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.
2021
Yuan, Y.; Yang, M.; Feng, T.; Rasouli, S.; Ruan, X.; Wang, X.; Li, Y.
Analyzing heterogeneity in passenger satisfaction, loyalty, and complaints with air-rail integrated services Journal Article
In: Transportation Research Part D: Transport and Environment, vol. 97, 2021, ISSN: 13619209.
Abstract | Links | BibTeX | Tags: Air-rail integrated services, Heterogeneity, Latent class clustering, Multi-group analysis, Passenger loyalty, Passenger satisfaction
@article{Yuan2021,
title = {Analyzing heterogeneity in passenger satisfaction, loyalty, and complaints with air-rail integrated services},
author = {Y. Yuan and M. Yang and T. Feng and S. Rasouli and X. Ruan and X. Wang and Y. Li},
doi = {10.1016/j.trd.2021.102950},
issn = {13619209},
year = {2021},
date = {2021-01-01},
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 integrated services, Heterogeneity, Latent class clustering, Multi-group analysis, Passenger loyalty, Passenger satisfaction},
pubstate = {published},
tppubtype = {article}
}
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.