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Journal articles on the topic 'Passenger expectations'

Author: Grafiati

Published: 3 June 2025

Last updated: 1 August 2025

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1

Qin, Wendie, Liangjie Xu, Di Zhu, Wanheng Liu, and Yan Li. "Ridesharing Methods for High-Speed Railway Hubs Considering Path Similarity." Sustainability 17, no. 7 (2025): 2975. https://doi.org/10.3390/su17072975.

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We propose a hub ridesharing method that considers path similarity to swiftly evacuate high volumes of passengers arriving at a high-speed railway hub. The technique aims to minimize total mileage and the number of service vehicles, considering the characteristics of hub passengers, such as the constraints of large luggage, departure times, and arrival times. Meanwhile, to meet passengers’ expectations, a path morphology similarity indicator combining directional and locational features is developed and used as a crucial criterion for passenger matching. A two-stage algorithm is designed as a

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Maier, Julia, Oliver Zierke, Hans-Juergen Hoermann, and Ivan Windemut. "Subjectivity of Lighting Perception and Comfort: The Role of Preferences and Expectations." Environment and Behavior 49, no. 10 (2016): 1105–27. http://dx.doi.org/10.1177/0013916516678905.

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Lighting in passenger rail cars is designed according to defined standards to implement a safe and healthy as well as comfortable lighting situation for the passengers. However, not every passenger’s demands are met by average lighting conditions; individual preferences are well-known to influence participants’ comfort sensations. To further explain the role of individual preferences and expectations regarded as stable dispositions, sensations of 40 participants were analyzed in a mock-up of a passenger rail car of the Next Generation Train (NGT) using an organic light-emitting diode (OLED) lu

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Mandasari, Nur Fitriayu, Enny Radjab, Muhammad Ashdaq, and Muhammad Nadir. "Building Loyalty Through Education on Passenger Trust in Low Cost Airlines Indonesia, The Role Of Service Quality And Passenger Satisfaction." QALAMUNA: Jurnal Pendidikan, Sosial, dan Agama 14, no. 2 (2022): 1025–40. http://dx.doi.org/10.37680/qalamuna.v14i2.3789.

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The study aims to investigate how service quality contributes to passenger loyalty in LCA Indonesia, considering satisfaction and trust. A survey was conducted with 400 respondents who used LCA services for domestic flights at Sultan Hasanuddin Airport in Makassar between 2021 and May 2022. Structural Equation Modeling (SEM) was employed for data analysis. The results indicate that service quality, passenger satisfaction, and trust are crucial in shaping loyalty. Satisfying services have the potential to foster trust, leading to passenger loyalty. Satisfaction and trust act as effective mediat

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Ngalesoni, Obedi, Adam Msendo, and Geofrey Mwakifwamba. "Quality Service Provision after Recovering from COVID-19 Pandemic among Passengers Using Bus Transport in Tanzania." NG Journal of Social Development 15, no. 1 (2025): 94–103. https://doi.org/10.4314/ngjsd.v15i1.14.

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The research examines the impact of Standard Operating Procedures (SOPs), passenger satisfaction, and bus company expectations on the provision of quality services. The study usedthe SERVQUAL theory, which highlighted the gap between customer expectations and perceptions of actual service delivered. Cross-sectional design with a quantitative approach was employed, utilizing structured questionnaires for 300 bus passengers and semi-structured interviews with 20 bus operators. Regression analysis was applied to assess the relationship between the independent variables and the quality of service

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Asata, Maida Nkonye, Daphine Nyangoma, and Chinelo Harriet Okolo. "Strategic Communication for Inflight Teams: Closing Expectation Gaps in Passenger Experience Delivery." International Journal of Multidisciplinary Research and Growth Evaluation 1, no. 1 (2020): 183–94. https://doi.org/10.54660/.ijmrge.2020.1.1.183-194.

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In the highly dynamic environment of civil aviation, inflight teams serve as the frontline in shaping passengers' perceptions of airline service quality. However, discrepancies often arise between passenger expectations and the actual experiences delivered, primarily due to misaligned or inconsistent communication practices. This study explores the critical role of strategic communication in bridging expectation gaps between cabin crew and passengers, thereby enhancing the overall inflight experience. Through a mixed-methods approach combining passenger feedback analysis, crew interviews, and

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Ingrid Regina Lefrandt, Lucia, and Audie Lexie Egbert Rumayar. "Analysis of Bus Public Transportation Passenger Satisfaction Level Route Manado - Tondano, North Sulawesi." Asian Journal of Engineering, Social and Health 3, no. 9 (2024): 2123–32. http://dx.doi.org/10.46799/ajesh.v3i9.436.

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Transportation has a strategic role in supporting economic development, especially in meeting the needs of transportation services for people and goods. This research aims to analyze the level of satisfaction of bus public transport passengers on the Manado - Tondano route, North Sulawesi. The methods used in this study are Importance and Performance Analysis (IPA) and Service Quality (SERVQUAL), which assess passenger perceptions and expectations of bus service quality. Data were obtained through a questionnaire survey covering five dimensions of service quality, namely Tangibles, Reliability

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Srisook, Phoom, and Vinai Panjakajornsak. "Southeast Asian low-cost carrier airline competitiveness: A solution for economic growth." Business and Economic Horizons 13, no. 4 (2017): 536–55. https://doi.org/10.15208/beh.2017.37.

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In 2016, low-cost carrier (LCC) passengers represented 53% of the all airline passengers in Southeast Asia, with new aircraft deliveries in 2017 expected to increase by 11%. In Thailand, LCCs in 2016 represented 44.9% of all passengers through Thailand’s 6 major airports, which represented 54.7 million passengers out of a total of 122 million air travelers.  Competition however amongst the LCCs has become fierce, with fare reductions being a common tactic to fill seats. This study, therefore, developed a questionnaire which included 58 items on passenger characteristics, t

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Sari, Wulan, Lili Adi Wibowo, and Gita Siswhara. "ANALISIS SERVICE EXPERIENCE DALAM MENCIPTAKAN KEPUASAN PENUMPANG KERETA WISATA PT. KERETA API PARIWISATA (Survei Pada Wisatawan Domestik Kereta Wisata Bali, Kereta Wisata Toraja, Kereta Wisata Nusantara PT. Kereta Api Pariwisata)." Journal : Tourism and Hospitality Essentials Journal 1, no. 2 (2016): 137. http://dx.doi.org/10.17509/thej.v1i2.1900.

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PT. Kereta Api Pariwisata is one of subsidiaries of PT. Kereta Api Indonesia (Persero), which manages business travel services and tour-based railroad. PT. Kereta Api Pariwisata has thre tourism trains such Bali tourism train, Toraja tourism train, and Nusantara tourism train. The third tourism train offers comfort and beauty of the theme of culture of Bali, Toraja, and Nusantara that can provide a service experience to passengers is expected to create a tourism train passenger satisfaction PT. Kereta Api Pariwisata. The theory of service experience that is used by Knutson et al., In Identifyi

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Herno Della, Rhaptyalyani, and Ashari Fitra Rachmannullah. "Perspektif Kepuasan Penumpang Dalam Kualitas Pelayanan Kapal Feri: Studi Kasus Pelabuhan Penyeberangan Merak-Bakauheni." Cantilever: Jurnal Penelitian dan Kajian Bidang Teknik Sipil 10, no. 1 (2021): 1–9. http://dx.doi.org/10.35139/cantilever.v10i1.80.

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This study evaluates passenger satisfaction from the perspective of service quality. The sample was collected by sending questionnaires from two perspectives; ferry passengers and ferry company employees at Merak-Bakauheni port in Indonesia. The PZB model is used for gap analysis and SERVQUAL dimension to assess and evaluate the service quality. The results show gaps between passenger satisfaction and ferry service quality at the Merak port - Bakauheni port. Data analysis using t-pairwise statistical method. The analysis found that gap 1; gap in perspective between the passenger expectations s

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Hamdan, Dzahib, Safrudin Kurniawan, and Pramudi Pramudi. "Kajian Standar Pelayanan Minimum dan Kualitas Pelayanan di Stasiun Surabaya Pasar Turi." Journal of Engineering Education and Pedagogy 2, no. 2 (2024): 45–53. https://doi.org/10.56855/jeep.v2i2.1295.

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Surabaya Pasar Turi Station, a Class A train station, is situated in Surabaya, East Java, within the Operational Area VIII (DAOP 8) Surabaya under the management of KAI Commuter. This station serves a substantial number of passengers and plays a critical role in regional transportation. To enhance passenger satisfaction, it is essential to align service delivery with user priorities, provide facilities that meet established standards, and ensure high-quality services. This study evaluates the conformity of station facilities with Indonesian Regulation PM 63 of 2019 and examines the quality of

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Ispurwanto, Wing, and Vany Widya Pricillia. "Analisis Kepuasan Penumpang Gerbong Kereta Api Khusus Wanita menggunakan Model Servqual." Humaniora 2, no. 1 (2011): 544. http://dx.doi.org/10.21512/humaniora.v2i1.3066.

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To find women's representation of passenger satisfaction for the special woman carriage train service traveling the routes of Bogor to Jakarta, researcher performed a descriptive quantitative research with a population of rail passengers. Data taken from 80 respondents using incidental sampling technique is analyzed using the SERVQUAL model. Research results show that overall passenger satisfaction levels of service specific car is at the level of discontent. This can be seen from the gap between perceptions and negative expectations. Dimensions of service quality perceived by passengers are n

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Rizki, Yuke Sri, and Dina Yuliana. "Penelitian Kepuasan Pengguna Jasa Terhadap Pelayanan PT. Lion Air di Bandara Djalaluddin - Gorontalo." Warta Penelitian Perhubungan 23, no. 1 (2019): 27. http://dx.doi.org/10.25104/warlit.v23i1.1049.

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Impravement of passenger service at PT.Lion Air must be considered in order to meet desires and expectations of airlines services users. Research of Satisfaction Service User of Lion Air had taken sampling at the Djalaluddin - Airport Gorontalo. The number of sampling was 200 pasangers. The objective of the study is to determine the level of air transport services by PT. Lion Mentari Air during pre flight, in flight and post flight. Analysis method used the quadrant analysis by comparing the satisfaction value and expectations of the airline passenger. The study results showed that the attribu

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Vanesha N.M Simanjuntak and Dira Ernawati. "Analysis the Level of Passenger Satisfaction with Community Services at Terminal Type A Purabaya using Service Quality Methods." Journal of Artificial Intelligence and Engineering Applications (JAIEA) 4, no. 2 (2025): 946–51. https://doi.org/10.59934/jaiea.v4i2.787.

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Terminal Tipe A Purabaya is an institution providing various types of land transportation services under the Ministry of Transportation. The main issue faced by the Type A Purabaya Terminal lies in improving the quality of public service to meet expectations and enhance passenger satisfaction. The Service Quality (Servqual) method is employed, with validity and reliability testing conducted using SPSS software. Data analysis reveals a gap between the actual performance experienced by passengers and their expectations regarding services at the Type A Purabaya Terminal. Based on the calculations

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Gladden, Graham P. "Marketing Ocean Travel: Cunard and the White Star Line, 1910–1940." Journal of Transport History 35, no. 1 (2014): 57–77. http://dx.doi.org/10.7227/tjth.35.1.5.

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The Cunard shipping line regarded itself as the premier provider of transatlantic passenger transport. As the structure of society on both sides of the Atlantic changed between 1910 and 1940 the company sought to maintain its market amongst the richest of society whilst attracting new passengers from the emerging middle class. Accordingly, Cunard adjusted its marketing in advertisements, brochures, promotional films and ship designs. Two passenger classes, the well-established First Class and the new Tourist Third Class are used to show how the company used all these media to both influence po

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Lallo Pasapan, Theresya, I. Putu Sudana, and I. Ketut Suwena. "PENGARUH KUALITAS LAYANAN DAN IMAGE TERHADAP LOYALITAS PENUMPANG JASA JOUMPA DI BANDARA I GUSTI NGURAH RAI." Jurnal IPTA 12, no. 1 (2024): 94. https://doi.org/10.24843/ipta.2024.v12.i01.p12.

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This study examines the effect of service quality and image on the loyalty of Joumpa service passengers at I Gusti Ngurah Rai Airport. Services are perceived as having good quality if they can meet or even exceed their expectations. Consumer perceptions of service quality can be influenced by several factors, one of which is brand image. Especially at the airport, many tourists come and go to their respective domestic flight destinations. Joumpa provides VIP Assistance services to all passengers who have made reservations in advance. In this study using a sampling technique that has collected

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Heiets, Iryna, and Varit Prakittachakul. "Optimizing the Marketing Strategies of Qantas Airways and Thai Airways." Transnational Marketing Journal 8, no. 1 (2020): 95–124. http://dx.doi.org/10.33182/tmj.v8i1.944.

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First, we revisit the concepts of airline marketing strategy, its components, code-share agreements, Business Model Canvas (BMC) and the benefits of marketing via strategic alliances. Due to the growth in the low-cost airlines sector and air transport passengers, traditional airlines have become increasingly exposed to a highly competitive international market, with airfares having to be reduced and efficiency increased. In response, airline companies have shifted their focus to investing in airline marketing and strategy research. In the meantime, passenger expectations change, and markets ev

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Ćurčić, Nikola, Aleksandar Grubor, and Boris Jevtić. "Implementing artificial intelligence in travel services, customer satisfaction GAP study at Serbian airports." Ekonomika 70, no. 3 (2024): 1–9. http://dx.doi.org/10.5937/ekonomika2403001c.

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AI technologies have significantly transformed various sectors, including travel and airport operations. This research aims to investigate the implications of implementing artificial intelligence (AI) in airport services on passenger satisfaction and overall travel experiences, as well as how AI technology shapes the way airports support passengers throughout their journey. The study conducted empirical research at Serbian airports with a sample size of 668 passengers. Participants provided their attitudes and satisfaction ratings on 10 statements regarding the impact of AI technology implemen

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Qin, Jin, Wenxuan Qu, Xuanke Wu, and Yijia Zeng. "Differential Pricing Strategies of High Speed Railway Based on Prospect Theory: An Empirical Study from China." Sustainability 11, no. 14 (2019): 3804. http://dx.doi.org/10.3390/su11143804.

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Based on the single pricing method of the high-speed railway (HSR) in China, a pricing strategy without flexibility leads to the problem of extreme fluctuations in passenger flow and difficulty in increasing revenue. In order to achieve sustainable development of the HSR from the perspective of pricing, in this study, we divided the passenger market according to the different factors affecting passengers’ choice behavior, maximized ticket sales revenue with expected travel cost as the reference point, and used prospect theory to construct a differentiated pricing model under elastic demand. A

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Jeeradist, Thongchai. "SERVQUAL and Kano’s model integrated to develop a conceptual model of airport terminal service implementation." E3S Web of Conferences 258 (2021): 02010. http://dx.doi.org/10.1051/e3sconf/202125802010.

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This paper proposed a conceptual model to contribute the development of airport terminal service quality by conducting an empirical investigation intocustomer value co-creation behavior in Airport terminal service. The research approach to develop a scale to measure passenger expectations of airport terminal service quality, provide the airport service model to reach the passenger expectation and improved service quality. Research finding the airport service improvement with the top service quality and high rank in the business competitions. The proposed service quality framework comprised of

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Ardiani, Kamila Syifa, Fikri Fahru Roji, and Ghaida Farisya. "Analyzing Railway Passenger Satisfaction Using SERVQUAL and Importance- Performance Analysis (IPA) for Tourism Purposes." LITERACY : International Scientific Journals of Social, Education, Humanities 4, no. 2 (2025): 55–64. https://doi.org/10.56910/literacy.v4i2.2196.

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This study aims to analyze passenger satisfaction with the quality of railway services at Garut Station using the SERVQUAL method and the Importance Performance Analysis (IPA) approach. The research was conducted quantitatively through a survey of 102 respondents who used PT KAI services at Garut Station for tourism purposes. Data analysis was carried out by calculating the gap between passengers’ expectations and perceptions, and mapping service priorities using IPA with the assistance of SPSS 26 software. The results indicate that overall service performance has not met passenger expectation

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Keiser, Dennis, Birte Pupkes, and Michael Freitag. "Passenger Expectations towards a Sustainable Aviation Industry." Transportation Research Procedia 75 (2023): 189–97. http://dx.doi.org/10.1016/j.trpro.2023.12.022.

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Ishchenko, Vitaly, and Vitalii Kharuta. "Analysis of the features of passenger transportation projects." Management of Development of Complex Systems, no. 57 (March 29, 2024): 27–35. http://dx.doi.org/10.32347/2412-9933.2024.57.27-35.

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In the era of active development of the transport industry, the introduction of digital technologies, the issue of the quality of passenger transportation still remains unresolved, despite the large number of carriers. The general transport system is an integral component of the country's economic development, and therefore research in the field of passenger transport becomes relevant and key aspects in solving the problem of improving the provision of transport services. The authors analyzed the features, main problems and risks of passenger transportation projects. It is noted that the major

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S., Bharatish, Nur Shazwanni Binti Rosmi, Nur Syabani Binti Mohd Shaffee, Nur Syafiqah Binti Hasnuddin, and Nur Syahieera Binti Mohamad Adnan. "Aviation Industry and Covid-19: New Normal in the Pandemic Era, the Experience of Passenger, Post-Pandemic Traveling, and Long-term Impact on the Airlines." International Journal of Tourism and Hospitality in Asia Pasific 6, no. 3 (2023): 106–19. http://dx.doi.org/10.32535/ijthap.v6i3.1533.

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The Covid-19 pandemic is currently ravaging the entire world and the aviation industry is one of the hardest hit industries. This paper aims to analyze and understand the change in consumers behavior with regards to the aviation industry due to the Covid-19 pandemic. A questionnaire was administered to 100 respondents to glean insights into passenger preferences and travel decisions. The results reveal a strong willingness among respondents to travel when a cure for COVID-19 becomes available, emphasizing the crucial role of medical solutions in boosting passenger confidence. Additionally, the

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Dsilva, Jacinta, Sreejith Balasubramanian, and Cody Morris Paris. "Mind the Gap: Examining the Gap in International Passenger Expectations and Perceptions of Service Quality in Low-cost Carriers." Tourism Review International 25, no. 4 (2021): 419–26. http://dx.doi.org/10.3727/154427221x16317419620219.

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Meeting or exceeding passengers' service quality expectations has become a critical factor for lowcost carriers (LCC). Still, only limited efforts have been made to date to investigate the differences (gap) in LCC passengers' expectations and perceptions. A comprehensive 25-item SERVQUAL framework for LCC was first developed through an extensive literature review and insights obtained from exploratory interviews and focus groups with passengers and industry experts. Using survey data of LCC passengers, the validity and reliability of the framework were first established, and then the differenc

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Faizal, Irwan, Hemi Pamurahardjo, and Ubaedillah Ubaedillah. "The Effect of Airport Service Quality Performance on Passenger Satisfaction at Juwata Tarakan International Airport." Eduvest - Journal of Universal Studies 5, no. 7 (2025): 9019–32. https://doi.org/10.59188/eduvest.v5i7.50789.

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Airports have a significant role in supporting the smoothness and comfort of air transportation. The quality of good service performance at the airport is a crucial factor in improving passenger satisfaction. The purpose of the study was to determine the level of performance and the effect of airport service quality on passenger satisfaction at Juwata Tarakan International Airport. Service quality measurement is based on five dimensions, namely: tangibles, empathy, reliability, assurance and responsiveness, which are further elaborated into 37 indicators. Satisfaction is measured based on pass

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Omori, Motonobu, Hiroshi Yoshitake, and Motoki Shino. "Autonomous Navigation for Personal Mobility Vehicles Considering Passenger Tolerance to Approaching Pedestrians." Applied Sciences 14, no. 24 (2024): 11622. https://doi.org/10.3390/app142411622.

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There are high expectations for autonomous personal mobility vehicles (PMVs) to support the mobility of older people. Autonomous navigation systems are being developed to assist mobility in public areas with mixed pedestrian traffic, such as airports and shopping malls. For autonomous navigation of PMVs, achieving both comfort and efficiency, even in crowded environments, is important. In this study, we focused on the characteristic of passenger tolerance, in which a passenger’s discomfort is relatively small concerning an approaching pedestrian. The objective was to propose an efficient auton

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Maria Tiara Putri Manafe and Fryda Fatmayati. "Pengaruh Service Excellent Petugas Check In Counter Terhadap Kepuasan Penumpang Maskapai Citilink Di Bandar Udara Internasional El Tari Kupang." Jurnal Mahasiswa Kreatif 1, no. 5 (2023): 64–69. https://doi.org/10.59581/jmk-widyakarya.v1i5.1144.

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In the era of globalization, good service in accordance with expectations can provide satisfaction for passengers because service quality has a close relationship with passenger satisfaction. In general, the level of passenger satisfaction depends on the quality of service received. Various ways are done to be able to attract the hearts of passengers to feel satisfied with what they expect. The purpose of this study was to find out whether service excellence has an effect on Citilink airline passenger satisfaction. This study used quantitative methods, with data collection techniques using que

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Masrifah, Siti. "Pelayanan Penumpang Angkutan Udara di Terminal 2 Domestik Bandar Udara Juanda Surabaya." WARTA ARDHIA 41, no. 4 (2017): 219. http://dx.doi.org/10.25104/wa.v41i4.157.219-232.

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Indonesia Air Transportation is currently experiencing significant growth in passenger demand. Air transport passenger in 2014 reached 72.6 million people, up 5.6% from the year 2013. Juanda Airport is an airport which is managed by PT. Angkasa Pura I (Persero). Air transport passenger data in Juanda Airport shows the number of passengers in the year 2013 is 1,822,373 passengers and 2014 is 1.740.420 passengers. This research is aimed to determine the service of air passengers in the terminal 2 Juanda Airport in Surabaya. Results shows the index of satisfaction of passenger reached 84%.

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Nirodhaka, PJTP, BAKN Abhayasinghe, PGWWHMRS Palansooriya, HDT Nirmal, and AHS Sharic. "Factors Influencing the Service Quality Expectations of Bus Passengers: Evidence from a Suburban Bus Route in Sri Lanka." Journal of Advances in Engineering and Technology 3, no. 1 (2025): 1–12. https://doi.org/10.54389/afrk5576.

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The decline in public transportation usage in Sri Lanka, due to inadequate service quality, reflects significant challenges for suburban mobility. Against this background, this study investigates the factors influencing bus passengers' service quality expectations on the Mawanella-Rambukkana bus route, providing insights into the need of improving public transport services at suburban levels. The existing literature indicates the key service attributes such as the ticket price, waiting time, and environmental conditions that significantly affect passenger satisfaction. However, there is a gap

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Ginting, Kamilia Azhaari, Hermansyah Hermansyah, and Suranto Suranto. "Analisis Tingkat Kepuasan Penumpang Terhadap Pelayanan Bus Trans Metro Deli Rute Medan Tuntungan – Lapangan Merdeka." Jurnal Ilmiah Teknik Sipil dan Arsitektur (JITAS) 1, no. 2 (2022): 90–96. http://dx.doi.org/10.31289/jitas.v1i2.1453.

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The development of technology requires humans to fulfill their daily needs to be more complex. Therefore, Kementrian Republik Indonesia provides Trans Metro Deli Transportation services with the Bus Rapid Transit (BRT) implementation program which has a mission to provide the best service which includes aspects of security, accuracy, regularity, convenience, speed, comfort and satisfaction for its users. The purpose of this study was to find out how the services provided were based on passenger ratings. This research was conducted by distributing questionnaires to 100 respondents. The question

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Yılmaz, Özgür, Reşit Erçetin, T. Çetin Akıncı, and Sezgin Ersoy. "Electrical Measurements and Analyses with Data Acquisition Devices (DAS) of Heating and Cooling Capacities of the Intercity Coaches." Solid State Phenomena 147-149 (January 2009): 651–56. http://dx.doi.org/10.4028/www.scientific.net/ssp.147-149.651.

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Predominantly coaches are preferred for intercity passenger transportation in our country. Vehicles are supposed to meet the passengers’ expectations in terms of safety, comfort and health during journey. Some features such as an internal environment that has an adequate and balanced temperature level is one of the essentials of the features affecting passenger comfort directly. To provide these, various coach manufacturer firms are continuing to make many trials and test studies at design stage. For that purpose, the vehicle-heating and cooling capacities of the intercity coaches were analyze

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Primadi, Andri, Astri Rumondang, and Chiara Dharaurah Daulay. "The Impact of Brand Image, Quality of Service on Consumer Purchase Behavior for Airlines in Indonesia." Jurnal Manajemen Bisnis Transportasi dan Logistik 9, no. 2 (2023): 160. https://doi.org/10.54324/j.mbtl.v9i2.1726.

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Brand Image and Service Quality are two important concepts in the airline industry that are major in shaping passenger perception and experience. Brand Image is the image or perception owned by an airline in the eyes of consumers or passengers. At the same time, Service Quality shows the extent to which the airline can meet or exceed passenger expectations regarding services provided. This study aims to determine the relationship between service quality and Brand Image in Purchasing Decisions. The study's findings have important implications for airlines in Indonesia as it highlights the impor

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Thakuri, Diwash Malla, Guru Datta Adhikari, and Swopnil Kalika. "Evaluation of Domestic Airport Service Quality in Nepal." Journal of Transportation System and Engineering 1, no. 1 (2025): 117–28. https://doi.org/10.3126/jotse.v1i1.79890.

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This study aims to assess the service quality of domestic airports in Nepal by focusing on passenger expectations and experiences. The Airport Service Quality (ASQ) dimensions developed by the Airports Council International (ACI) were used to analyse perceived service quality. Through confirmatory factor analysis, 15 key determinants of passenger satisfaction were identified under six ASQ dimensions. The study also examines the relationship between these service quality dimensions and overall passenger satisfaction, while identifying superior and inferior services at each airport. The findings

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Champahom, Thanapong, Naphak Chaimuang, Natcha Limpasirisuwan, et al. "Exploring Thai airports users’ expectations and perceptions based on service quality indicators using classification and regression tree approaches." Economic Research-Ekonomska Istraživanja 38, no. 1 (2025): 121–45. https://doi.org/10.32728/er-ei.38.1.5.

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Objective: The primary objective of this research is to develop a model that can identify the significance of variables impacting the expectations and perceptions of service users at Thai airports. This investigation specifically focuses on the indicators of service quality. Methodology: The Classification and Regression Trees (CART) method. Two distinct models were constructed: (1) a model analyzing airport user expectations, and (2) a model assessing the perceived service quality by airport users. The target variable for both models was airport passenger satisfaction. Findings: The analysis

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Ariyanti, Yuninda Zahra, and Febriansyah Ignas Pradana. "Pengaruh Kepuasan Penumpang Terhadap Kualitas Pelayanan Maskapai Garuda Indonesia di Bandar Udara Abdulrachman Saleh Malang." Reslaj : Religion Education Social Laa Roiba Journal 4, no. 6 (2022): 1562–74. http://dx.doi.org/10.47467/reslaj.v4i6.1167.

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Garuda Indonesia airline in dealing with the Covid-19 pandemic implemented Physical Distancing as a prevention of the transmission of the Covid-19 this was a form of quality service provided to passengers. This study aims to determine passenger satisfaction with the service quality of Garuda Indonesia Airlines and determine the service quality attributes that can be developed by Garuda Indonesia Airlines. This study uses quantitative methods, in this case, to determine passenger satisfaction, Servqual and IPA (Importance Performance Analysis) data processing is used to compare passenger expect

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Martseniuk, Larysa, Oleksandra Kokitko, and Diana Savchenko. "Economic security in railway transport as an effective component of stable development of railway transport." Naukovyy Visnyk Dnipropetrovs'kogo Derzhavnogo Universytetu Vnutrishnikh Sprav 1, no. 1 (2021): 307–15. http://dx.doi.org/10.31733/2078-3566-2021-1-307-315.

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The competitiveness of an enterprise in comparison with other entities working with it in the same plane has a significant impact on the results of its activities, including profit. If we talk about railway transport, in the field of providing passenger transportation within the country, then road transport has become a close and fairly significant competitor of railway transport, because the availability of cars to an ordinary citizen, an extensive network of bus routes, competitive cost and speed of delivery of a passenger from point A to point B by road vehicles have significantly weakened

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Dr., Siva Surendra Nandam, and Siva Naga Lakshmi A. "A Study on Service Quality of Facilities and Amenities in the Indian Railways at Vijayawada Railway Station." International Journal of Innovative Science and Research Technology (IJISRT) 10, no. 2 (2025): 545–49. https://doi.org/10.5281/zenodo.14921213.

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The service quality is the heart of the service sector. The intangible aspects will influence the satisfaction of the  customers. The journey of the train is the bundle of expectations of the passengers. This paper focuses on how the South- Central Railway offered different amenities to the passengers and the level of satisfaction of the users of services in various  parameters like drinking water, cleanliness, booking facilities, security, parking facilities, toilets, display boards lighting, and illumination facility, etc. the findings from the study identifies the relationship bet

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Rudenko, Maryna. "DIGITAL TRANSFORMATION OF PASSENGER RAIL TRANSPORT: EVALUATION OF THE EFFECTIVENESS OF INSTALLING DIGITAL SCREENS AND IMPLEMENTING INTERACTIVE INFORMATION SYSTEMS ON TRAINS." ECONOMIC BULLETIN OF THE DNIPROVSK STATE TECHNICAL UNIVERSITY, no. 1(8) (June 20, 2024): 110–22. http://dx.doi.org/10.31319/2709-2879.2024iss1(8).306486pp110-122.

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The article discusses the quite relevant topic of installing digital screens and interactive information systems on trains, which not only meets the needs of the modern transportation market and passengers but also has a significant positive impact on the economy and social sphere by improving comfort, safety, and accessibility of transportation services for all users. Based on a conducted passenger survey of railway transportation, it was found that the majority of respondents support the idea of installing digital screens and implementing interactive information systems, as the absence of el

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V, Jothi Francina, Selvavinayagam K, and Elavarasan R. "A STUDY ON OPERATIONS OF AIRPORT SERVICE WITH SPECIAL REFERENCE TO CHENNAI AIRPORT." ICTACT Journal on Management Studies 6, no. 3 (2020): 1276–82. https://doi.org/10.21917/ijms.2020.0179.

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Passenger satisfaction is a key performance indicator for airport operations. International airports located in different regions or countries by and large do not compete with one another. Passengers often do not have no choice between airports, regardless of price and quality levels of airport service. In other words, the airport industry is also changing rapidly. Today’s air travelers have meaningful choices among airports and there is an increasing urgency among airport marketers to differentiate themselves by meeting the needs of customers better than the competition. To measure passenger

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Salsabilla Nova Regita Cahyani. "Analisis Kepuasan Penumpang Terhadap Kualitas Pelayanan Petugas Transit dan Transfer Di Bandar Udara Internasional Yogyakarta." Jurnal of Management and Social Sciences 2, no. 2 (2024): 27–36. http://dx.doi.org/10.59031/jmsc.v2i2.386.

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To achieve excellent service, a company’s employees must possess certain qualities, such as a passion for work and an attitude of always being ready to assist as well as having the capacity to handle customer complaints professionally. Service to service users at Yogyakarta International Airport, both at the departure terminal and arrival terminals, is critical for passengers. One of these is transit and transfer services for passengers. The purpose of this research is to find out the impact of Transit and Transfer officers’ service quality on passenger satisfaction and to identify what servic

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Duca, Gabriella, Barbara Trincone, Margarita Bagamanova, Peter Meincke, Raffaella Russo, and Vittorio Sangermano. "Passenger Dimensions in Sustainable Multimodal Mobility Services." Sustainability 14, no. 19 (2022): 12254. http://dx.doi.org/10.3390/su141912254.

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Seamless integration of air segment in the overall multimodal mobility chain is a key challenge to provide more efficient and sustainable transport services. Technology advances offer a unique opportunity to build a new generation of transport services able to match the evolving expectations and needs of society as a whole. In this context, the passenger-centric approach represents a method to inform the design of future mobility services, supporting quality of life, security and services to citizens traveling across Europe. Relying on the concepts of inclusive design, context of use and task

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Satrio, Harimurti, Dewi Kania Dinar, and Hidayat Masjraul. "Analysis of Passenger Satisfaction Levels at Gambir Station." International Journal of Innovative Science and Research Technology 7, no. 9 (2022): 1336–41. https://doi.org/10.5281/zenodo.7187361.

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Gambir Station is one of Indonesia's largest stations with complete service facilities. With this facility, it is hoped that it can meet passenger expectations. In addition, regarding accessibility, integration from and to Gambir Station is still considered insufficient in supporting passenger satisfaction at Gambir Station. This study was conducted to determine the level of passenger satisfaction at Gambir station and the service indicators that received the top priority to be improved while also knowing the accessibility of existing integrations. This study used the servqual method to de

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Lukiana, Lukiana. "Pelayanan PT. Lion Mentari Air Rute Jakarta - Yogyakarta." WARTA ARDHIA 37, no. 3 (2011): 261–75. http://dx.doi.org/10.25104/wa.v37i3.171.261-275.

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The growth number of passenger of air transportation increased rapidly as an indicator of industrial development of air transport services must be balanced with the service and information from the airlines' services to service users in order to feel the services delivered as expected. Airline companies should be able to provide services as required passengers who have different characters. Services provided by the airlines in carrying out its activities are divided into 3 (three) groups: service with a maximum standards (full service), service with a medium standards (medium service) and serv

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Wahyuni, Yuyun, Ridho Muhammad Zaidan Fadhil, and Arief Dermawan. "FASILITAS PUBLIK DAN KUALITAS PELAYANAN DALAM MENINGKATKAN KEPUASAN PENUMPANG DI BANDAR UDARA INTERNASIONAL YOGYAKARTA." ALBAMA: JURNAL BISNIS ADMINISTRASI DAN MANAJEMEN 16, no. 2 (2023): 33. http://dx.doi.org/10.56606/albama.v16i2.138.

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Airports have a role as economic gateways, places to change modes of transportation, opening regional isolation and so on. Yogyakarta International Airport is an airport built in Kulon Progo Regency, Yogyakarta Special Region, which has a land area of 600 hectares and can accommodate up to 20 million passengers. In 2022, the total number of departing and arriving passengers at Yogyakarta international airport will be 2,885,460 people. The objectives of this research are: (i) To determine the significance of the influence of public facilities on passenger satisfaction at Yogyakarta Inte

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Marlenni, Loly, and Aldri Frinaldi. "Pengaruh Protokol Kesehatan dan Penerapan E-Ticketing terhadap Kepuasan Penumpang Kereta Api Sumatera Barat pada Masa New Normal." PUBLICNESS: Journal of Public Administration Studies 2, no. 1 (2023): 7–15. http://dx.doi.org/10.24036/publicness.v2i1.73.

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The research purposes to examine the effect of health protocols and the implementation of e-ticketing on passenger satisfaction in West Sumatra train service during the new normal.This study uses an associative quantitative method. The data was collected through a survey questionnaire via google fromand quantitative data were got using a scale of Likert that had been tried for validity and reliability. Where the writer studied there was a population of 97 respondents, the sample obtained in this study was 56 respondents using the Slovin formula although a rate of error of 5% and the analysis i

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Ding, Pengxiang, Suwei Feng, and Jianning Jiang. "The Impact of Urban Rail Transit Epidemic Prevention Measures on Passengers’ Safety Perception." International Journal of Environmental Research and Public Health 20, no. 5 (2023): 4161. http://dx.doi.org/10.3390/ijerph20054161.

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In 2020, COVID-19 triggered concern about the safety of public transport. To meet passengers’ expectations regarding safety, the public transport department has stepped up its pandemic prevention services. Some prevention services require passengers to follow mandatory requirements. However, whether and to what extent these requirements affect passenger satisfaction with public transportation services remains unclear. This study aims to construct an integrated framework to explore the direct and indirect relationships between four constructs (regular services quality, pandemic prevention servi

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Nebol, Erdal, and Erdoğdu ALP. "A Research On The Perception Of Service Quality Of Intercity Passenger Transport: The Example Of Black Sea Region." Advances in Social Sciences Research Journal 8, no. 2 (2021): 257–75. http://dx.doi.org/10.14738/assrj.82.9651.

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Highway passenger transportation sector stands out as a growing passenger transport sector in Turkey. Transport companies have to take into account the expectations of customers in order to survive and advance in this sector. For this reason, the measurement of the perceived and expected service quality of the customers is becoming important. In this study, a survey will be carried out on the service quality of highway intercity passenger transportation within the city of Tokat. It is explained why customer satisfaction and perception are very important for service providers, in highway

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Wulandari, Riska, and Septiyani Putri Astutik. "The Effect of Access and Facilities of Drop Zone Area on Passenger Satisfaction at Sultan Hasanuddin International Airport Makassar." AURELIA: Jurnal Penelitian dan Pengabdian Masyarakat Indonesia 2, no. 2 (2023): 1456–64. http://dx.doi.org/10.57235/aurelia.v2i2.709.

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Access and drop zone facilities are very important things that must be considered by every airport, including Sultan Hasanuddin Makassar Airport. From the observations made by researchers, there are still passengers who complain about the distance to the drop zone access area to the terminal and the availability of trolly facilities in the Drop Zone Area which have not been provided by the management of Sultan Hasanuddin Makassar International Airport. This study aims to 1) determine the effect of access on passenger satisfaction at Sultan Hasanuddin International Airport Makassar, 2) determin

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Weisser, Lutz. "Innovation and digitalisation across the passenger journey and the effect on the business model." Journal of Airport Management 18, no. 4 (2024): 344. http://dx.doi.org/10.69554/jmsi1802.

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While passenger expectations are rising, digitalisation at airports is often still in its infancy. Airports are caught in the brick-and-mortar-conundrum: while the half-life of new trends is extremely short, it takes years until investments in infrastructure pay off. Today, the airport experience for travellers is mostly characterised by a time-consuming stop-and-go process and a rather static retail and food and beverage (F&B) offer. To meet passenger expectations, which have significantly risen in recent years, it is essential for airports to evolve. Digital innovations open unprecedente

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Sun, Haolin. "Batteries on Aircrafts: Challenges & Expectations." Highlights in Science, Engineering and Technology 32 (February 12, 2023): 115–21. http://dx.doi.org/10.54097/hset.v32i.4980.

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Growing inconsistency of fossil fuels have generated increased push for new energy researches. Electrifications of transportations are undergoing for ground vehicles and aircrafts. Current developments of electric aircrafts are facing significant challenges that prevents it from becoming a replacement to traditional aircrafts. This paper examines the challenges faced by electric aircrafts and the current progresses made to counter those challenges. Current small electric passenger jets are catching up with fuel jets of similar sizes in terms of their payloads, but still lacking the range and p

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