is proposed for assessing determinants of travelers’ perception of safety and security in railway stations. The methodological approach includes focus groups, stated preference (SP) surveys, and the estimation of behavioral models with fixed parameters (Binomial Logit) and random parameters (Mixed Logit). The estimation results for a medium-sized railway station (Frosinone, Italy) confirmed that safety and security measures are not equally perceived by individuals and the use of random-parameters models leads to more robust estimates. The proposed modeling approach allows the identification of the interventions that should be prioritized to increase travelers’ perceived levels of safety, highlighting those factors, such as, for the considered case study, the presence of security personnel and the level of decorum and maintenance, which are perceived by users as more important than others (e.g., surveillance cameras).

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Air Transport Passengers’ Satisfaction: an Ordered Logit Model

Cited by 51 publications

References 9 publications

The Role of In-Flight Service Quality on Value for Money in Business Class: A Logit Model on the Airline Industry

The Role of In-Flight Service Quality on Value for Money in Business Class: A Logit Model on the Airline Industry

Gender and Age Do Matter: Exploring the Effect of Passengers’ Gender and Age on the Perception of Light Rail Transit Service Quality in Kuala Lumpur, Malaysia

Random-Parameters Behavioral Models to Investigate Determinants of Perceived Safety in Railway Stations

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