Research Output

@article{WOS:000682934900007,

title = {Analyzing heterogeneity in passenger satisfaction, loyalty, and  complaints with air-rail integrated services},

author = {Yalong Yuan and Min Yang and Tao Feng and Soora Rasouli and Xinpei Ruan and Xinyu Wang and Yu Li},

url = {https://www.sciencedirect.com/science/article/pii/S1361920921002480},

doi = {10.1016/j.trd.2021.102950},

issn = {1361-9209},

year  = {2021},

date = {2021-08-01},

urldate = {2021-08-01},

journal = {TRANSPORTATION RESEARCH PART D-TRANSPORT AND ENVIRONMENT},

volume = {97},

abstract = {To increase the understanding of passenger choice of air-rail integrated 

 services (ARIS), the present paper a) analyzes the profile of intermodal 

 passengers by classifying them based on their socioeconomic and travel 

 characteristics and (b) uncovers any heterogeneity in passenger 

 satisfaction with ARIS among different passenger groups. Through 

 collecting 1,345 passenger satisfaction questionnaires about ARIS, 

 surveyed in Shijiazhuang, China, we first apply latent class clustering 

 to classify passengers into three groups. Then, the key factors 

 affecting passenger satisfaction and its subsequent effect on loyalty 

 and complaints are identified using a partial least squares structural 

 equation model. Finally, path heterogeneities in different passenger 

 groups are explored using a multi-group analysis. The results show that 

 the three passenger groups attach similar importance to ticket services, 

 reliability, accessibility and comfort, while some noticeable 

 differences in perception are identified in personalized services, 

 information services, and connectivity.},

keywords = {Air-Rail, Heterogeneity},

pubstate = {published},

tppubtype = {article}

}