A fuzzy segmentation analysis of airline passengers in the U.S. based on service satisfaction.

Leon, Steven; Martı́n, Juan Carlos

doi:10.1016/j.rtbm.2020.100550

Cited by 15 publications

(13 citation statements)

References 77 publications

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“…It is interesting to remark that the score of the scale for the immigrant is the maximum of 150. In empirical applications, when the scale has a relatively large number of items, this result is not common [38,65]. On the contrary, analysis of the extreme unneedful immigrant is very different as it can be seen that the representative is an immigrant who answered all the items with the minimum value with the exception of the climate that is valued as somewhat important.…”

Section: The Fuzzy Clustersmentioning

confidence: 99%

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Analyzing the Main Determinants for Being an Immigrant in Cuenca (Ecuador) Based on a Fuzzy Clustering Approach

Martín

Bustamante-Sánchez

Indelicato

2022

Axioms

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The study aims to analyze the determinants for being an immigrant in Cuenca (Ecuador). Our analysis is based on the answers given to a scale formed by 30 items included in a questionnaire administered to a representative sample of 369 immigrants. A fuzzy hybrid multi-criteria decision-making method, TOPSIS (Technique for Order Preference by Similarity to an Ideal Solution), is used to analyze whether immigrants are more or less exigent regarding the items included in the scale to reside in Cuenca. Then, a fuzzy clustering method is applied to analyze the differences observed in the main determinants observed over a number of traits according to their similarities to three obtained profiles: (1) extreme exigent immigrants; (2) extreme unneedful immigrants; and (3) intermediate exigent immigrants. Results show that items such as access to internet and benefits for retirees were highly valued by some immigrants. In addition, the authors found that information channels, reasons for immigrating, house location, main transport mode, income and main income source are the main determinants that differentiate whether the immigrants in Cuenca (Ecuador) are more or less demanding with respect to the exigency scale developed in the study. The main contributions to the body of knowledge, the policy implications and lines for future research are finally discussed.

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Section: The Fuzzy Clustersmentioning

confidence: 99%

“…In this study, a fuzzy hybrid multi-criteria decision-making approach that integrates fuzzy logic and the technique of similarity to ideal solutions, TOPSIS (Technique for order preference by similarity to an ideal solution), was employed. This method has been successfully used in different fields [36][37][38][39].…”

Section: Fuzzy Set Theory Preliminariesmentioning

confidence: 99%

Analyzing the Main Determinants for Being an Immigrant in Cuenca (Ecuador) Based on a Fuzzy Clustering Approach

Martín

Bustamante-Sánchez

Indelicato

2022

Axioms

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“…In a recent study, Leon and Martín ( 32 ) suggest that technical quality, consisting of in-flight and schedule quality, is more effective than functional quality, consisting of competence, the voice of the customer, interaction ease, and information quality, for determining satisfaction with airlines. Bellizzi et al ( 30 ) developed a scale consisting of 31 features with an extensive, detailed literature review.…”

Section: Literature Reviewmentioning

confidence: 99%

Understanding Airline Passengers during Covid-19 Outbreak to Improve Service Quality: Topic Modeling Approach to Complaints with Latent Dirichlet Allocation Algorithm

Çallı

2022

Transportation Research Record: Journal of the Transportation R

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The COVID-19 pandemic has deeply affected the airline industry, as it has many sectors, and has created tremendous financial pressure on companies. Flight bans, new regulations, and restrictions increase consumer complaints and are emerging as a big problem for airline companies. Understanding the main reasons triggering complaints and eliminating service failures in the airline industry will be a vital strategic priority for businesses, while reviewing the dimensions of service quality during the COVID-19 pandemic provides an excellent opportunity for academic literature. In this study, 10,594 complaints against two major airlines that offer full-service and low-cost options were analyzed with the Latent Dirichlet Allocation algorithm to categorize them by essential topics. Results provide valuable information for both. Furthermore, this study fills the gap in the existing literature by proposing a decision support system to identify significant service failures through passenger complaints in the airline industry utilizing e-complaints during an unusual situation such as the COVID-19 pandemic.

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“…A loyal customer can be identified as an individual who willingly returns to purchase the service (Meesala & Paul, 2018). Service quality is a critical indicator of companies' performance (Izogo, 2017) and is judged on airline resources and skills (Leon & Martín, 2020). Such resources can help a company develop abilities and comparative advantage, which are difficult to imitate (Munoz, Laniado & Córdoba, 2020).…”

Section: Service Quality and Customer Loyaltymentioning

confidence: 99%

How do full-service carriers and low-cost carriers passengers perceived service dimensions, passengers’ satisfaction, and loyalty differently? An empirical study

Chow

Li²,

Mak³

et al. 2022

JIEM

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Purpose: In this study, group differences between full-service carriers (FSC) and low-cost carriers (LCC) in loyalty constructs are investigated, revealing the relationship between service quality and loyalty. This work focuses on five dimensions, including tangibility, empathy, assurance, responsiveness, and reliability, constitute service quality. Design/methodology/approach: 248 questionnaires were collected in the first half of 2019. The antecedents of customer loyalty are explored, and the group differences between FSC and LCC are analyzed. For assessing the path model with the consideration of group variance, the Partial Least Squares Multiple Group Analysis (PLS-MGA) was adopted to analyze the differences of the estimated inter-group coefficient.Findings: Our findings suggest that service assurance, service empathy, and service reliability positively impact the value perceived. The impact of service empathy on customer satisfaction in FSC is significantly diverse from LCC. Several suggestions are provided to FSC and LCC on improving their services in view of passengers’ wants and interests.Originality/value: With the data collected at the HKIA, this study examined the relationships among service quality, perceived value, customer satisfaction, and customer loyalty and divided service quality into five dimensions. The findings show that assurance, empathy, and reliability of service quality positively affect the value perceived, and the effects of responsiveness and tangibility of service quality on perceived value are insignificant. Among the five aspects of service quality, assurance, reliability, responsiveness, and tangibility of the service quality are the pre-conditions of customer satisfaction. However, only the reliability of service is the antecedent of customer loyalty. Besides, the value perceived positively affects customers to be satisfactory and loyal. Furthermore, satisfaction degree also significantly influences the degree of customers’ loyalty. As to the role of airline types, the sole effect is on customers' satisfaction is service empathy, with a significant difference between FSC and LCC.

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A fuzzy segmentation analysis of airline passengers in the U.S. based on service satisfaction.

Cited by 15 publications

References 77 publications

Analyzing the Main Determinants for Being an Immigrant in Cuenca (Ecuador) Based on a Fuzzy Clustering Approach

Analyzing the Main Determinants for Being an Immigrant in Cuenca (Ecuador) Based on a Fuzzy Clustering Approach

Understanding Airline Passengers during Covid-19 Outbreak to Improve Service Quality: Topic Modeling Approach to Complaints with Latent Dirichlet Allocation Algorithm

How do full-service carriers and low-cost carriers passengers perceived service dimensions, passengers’ satisfaction, and loyalty differently? An empirical study

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