Passengers’ perception of safety and its relationship with demographics, service quality, satisfaction and loyalty in airlines sector - A case study of Vietnam to Australia route

Shiwakoti, Nirajan; Jiang, Hongwei; Nguyen, An Duong

doi:10.1016/j.tranpol.2021.04.029

Cited by 21 publications

(5 citation statements)

References 57 publications

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“…Another commonly used method to model customer satisfaction is ordinal logistic regression. This method has been applied in many industries [30][31][32] as well as in the field of public transport [5,8,33,34]. Multinomial logit modelling is another common method [4,35].…”

Section: Customer Satisfaction Modelsmentioning

confidence: 99%

Passengers’ Perception of Satisfaction and Its Relationship with Travel Experience Attributes: Results from an Australian Survey

2023

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Rail, one of the most sustainable modes of transport, is vital in carrying mass passengers in many urban cities. Passengers’ satisfaction with railway services is mostly discussed in the context of service quality in the literature. However, limited studies have considered other attributes that may influence passengers’ satisfaction, such as their travel experience and issues encountered. This study aims to systematically model passengers’ satisfaction and its relationship with travel experience attributes. This paper makes a theoretical contribution by proposing a conceptual model that evaluates the overall satisfaction of passengers through four attribute groups, including traveller attributes, trip attributes, service attributes, and other attributes. The model is tested with the 429 valid responses collected from a passenger survey targeting Metro train users in Melbourne, Australia. Result shows that the best-fitted model is produced only when all attribute groups are considered together, for which 60% of the variation in overall satisfaction is accountable. It is found that all attribute groups have at least one variable included in the final model, and the service attribute group has the greatest influence. The best model has nine significant variables, with eight having positive associations to the overall satisfaction and one variable (GroupTravel) having a negative association. This finding suggests that consideration of other attributes is also important besides the service attributes, and hence advances our scientific understanding of train passengers’ satisfaction with train services. The public transport sector and the operators can use this knowledge to improve service and increase passenger satisfaction.

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Section: Customer Satisfaction Modelsmentioning

confidence: 99%

Passengers’ Perception of Satisfaction and Its Relationship with Travel Experience Attributes: Results from an Australian Survey

2023

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“…Sakano et al [ 35 ] found that travelers who lacked experience in using public transportation had lower perception levels of airport security. Shiwakoti et al [ 36 ] studied the relationship among safety perceptions of civil aviation passengers, demographic characteristics, service quality indicators, overall satisfaction and faithfulness using a route from Vietnam to Australia as an example, which found that the SERVQUAL model and service quality in airline had a significant impact on passengers’ safety perceptions. Ma et al [ 37 ] found that safety perception, along with functionality, layout accessibility, and cleanliness, affects passenger satisfaction with civil transportation, which in turn affects travel intentions.…”

Section: Literature Reviewmentioning

confidence: 99%

Safety Perception Evaluation of Civil Aviation Based on Weibo Posts in China: An Enhanced Large-Scale Group Decision-Making Framework

Feng

Xin

Xiong

et al. 2023

Int. J. Fuzzy Syst.

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The massive spread of COVID-19 and the crash of China Eastern Airlines MU5735 have negatively impacted the public’s perception of civil aviation safety, which further affects the progress of the civil aviation industry and economic growth. The aim of research is to investigate the public’s perception of China’s civil aviation safety and give the authorities corresponding suggestions. First, we use online comment collection and sentiment analysis techniques to construct a novel evaluation index system reflecting the public’s greatest concern for civil aviation safety. Then, we propose two novel large-scale group decision-making (LSGDM) models for aggregating evaluation: (1) K -means clustering with a novel distance measure for evaluators combined with unsupervised K -means clustering in two-stage, (2) unsupervised K-means clustering for evaluators combined with unsupervised K -means clustering for processing evaluation in two-stage. Finally, we compare the characteristics of different models and use the average of the two models as the final evaluation results.

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“…Furthermore, service empathy, which is defined as the ability to satisfy customized requirements, can win customers' affection and improve their satisfaction level. Service reliability is associated with the judgment of the service's core aspects and is identified as the most crucial driver of customer satisfaction (Shiwakoti, Jiang & Nguyen, 2021). Service responsiveness ensures that customers can enjoy the service without the need to worry about any possible adverse effects stemming from unforeseeable problems, as employees are expected to respond to customer's problems quickly.…”

Section: Service Quality and Customer Satisfactionmentioning

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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Passengers’ perception of safety and its relationship with demographics, service quality, satisfaction and loyalty in airlines sector - A case study of Vietnam to Australia route

Cited by 21 publications

References 57 publications

Passengers’ Perception of Satisfaction and Its Relationship with Travel Experience Attributes: Results from an Australian Survey

Passengers’ Perception of Satisfaction and Its Relationship with Travel Experience Attributes: Results from an Australian Survey

Safety Perception Evaluation of Civil Aviation Based on Weibo Posts in China: An Enhanced Large-Scale Group Decision-Making Framework

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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