2022
Zhang, Jiyang; Yang, Min; Ji, Junyi; Feng, Tao; Yuan, Yalong; Chen, Enhui; Wang, Lichao
Customizing the promotion strategies of integrated air-bus service based on passenger satisfaction Journal Article
In: Transportation Research Part D: Transport and Environment, vol. 109, pp. 103385, 2022, ISSN: 1361-9209.
Abstract | Links | BibTeX | Tags: Clustering analysis, Gradient Boosting Decision Tree, Impact-asymmetry analysis, Integrated air-bus services, Passenger satisfaction, Service promotion
@article{ZHANG2022103385,
title = {Customizing the promotion strategies of integrated air-bus service based on passenger satisfaction},
author = {Jiyang Zhang and Min Yang and Junyi Ji and Tao Feng and Yalong Yuan and Enhui Chen and Lichao Wang},
url = {https://www.sciencedirect.com/science/article/pii/S1361920922002139},
doi = {https://doi.org/10.1016/j.trd.2022.103385},
issn = {1361-9209},
year = {2022},
date = {2022-01-01},
journal = {Transportation Research Part D: Transport and Environment},
volume = {109},
pages = {103385},
abstract = {The integrated air-bus service expands the catchment area and alleviates congestion of regional airports. To gain further insights into the unexplored potential attributes of the integrated service that generate passenger satisfaction, this paper utilizes a two-stage analysis approach to identify the key promotion factors for passengers from different constituents. Based on the survey data collected in Nanjing Lukou International Airport, this paper 1) uses k-means clustering to categorize respondents into four groups. 2) Combines the gradient boosting decision tree and impact asymmetry analysis to identify the attributes that have nonlinear influences on the overall service satisfaction for each group respectively. Results suggest that the timetable of the airport bus is critical for all passenger groups. Interestingly, there are noticeable differences in passenger satisfaction with the accessibility, cost affordability, comfort, reliability, and integration of the integrated service, providing the basis for customizing service promotion strategies among different passenger groups and airports.},
keywords = {Clustering analysis, Gradient Boosting Decision Tree, Impact-asymmetry analysis, Integrated air-bus services, Passenger satisfaction, Service promotion},
pubstate = {published},
tppubtype = {article}
}
The integrated air-bus service expands the catchment area and alleviates congestion of regional airports. To gain further insights into the unexplored potential attributes of the integrated service that generate passenger satisfaction, this paper utilizes a two-stage analysis approach to identify the key promotion factors for passengers from different constituents. Based on the survey data collected in Nanjing Lukou International Airport, this paper 1) uses k-means clustering to categorize respondents into four groups. 2) Combines the gradient boosting decision tree and impact asymmetry analysis to identify the attributes that have nonlinear influences on the overall service satisfaction for each group respectively. Results suggest that the timetable of the airport bus is critical for all passenger groups. Interestingly, there are noticeable differences in passenger satisfaction with the accessibility, cost affordability, comfort, reliability, and integration of the integrated service, providing the basis for customizing service promotion strategies among different passenger groups and airports.