Analyzing heterogeneity in passenger satisfaction, loyalty, and complaints with air-rail integrated services

Abstract

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Determinants of airport train operational performance

“…It means passenger satisfaction affects passenger loyalty. According to Yuan et al (2021), passenger satisfaction and impact on loyalty and user complaints indicate that several groups of passengers share common interests in ticketing services, reliability, accessibility, and convenience. While some striking differences in perceptions are identified in personalized services, information services, and connectivity.…”

New insights in travel satisfaction research

“…In particular, Choi et al (2021) found that commute satisfaction is heterogeneous among people with different attitudes toward commuting. Yuan et al (2021) found that reliability, ticket service, operation schedule, and connectivity of integrated air-rail services affect satisfaction of all intermodal passengers, while the key correlates of satisfaction varies among different passenger groups. Finally, different from most studies that are primarily based on survey data, Koller (2021) relied on a driving simulator to study the affective judgment of drivers in different route scenarios using an experimental design.…”

Customizing the promotion strategies of integrated air-bus service based on passenger satisfaction

“…In this research, we would like to make evaluations of passengers' satisfaction with existing IABS. Therefore, the use of the realexperience-based RP data is considered a more accurate source for satisfaction analysis (Gao et al, 2021;Yuan et al, 2021aYuan et al, , 2021b.…”

“…• Integration. Inspired by IARS, integrations of (a) ticketing (Efthymiou and Antoniou, 2017;Guan et al, 2020), (b) information (Li et al, 2018;Merkert and Beck, 2020), (c) schedule (Lu et al, 2016;Wu et al, 2015;Xia and Zhang, 2017), (d) transfer efficiency (Jiang et al, 2021;Li and Sheng, 2016;Socorro and Viecens, 2013), and other services such as check-in and luggage handling (Yang et al, 2022;Yuan et al, 2021aYuan et al, , 2021b should be key indicators for satisfaction under the air-bus context.…”

“…To better promote IABS and achieve its expected benefits, there is an urgent need to make comprehensive evaluations of passenger satisfaction with the integrated service. Satisfaction is considered the most intuitive assessment of travel service quality (de Oña, 2020; Gao et al, 2021;Sukhov et al, 2021;Yang et al, 2022;Yuan et al, 2021aYuan et al, , 2021b. Specifically, when the service promptly meets passengers' expectations, it correspondingly generates satisfaction and becomes attractive.…”