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Dissertations / Theses on the topic 'Passenger experience'
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Lundquist, Martin. "Autonomous Bus Passenger Experience." Thesis, Umeå universitet, Institutionen för tillämpad fysik och elektronik, 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-149064.
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Time keeps on changing our perception of what is possible in our personal life and around us. Over time, jobs such as elevator operator was essential to make the elevator keep its speed, stop parallel to the floor and keep passengers safe in case of emergency. Nowadays elevator passengers just have to enter their destination and wait to be transported there. An operator would be superfluous for this, today, simple procedure. This paper aims to create a set of interaction strategies to provide an efficient and pleasurable journey for the passenger traveling with an autonomous bus, as well as evaluate concepts where these strategies have been applied. The strategies and concepts will be developed from an extensive user- and literature research where the situation of today will be analysed and looked upon with the eyes of tomorrow, to find challenges and needs. Findings shows that passengers have to trust the vehicle and service. At the same time vehicle and service providers have to provide a reliable and consistent service. Four design directions were created to establish this trust between the user and vehicle and service. To enable control and give passengers an efficient journey, passengers have to be provided with adequate and reliable information. The information regarding the bus’s behaviour should be communicated in a transparent way so the bus’s intentions and actions are understandable from a passenger point of view. Also, passengers have to be enabled to stay safe when using the bus, during commuting and emergency, through giving them cues in how an emergency should be handled.
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Persson, Daniel. "Passenger Flight Experience of Urban Air Mobility." Thesis, Uppsala universitet, Observationell astrofysik, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-399699.
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The first part of a study of passenger flight experience of Urban Air Mobility was completed. This first part included the design of different Urban Air Mobility vehicle models, in which the passenger flight experience would be quantitatively measured. A first version of a simulator setup, in which the measurements were performed, was also developed. Three concept vehicle models, a single main rotor, a side-by-side rotor and a quadrotor, were designed in the conceptual design software NDARC. The vehicles were electrically propelled with battery technology based on future technology predictions and were designed for autonomous flight with one passenger. The emissions of the vehicles were analyzed and compared with an existing turboshaft helicopter. The interface between NDARC and the flight dynamics analysis and control system software FlightCODE, which was used to create control systems to the NDARC models, was developed to fit the vehicle configurations considered. The simulator setup was created with a VR headset, the flight simulation software X-Plane, an external autopilot software and stress sensors. Trial runs with the simulator setup were performed and gave important data for the continued development. Planned upgrades of the simulation station were presented and the continuation of the study was discussed.
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Kirk, Philip J. "Passenger experience at airports : An activity-centred approach." Thesis, Queensland University of Technology, 2013. https://eprints.qut.edu.au/60803/8/Philip_Kirk_Thesis_Signature%20Redacted.pdf.
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This project has provided a new understanding of the passenger experience in Australian international airport departure terminals. A novel understanding of the passenger experience developed by observing the activities passengers carried out on their day of travel, and interviewing passengers and staff members. The development of the Taxonomy of Passenger Activities (TOPA) has been an important outcome of this research. It provides a new understanding of the airport passenger experience at departure. The Taxonomy of Passenger Activities identifies the activities that improve the experience of passengers and the processing efficiency of the airport terminal.
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Harrison, Anna. "Principles of experience design for airport terminals." Thesis, Queensland University of Technology, 2015. https://eprints.qut.edu.au/83947/1/Anna_Harrison_Thesis.pdf.
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In this thesis, the issue of airport terminal design is examined from a novel perspective: that of the passenger rather than the airport operator. A qualitative approach, based on interviews with 199 passengers at Brisbane International Terminal was adopted.
The outcomes of this research make the following three key contributions to existing knowledge: (i) identification of a paradox in the Level of Service metrics, (ii) development of a conceptual model of passenger experience and six design principles and (iii) contribution towards advancing the theoretical knowledge about passengers and their experience in airport terminals.
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Livingstone, Alison Kate. "Passenger experience and their implications for airports retail environment design." Thesis, Queensland University of Technology, 2014. https://eprints.qut.edu.au/72761/1/Alison_Livingstone_Thesis.pdf.
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This project develops new knowledge on the full range of activities and interactions that make up airport passengers' retail experiences. The practical application of this new knowledge will improve the design of airport retail environments and will, in turn, improve passenger experiences, leading to further growth in the airport retail market. The novel methodological approach developed allowed for a new and deeper understanding of how passengers actually experience airport retail environments. Four significant outcomes were discovered: (i) the categorisation of the full range of retail activities and interactions passengers actually undertake, (ii) a new understanding of how passengers use and experience their free airport time, (iii) two new passenger market segments, and (iv) two passenger retail experience tools, with these identifying the broad range of airport-specific factors which influence passengers retail experiences.
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Ti, Jimmy Ting Hui. "Influencing public transport passenger experiences via mobile social services." Thesis, Queensland University of Technology, 2016. https://eprints.qut.edu.au/99722/1/Jimmy%20Ting%20Hui_Ti_Thesis.pdf.
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Many public transport passengers avoid social interactions and 'cocoon' themselves with music, books, and more recently, smartphones during their journey. Social norms and the transient nature of commuting turn public transport into a socially passive and isolating environment. This PhD aimed to improve the social experience of passengers through the design and development of PaX---a passenger-centric mobile social network.
This thesis discusses the process and outcomes of designing, developing and evaluating PaX, through three studies and two design iterations. The research showed promising results for passenger-centric social networks to enhance passenger experiences and facilitate a socially active community.
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Wiredja, Dedy. "Assessment of airport service performance: A passenger-centred model." Thesis, Queensland University of Technology, 2017. https://eprints.qut.edu.au/112171/1/Dedy_Wiredja_Thesis.pdf.
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Inspired by the need to assess airport performance based on the complete passenger experience, this thesis outcome, the Airport Indicators of Passenger Experience (AIPEX) Model provides a novel approach to assessing airport services. To investigate the passenger-centred role at airports, a previous conceptual model of airport service performance was thoroughly examined using quantitative and qualitative mixed-methods. The refined model, the AIPEX Model, provides a more integrated and robust approach to assessing service performance than previously available. This passenger-driven model will support design of passenger-centred airports, and the translation of passenger needs and perceptions into improved services.
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Zhao, Zhi Long. "Chinese Passenger :an experimental short film focusing on Chinese inland immigrants' living experience." Thesis, University of Macau, 2018. http://umaclib3.umac.mo/record=b3953729.
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Szarycz, Gregory Simon, and n/a. "Cruising with containers : a qualitative investigation of the lived experience of passenger freighter travel." University of Otago. Department of Tourism, 2007. http://adt.otago.ac.nz./public/adt-NZDU20080208.140410.
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This thesis is the result of a preliminary investigation into a niche market segment of the maritime tourism economy. Travel by working class freighter or cargo ship is not a new activity; however, the concept of freighter-based tourism (wherein participants travel by container ship in their free time solely for leisure purposes) has emerged relatively recently on the tourism spectrum. A major cause of its recent popularity and allied growth is the positive word of mouth promotion which has been generated by people who try freighter cruising and like it. As the number of prospective travellers increases, merchant shipping lines are seeing dramatic changes in the makeup of their passenger lists. In former years, the typical freighter 'passenger' spanned all ages and walks of life, as thousands of European immigrants traversed the Atlantic in search of a new life in the Americas. Today�s freighter 'travellers' are almost always over 50 years of age (up to a maximum age of 79) and are, for the most part, affluent with time and money to spare. Freighter travel nowadays involves the movement of people solely for the purpose of a unique and atypical travel experience.
The purpose of this qualitative study was to explore the experiences of 22 participants engaged in recreational travel aboard working container vessels/cargo ships. The research questions driving this study were: What expectations and factors are understood by passengers to influence their decision to choose this particular mode of transport? What is the nature of the freighter experience, as passengers themselves understand it? What meanings do passengers attach to their experiences? How do the temporal dimensions of the passenger freighter experience (before, during, and after) connect with each other?
This study employed a qualitative methodology to capture and portray as vividly as possible the participants� experiences and their attempts to make sense of those experiences. A phenomenological case study research design, set within a symbolic interactionist analytical framework, guided the study. The data consisted of in-depth online interviews and document analysis in the form of unsolicited travelogues/journey diaries. Through a prolonged and iterative process of data analysis using the transcendental phenomenological model provided by Moustakas (1994) and the operational refinements suggested by Schutz (1970) and Kvale (1995), the researcher documented the 'lived experience' of travel by cargo ship from the individual travellers� perspectives. Further, as a tool for describing, analysing, and interpreting the data, this study utilised the 'generic social processes scheme', a sociological method for the purposes of organising, analysing and interpreting qualitative data (Prus 1996). Within this research the themes were presented collectively, although they were systematically identified separately.
The shared themes, meanings and patterns that shaped the informants� travel narratives suggested that moving out to the unfamiliar can be frightening, or it can be liberating. Participants had assessed and realistically accepted the potential hazards of a freighter voyage, working on the assumption that a willingness to roll with uncertainty, unexpected delays, and mishaps is mandatory. Associated with these themes were issues of adaptation; dealing with challenges, ambiguities and constraints, which, despite their potential to preclude further similar such involvements, shaped the overall freighter travel experience and did not affect participants� satisfaction with the experience.
It was further shown that freighter travellers are highly individualised people characterised by their interest in unique 'life experiences' and defined by their search for the 'extraordinary'. Participants framed their behaviours as an extension of themselves; their self-designation as 'travellers' and not 'tourists' and their emphasis on independence and autonomy conferred a sense of individuality and personal determination. Like Cohen�s (1976) non-institutionalised, unstructured tourists, these 'travellers' valued risk, adventure and novelty.
The idea of negotiation through ambiguity and occasional setbacks in their travels further challenges commonly held perceptions about constraints, which, too often is seems, have been construed as obstacles or barriers (Jackson 2000) to travel. With regard to the present study, constraints, while inherent to freighter travel, would not have represented a full or accurate picture of the travellers� experiences without a concomitant description of how they were negotiated; moreover, the process of their negotiation repositions these travellers as active participants (instead of inactive consumers) of the tourist experience. These travellers decided what they wanted to do, where they wanted to go, and ensured they could negotiate their constraints to do so.
The conclusive findings of this study suggest that freighter travel was viewed largely as a positive, beneficial, and rewarding experience, offering opportunities for self-development, reflection, social interaction, and cross-cultural immersion and learning. While certain constraints and limitations were acknowledged and recognised, freighter travellers negotiated through them, and fully enjoyed participation in the travel experience.
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Mohd, Mahudin Nor Diana. "Quality of rail passenger experience : the direct and spillover effects of crowding on individual well-being and organisational behaviour." Thesis, University of Nottingham, 2012. http://eprints.nottingham.ac.uk/12457/.
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The challenge of rail passenger crowding has not been fully addressed in the scientific literature. This thesis describes a research work aimed at (1) investigating the relationships among the different psychological components of crowding and their effects on commuters’ experience of stress and feelings of exhaustion, and (2) exploring how the effects of rail passenger crowding can spill over to the individual’s broader work and life. To achieve these aims, an operational model is built that is consistent with the framework of Cox et al.’s (2006) model of crowding, stress, health, and safety, and is tested in a two-phase study. While Phase One of the research qualitatively explored the perceptions of rail passenger crowding and other associated issues among key stakeholder institutions (N = 5), Phase Two quantitatively examined the effects of rail passenger crowding on commuters’ individual well-being and their organisational behaviours (N = 525). The results of Phase One demonstrate that passenger crowding is perceived only as a minor problem compared to capacity, infrastructure, and service quality issues among the key stakeholders. On the other hand, the results of Phase Two reveal that crowding is indeed stressful for the commuters and has the potential to spill over to other aspects of their life and work. Using structural equation modelling techniques, the results show first the relationships among passengers’ evaluation of the psychosocial aspects of the crowded situation and of its ambient environment as well as their affective reactions to it, and the relationships among these psychological components of crowding and passenger density. Second, they demonstrate that the different psychological components of crowding together with rated passenger density are combinatorially predictive of commuters’ stress and feelings of exhaustion. Third, while the effects of crowding on feelings of exhaustion disappeared after controlling for demographic factors and individual differences in commuting experience, its effects on the experience of stress remained significant, further highlighting the negative consequences of rail passenger crowding. Fourth, the results reveal different patterns of spillover effects for passenger stress, particularly on commuters’ reports of somatic symptoms of ill health, their propensity for lateness and absenteeism at work, and intention to quit, but not in terms of their job or life satisfaction. The implications of these findings are discussed in terms of the existing literature and the operational framework set out at the beginning of the research work, which could lend support for future crowding research and management.
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Bodderas, Chris. "Trying to become "The World’s Cosiest Airport" : A Case Study on Customer Experience Management from a Service Delivery Network perspective." Thesis, Internationella Handelshögskolan, Högskolan i Jönköping, IHH, Informatik, 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-28078.
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The practical relevancy of Customer Experience Management is increasing. The research on the topic has still not found common ground in all areas. Most scholars still fail to see the advantage of adopting a broader perspective of Customer Experience Management and integrating factors that lie out of the focal company’s control into the scope of the conceptual framework. The aim of this thesis is to clarify the principal elements that constitute Customer Experience Management and explore what role the Service Delivery Network plays in this context and how it can be managed more effectively with the help of IT/IS. To explore the problem empirically, a case study approach was used. The author had the possibility to investigate the Passenger Experience activities of Tallinn Airport which has the unique goal of becoming "The World’s Cosiest Airport". Summarizing the findings of the thesis very briefly, the following things should be noted. First, the case study has shown empirically that passengers’ experiences with different companies in a Service Delivery Network interfere with each other. Second, the findings suggest that Partner Management is an important part of Passenger Experience Management. Third, IT and mobile IT in particular are good means to manage Passenger Experiences. Especially, mobile applications have a huge potential to support a customer’s self-management and co-create an experience. A potential avenue for future research would be 1. to take on the passenger perspective on the topic and 2. to replicate the study or at least parts of it at other airports to allow cross-case analyses.
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Topi, Ilaria. "Simulazione di flussi di passeggeri e processi di servizio nei terminal aeroportuali: applicazione all'aeroporto G. Marconi di Bologna." Master's thesis, Alma Mater Studiorum - Università di Bologna, 2017. http://amslaurea.unibo.it/12860/.
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Gli aeroporti rappresentano complesse infrastrutture che svolgono un ruolo centrale nell’industria del traffico e che devono confrontarsi con aspetti e problematiche di svariata natura e complessità in quanto al loro interno convivono numerosi processi e servizi.
Negli ultimi decenni la crescita della domanda nel settore del trasporto aereo ha implicato una crescente richiesta di servizi aeroportuali, che si trasmette nell'ulteriore necessità di sviluppare business rules con lo scopo di migliorare la qualità delle prestazioni offerte.
Infatti, obiettivo primario di ogni aeroporto è assicurare alti livelli di servizio e performance che si traducono in un’esperienza di viaggio di elevata qualità per i passeggeri: a tale proposito modelli dinamici e software di simulazione si rivelano strumenti di grande utilità.
Questa tesi verte sull'applicazione del software di simulazione CAST al terminal passeggeri dell'Aeroporto G. Marconi di Bologna.
Grazie all'impiego del modulo CAST Terminal è stato possibile riprodurre uno scenario realistico e simulare due giornate rappresentative dal punto di vista del traffico, rispettivamente per il periodo "summer" ed il periodo "winter".
L'analisi dei flussi di passeggeri e dei risultati in output ha permesso di fare luce sulle principali criticità all'interno dell'aerostazione, operando confronti grafici e quantitativi con gli standard fissati nella Carta dei Servizi 2016 e con gli indicatori di livello di servizio stabiliti dall'Airport Development Reference Manual (10° edizione).
I principali colli di bottiglia rilevati riguardano gli elevati tempi di attesa per i controlli di sicurezza e per i controlli di immigrazione agli arrivi extra-Schengen e l’elevato affollamento delle sale di attesa davanti ad alcuni gate di imbarco in zona Schengen, dovuto all’accumulo di passeggeri in uno spazio di estensione ridotta.
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Wood, Daniel Alden. "A framework for measuring passenger-experienced transit reliability using automated data." Thesis, Massachusetts Institute of Technology, 2015. http://hdl.handle.net/1721.1/99539.
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Thesis: S.M. in Transportation, Massachusetts Institute of Technology, Department of Civil and Environmental Engineering, 2015.This electronic version was submitted by the student author. The certified thesis is available in the Institute Archives and Special Collections.
Cataloged from student-submitted PDF version of thesis.
Includes bibliographical references (pages 173-175).
A public transport operator's ability to understand and improve service reliability experienced by passengers depends upon their ability to measure it. Traditionally, largely due to data collection limitations, passengers' experience of reliability has not been measured directly. As a result, operators often fail to effectively measure, and thus manage, key issue affecting passengers' perceived reliability. However, with the relatively recent availability of automatic data collection (ADC) systems, it has become technically feasible to measure passengers' reliability experience at a detailed level. If used in practice, passenger-experienced reliability measurement has the potential to improve public transport systems' responsiveness to passengers needs across many functional areas. This thesis develops a framework for the understanding and practical use of passenger-experienced reliability measurement on high-frequency transit systems. A model of passenger-experienced reliability based on total travel time variability is developed, and the key differences from "operational" reliability identified. This model is applied to identify public transport management functions which should be targeted as a result of passenger-experienced reliability measurement. The model and potential applications are then synthesized to develop a set of design criteria for passenger-experienced reliability metrics. Two new measures of passenger-experienced reliability are developed, both aiming to quantify the "buffer time" passengers must add to compensate for travel time variability. The first measure, derived from passengers' actual travel times from automatic fare collection (AFC) data, is essentially the median travel time variability experienced by frequent travelers over each origin-destination (OD) pair of interest. The second measure, derived from vehicle location data, OD matrices, and train load estimates, is based on a simulation of passengers' waiting, boarding, transfer, and in-vehicle travel process. This second metric is aimed at "non-gated" systems without exit AFC data, for which passengers' travel times cannot be measured directly. These two metrics are tested and evaluated using data from the Hong Kong MTR system. These metrics' response to incidents, scheduled headways, and passenger demand are tested at the OD pair and line levels. The results are used to evaluate these metrics according to the previously-developed design criteria for passenger-experienced reliability metrics. The first metric is found to be suitable for implementation (where adequate data is available), while the second is found to inadequately measure demand-related delays. An implementation guide for the AFC-based metric is developed. This guide is structured around four main implementation decisions: (1) coordination with an operator's existing metrics, (2) defining the service scope, (3) determining an appropriate frequency of calculation, and (4) defining appropriate time of day intervals and date periods. This guide is then demonstrated using a case study application from MTR: an investigation of the 2014 Hong Kong political demonstrations' impact on MTR reliability.
by Daniel Alden Wood.
S.M. in Transportation
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Forsberg, Rebecca. "Train crashes : consequences for passengers." Doctoral thesis, Umeå universitet, Kirurgi, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-61291.
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Background: Globally, and in Sweden, passenger railway transport is steadily increasing. Sweden has been relatively free from severe train crashes in the last decades, but the railway infrastructure is alarmingly worn and overburdened, which may be one reason for an increasing number of reported mishaps. Worldwide, major train crashes/disasters are a frequent cause of mass casualty incidents. Several shortcomings, especially within the crash and post-crash phases cause severe consequences for the passengers. Aim: To investigate the consequences of train crashes on passengers, focusing on factors of importance in the crash and post-crash phases. The specific aims are: (I) to identify the historical development and magnitude of passenger train disasters globally on various continents and countries, (II, III) to identify injury panorama and injury objects in two train crashes, (IV) to explore survivor´s experiences from a train crash, and (V) to explore their experiences of journalists and media coverage. Methods: Study I is a register study based on 529 railway disasters worldwide, whereas studies II-V are case studies from the two latest severe train crashes in Sweden (Nosaby and Kimstad). These studies are based on 73 and 21 passengers respectively. Studies I-III is essentially quantitative where descriptive statistics (I, III), multivariate analysis (III), and content analysis (II, III) are used. Studies II and III are also supplemented by semi-structured interviews. Studies IV and V are qualitative and the interviews (n=14, n=30) have been analyzed with qualitative content analysis. Study IV is also supplemented with quantitative data. Results: The number of railway disasters, fatalities, and non-fatally injured passengers has increased throughout the last hundred years - particularly during the last four decades (1970–2009) when 88% of all disasters occurred (I). Passengers in the first overturned carriage suffered most severe and lethal injuries (III). Internal structures such as tables, chairs, internal walls, as well as luggage, other passengers (II, III), glass (II), and wood pellets (III) induced many of the injuries. Those who traveled facing forward with a table in front of them, in carriages that did not overturn, were more likely to sustain injuries to their abdomen/pelvis than those without a table (III). Passengers who traveled rear facing had higher rates of whiplash injuries. Surviving a train crash was experienced as "living in a mode of existential threat". The long term consequences however were diverse for different persons (IV). All experienced that they had cheated death, but some became "shackled by history", whereas others overcame the "haunting of unforgettable memories." The centrality of others and the importance of reconstructing the turn of events were important when "dealing with the unthinkable". The media coverage were experienced as positive in the recovery process and the journalists were also perceived as helpful (V). By some the journalist’s nevertheless were also perceived as harmful or negligible, and the subsequent media coverage as either uncomfortable or insignificant. Conclusion: Despite extensive crash avoidance systems severe railway crashes still occur. Improved interior safety, as has been implemented in the automobile and aviation industries, would have an important reduction in injuries and facilitate evacuation. Being surrounded by family, friends, fellow passengers and participating in crash investigations, and experiencing descriptive media coverage were some crucial factors when dealing with the traumatic event and should be promoted.
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Codourey, Monika Ewa. "Airport territory as interface : mobile work and travel in hybrid space." Thesis, University of Plymouth, 2015. http://hdl.handle.net/10026.1/9331.
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Global mobility, wireless technology and networked society are transforming the airport territory. These changes (hard factors) have been analysed in airport planning and transportation studies (Koll-Schretzenmayr 2003; Banister 2003; Schaafsma 2003; Knippenberger &Wall 2010; Salewski & Michaelli 2011; Convenz & Thierstein ed. 2014 et al) and architecture and design (Edwards 1998; Blow 2005; Cuadra 2002; Uffelen 2012; Gensler 2013 et al). But design strategies focusing on the passenger experience (soft factors) have not yet been thoroughly assimilated by architecture and design. On the theoretical level this dissertation spans the analysis of current methodologies in social studies (e.g. Castells 1996; Gottdiener 2000; Cresswell 2006; Urry, 2007; Elliott & Urry 2010; Adey 2010 et al) and their relation to architectural and urban studies concepts for the airport. The latter includes the “Airport as City” (Güller & Güller 2000), “Aviopolis – A Book about Airports” (Fuller & Harley 2005) and “Aerotropolis” (Kassarda 2010). This dissertation also explores IT and aviation industry interests at the interface between technology and air travellers. In this light aviation industry research and solutions (Amadeus 2011, SITA 2013) are important to consider, as well the philosophy behind who travels and for what purpose (Sloterdijk 1998; Koolhaas 1998; Gottdiener 2000; Urry 2007; Birtchnell & Caletrio 2014 et al). Here, the author’s previous field research at Frankfurt International Airport is relevant. We live more mobile lifestyles, we work in hybrid spaces (Suoza 2006; Duffy 2010 et al), and we consequently need to share information and collaborate differently. Using constant travellers as a case study, the impact of physical and informational mobility on perceptions of and behavioural patterns in the airport can lead to a deeper understanding of mobile work and the air travel experience. New design strategies can be developed from research about constant travellers, and the results may improve their work and air travel experience. The author’s combination of design approaches from architecture and social science (sociology and psychology) methodologies can better address the real needs of constant travellers in hybrid workspaces. It is hoped that this dissertation will inspire airport architects and designers, interaction designers and the aviation industry to pay more attention to users’ needs in their design processes.
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Cave, Andrew R. "Passengers' intuitive navigation in airports." Thesis, Queensland University of Technology, 2016. https://eprints.qut.edu.au/94935/1/Andrew_Cave_Thesis.pdf.
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This thesis examined passengers' intuitive navigation in airports. It aims to ensure that passengers can navigate fast and efficiently through these complex environments. Field research was conducted at two Australian international airports. Participants wore eye-tracking glasses while finding their way through the terminal. Insight was gained into the intuitive use of navigation elements in the airport environment.
With a detailed understanding of how passengers' navigate, the findings from this research can be used to improve airport design and planning. This will assist passengers who don't regularly fly as well as those who are frequent flyers.
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Lewis, Laura. "Investigating the ways in which virtual environments could influence aircraft passengers' comfort and experiences." Thesis, University of Nottingham, 2015. http://eprints.nottingham.ac.uk/31358/.
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The experience of comfort is an important factor in passengers’ acceptance of transport systems. Comfortable cabin environments can be used as a means to differentiate between aircraft manufacturers and airlines and therefore, may be a key marketing feature. In 2010 and 2011, the European Commission presented its vision for aviation in the year 2050, highlighting the importance of enhancing passengers’ experiences. They also envisaged the use of virtual reality (VR) to provide aircraft passengers with entertainment and a means of ‘escaping from the fast pace of society’. The VR-HYPERSPACE project addressed this vision by examining the use of virtual and mixed reality technologies to enhance passenger comfort on aircraft in the year 2050. This approach to increasing comfort would be comparatively cheaper than changing the physical parameters of an aircraft. This thesis presents a series of studies which investigated the ways in which two virtual environments (VEs) that were developed for the VR-HYPERSPACE project (one depicting a tropical island and one depicting the view outside of a low-flying aircraft, referred to as the ‘invisible aircraft VE’) could influence potential aircraft passengers’ comfort and experiences. The findings from these studies provide insight into the prospect of using VR to enhance passengers’ comfort and experiences in future flight from a user-centred perspective. An initial user study was carried out to gain an understanding of the ways in which the two VEs, with various combinations of motion tracking, affected people’s comfort and experiences. The results of this study showed that the VEs have the potential to enhance people’s experiences, for example, by giving them an enhanced perception of space and time. They also might provide people with unique opportunities if used in flight, for example to augment or escape the flight experience. The study identified that motion tracking enhanced the experience of the invisible aircraft VE but detracted from the relaxing nature of the tropical island VE. The findings of this study were used to select combinations of VEs and motion tracking configurations to be taken forward for further investigation. The initial study also identified that it was difficult to determine the extent to which VEs could enhance comfort when the participants were not exposed to discomfort. Consequently, a new approach to measuring the effect of interventions on discomfort was developed. This involved a workshop and a user study which were carried out to select and test sources of discomfort. Two common sources of discomfort were selected: the sound of a crying baby and restricted legroom. These were used subsequently to induce discomfort in participants in later studies. The final series of studies aimed to determine the extent to which VEs could distract people from sources of discomfort. The findings indicated that passive VEs could be used to either fully distract people from sources of discomfort or minimise their negative responses. However, the VE used was more effective at distracting people from the discomfort associated with restricted legroom than the sound of a crying baby. The findings indicated that VEs become more distracting when they are interesting and that when exposed to stressful stimuli, relaxing distractors may be beneficial. The findings also indicated that VEs can be used to support existing strategies which people might use to overcome sources of discomfort in present-day flight situations. This research considered existing research in both the comfort and the pain domains to develop a novel approach to enhancing passenger comfort through the use of VEs. The research showed that VEs have the potential to distract people from sources of discomfort which are commonly experienced in-flight and to enhance potential passengers’ flight experiences. Further investigation is required to understand whether VEs remain effective distractors over longer periods of time, when subject to multiple sources of discomfort and in real-world contexts.
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Kim, Ji Sun. "A study of passengers' anxiety on the London Underground to help design its information environment." Thesis, Brunel University, 2017. http://bura.brunel.ac.uk/handle/2438/16008.
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Provision of information has been used as a strategy to relive travel-related anxiety. This study is motivated by the successful attempts for reducing the anxiety. Although, passengers' anxiety about using public transport (PT) has already been discussed, the London Underground passengers' anxiety has rarely been a target of investigation in the academic literature. Anxiety associated with the Underground use is reported to be greater than other PT modes. Although the existing studies discussing PT passengers' anxiety have attempted to provide solutions for anxiety reduction, few endeavours have been made to offer them based on the investigated causality between determinants of anxiety and its arousal. Thus, this study fills the gap by identifying antecedents, and verifying their effects on anxiety about the Underground use. This, in turn, furnishes theoretical grounds for designing content of information with an aim to relieve the anxiety in the circumstance that little data exists, which can be utilised for developing information for the purpose. To achieve the goal, two sets of phases have been engaged. First, a questionnaire (N=81) was conducted to identify anxiety triggers. The results revealed that they were other people's anti-social behaviour, overcrowding, noise, and late-night travel. An expert group interview was carried out to investigate what efforts are made to support passengers in the anxiety inducing situations. Second, examination was performed to understand about the passengers' anxiety based on theoretical knowledge about anxiety, and to determine its antecedents. A research model was formulated including six factors, perceived invulnerability, perceived physical ability, trust in other passengers (informal social control), confidence in the authorities, safety knowledge, and perceived uncontrollability. The effects were assessed through structural equation modelling, using questionnaire data (N=269). The results uncovered that perceived invulnerability, perceived physical ability, and confidence in the authorities have negative indirect effects on anxiety through perceived uncontrollability, and safety knowledge has a negative direct effect on anxiety. The confirmed anxiety buffering effects of the factors will be suggested to be used for developing content of information to help relieve the arousal. The study contributes to knowledge by identifying the determinants of the passengers' anxiety, and testing their effects on anxiety, and to produce theoretical support to create service information environment which helps relieve the anxiety.
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Willgoss, Simon. "Gateways to Europe : the experience of passengers travelling by rail and sea between the Netherlands and the United Kingdom, c1880-1984." Thesis, University of York, 2010. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.516666.
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Backhans, Gustav, and Douglas Driving. "Voice assistants and railway passengers : A user-centered exploration of value creation opportunities in a railway service context." Thesis, Linköpings universitet, Institutionen för datavetenskap, 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-166386.
Full textAbstract:
There is a current rising trend of using voice assistants (VAs) to perform tasks in new ways, and various companies are considering introducing them as part of their service propositions. One such company is the railway service provider SJ AB that is interested in understanding how a VA may benefit their passengers. To better understand the utility of a VA in the railway service context, this thesis aims to explore the value creation opportunities that the introduction of such a technology presents. This exploration is done through identifying the potential functionality of such a VA, what value that functionality can create for passengers, and what barriers exist for creating that value. This identification is done through a user-centred research process, during which design probes and experience prototyping were carried out with railway passengers and analysed through qualitative content analysis. The results show that a VA presents fast, convenient, and intuitive access to a wide set of functions but is hindered by its invisible affordances and the user’s preconceptions. It shares several functions with existing channels, presented in a new way, that span the entire course of the train journey. The functionality and the identified functions primarily create utilitarian values, which connects to the passenger’s pragmatic view of the service. Furthermore, the passengers perceived the VA as an agent able to take over responsibilities and tasks from the passenger, resulting in a peace of mind but also a diminished sense of control. Finally, the railway service context affected what functionality is suitable, what values can be created and what barriers need to be considered. Some of the value creation possibilities and barriers are also contemporary and might change with shifting social norms and further technological development.
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Heath, Amy Lynn. "We Are Crew, Not Passengers: Middle Level Students’ Experiences of the Expeditionary Learning School Reform Model and Its Relationship to Literacy, Agency, and Diversity." The Ohio State University, 2013. http://rave.ohiolink.edu/etdc/view?acc_num=osu1374167174.
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Deby, Jeff. "TransLink bus exchanges and passenger experience: A Design Review." 2009. http://hdl.handle.net/2429/24462.
Full textAbstract:
The purpose of this study is to provide a preliminary
assessment of the quality of TransLink
bus exchanges from the perspective of customer
experience. This document takes as a starting
point that facility design plays an important role in
customers satisfaction, and that poorly designed
facilities discourage ridership and therefore revenue.
Specifically, this report is intended to:
Provide a preliminary assessment of the
design quality of TransLink bus exchanges
from the perspective of passenger
experience
Recommend guidelines for the design of
new or renovated bus exchanges in response
to the design issues identified in
the study
Off er a methodology for how bus exchange
sites can be prioritized for amenity
upgrades.
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K, Spasichenko, Спасіченко Катерина, Спасиченко Екатерина, Agieieva Galyna, Агєєва Галина Миколаївна, and Агеева Галина Николаевна. "Waste disposal solution at airports: world experience." Thesis, 2018. http://er.nau.edu.ua/handle/NAU/32880.
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Chang, Wen-Chin, and 張文晉. "Passenger Service Experience Research on Airport MRT: A Case Study of Wenhu Line in Taipei City." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/7xne6u.
Full textAbstract:
碩士國立臺灣大學
商學研究所
105
From ancient times, the relationship between tourism and public transportation has been inseparable. In recent years, airline passengers have been growing rapidly in Taiwan. To deal with the increasing tourists, the development of tourism requires the improvement in service experience of public transportation. This study aims to investigate the possible drivers of customer satisfaction to improve the service experience of passengers who take the MRT to Taipei International Airport. We first collect service experiences of the local passengers in Taiwan by survey and interview. With the combine of quality and quantity methods, the researcher finds out the critical factors which cause the intendancy of satisfaction by cross-analysis between customer satisfaction and sentences which generalized form the transcripts. Finally, this research identify with the causes of critical factors with empathy map and customer journey map. Some advises are suggested in this study in reference to policy maker of the TRT Corporation
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(5930018), Wesley L. Major. "Analyzing the Commercial Air Travel Experience for Passengers with Disabilities." Thesis, 2019.
Find full textAbstract:
Airlines are legally required to provide adequate service to passengers with disabilities; this research examines the quality of service provided based on the analysis of airline complaint data and the results of a survey of passengers with disabilities. The provision of adequate service to airline passengers is challenging since passenger counts continue to rise and passengers are increasingly diverse. Airline passengers with disabilities are protected by federal legislation under the Air Carrier Access Act (ACAA), 49 U.S. Code § 41705, which prohibits discriminatory treatment of people with disabilities in air transportation. Regulations outlined in 14 CFR Part 382, Nondiscrimination on the Basis of Disability in Air Travel, require that airlines and airports are accessible, and require that airline, airport and contract personnel provide appropriate accommodations and services to people with disabilities.
To track operational efficiency and compliance with the ACAA, the Department of Transportation collects data on airline performance. Data are published in monthly and annual reports. One component of these reports is complaint data. Complaints are an important metric because they identify deficiencies in service.
Individual complaints are forwarded to airport and airline service providers for investigation; however, complaint data do not appear to be used to systematically assess the adequacy of service, as evidenced by a disproportionately high and rising number of disability complaints.
The objective of this research is to investigate the provision of air service for passengers with disabilities. This investigation includes identification of the regulations that affect commercial air travel for passengers with disabilities, an examination of disability-related complaints, specifically the number and rate of these complaints compared to complaints for all travelers, and an assessment of service based on a survey of passengers with disabilities.
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WANG, MING-HUI, and 王明輝. "Passenger Experience and Customer Satisfaction on Revisited Intention - A Study of Bed and Breakfast in Hualien Area." Thesis, 2017. http://ndltd.ncl.edu.tw/handle/5gf6j4.
Full textAbstract:
碩士大漢技術學院
流通與行銷管理研究所
105
The purpose of this study is to explore the impact of visitors’ experience on honeymoon lodging and customer satisfaction. The study was conducted as a research tool for the residents’ accommodation in the Hualien area. The questionnaire was selected as a research tool. The sample samples were sampled and sampled, and the number of valid samples was 228, According to the data obtained from the survey, the statistical methods such as descriptive statistical method, reliability analysis, t test, single factor variance analysis, Pearson product difference correlation, regression analysis and chi-square test were used to analyze the data. Conclusions and recommendations for the relevant units for reference.
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Lemos, Luís António da Silva. "Passenger satisfaction with public transport services in Lisbon Metropolitan Area." Master's thesis, 2021. http://hdl.handle.net/10071/24776.
Full textAbstract:
Public transport is a key-element on citizen mobility, in urban settings, in a more
sustainable way, both socioeconomic and environmentally facing an urban reality that
reveals problems of mobility traffic congestion and high pollution. Public transport
operators are continually looking for ways to keep current passengers and attract new
public transport users. In order to retain passengers and attract new ones, it is essential
that entities involved in public transport identify and understand which aspects of public
transport most influence the satisfaction and loyalty of its users. It is important to
understand the perceptions, attitudes and behavior of passengers, as they are decisive in
their satisfaction and intention to continue using these services, that is, their loyalty.
This study aims to analyze the perceptions of users of public transport in metropolitan
area of Lisbon, about different attributes of the modes they most commonly use and thus
understand which of these have the greatest impact on passenger satisfaction. To this end,
responses were obtained from citizens who use public transport in the metropolitan area
of Lisbon at least once a week, where they expressed their opinions about various
attributes of the modes of public transport, they use such as safety, reliability, comfort,
among others. In general, the bus has proved to be the transport mode that gathers the
worst opinions among public transport users. The attributes of safety, reliability and
comfort were the ones that showed the most discrepancies among those questioned.O transporte público é um elemento-chave na mobilidade de cidadãos, em contextos urbanos, de uma forma mais sustentável tanto a nível socio económico como ambiental, face a uma realidade urbana que revela problemas de mobilidade, congestionamento de trânsito e elevada poluição. Os operadores de transportes públicos procuram continuamente, formas de manter os atuais passageiros e atraindo novos utilizadores de transportes públicos. De forma a reter passageiros a atrair novos, é essencial que as entidades envolvidas nos transportes públicos identifiquem e compreendam quais os aspetos dos transportes públicos que mais influenciam a satisfação e lealdade dos seus utilizadores. É importante perceber as perceções, atitudes e comportamentos dos passageiros, pois são determinantes na sua satisfação e intenção de continuar a recorrer a estes serviços, ou seja, a sua lealdade. Este estudo tem como objetivo analisar as perceções de utilizadores de transportes públicos da área metropolitana de Lisboa, acerca de diferentes atributos dos meios que mais comumente utilizam e dessa forma perceber quais desses têm maior impacto na satisfação dos passageiros. Para este fim, foram obtidas respostas de cidadãos que utilizam, pelo menos uma vez por semana, os transportes públicos da área metropolitana de Lisboa, onde expressaram as suas opiniões acerca de diversos atributos dos meios de transporte publico que utilizam como segurança, fiabilidade, conforto, entre outos. Na generalidade, o autocarro demonstrou ser o meio de transporte que reúne as piores opiniões junto dos utilizadores de transportes públicos. Os atributos de segurança, fiabilidade e conforto foram os que mais discrepâncias demonstraram entre os questionados.
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Kachiungo, Emerson Lukamba Kalitangue. "Rethinking the airport experience with indoor location-based services." Master's thesis, 2019. http://hdl.handle.net/10400.14/29060.
Full textAbstract:
The Customer Experience (CX) has emerged as a key instrument for customer relationship
management for companies across all sectors of the economy. The airport Customer
Experience, in particular, is often shadowed by stress and anxiety. These emotions are
primarily connected with the complexity of the terminals and some processes like security
screening and customs.
Indoor location-based service is an emerging technology that uses the abilities of mobile
devices, location technologies, and mobile networks to provide personalized and instant
information or service based on the user location.
The purpose of this study is to understand how Indoor location-based services can contribute
positively to their airport experience. To do so, the main characteristics of the airport
experience and the capabilities of the technology are explored. Secondary data was collected
from various literature, articles, and reports. Additionally, a survey was conducted to gain
insights on the passenger's reaction to technology.
The results are incredibly positive and show that passenger value the applications that ILBS
can bring to the airport experience.O conceito de Customer Experience (CX) surgiu como um importante instrumento na gestão da relação com clientes em várias empresas em todos os sectores da economia. A CX no aeroporto destaca-se pois é tradicionalmente marcada pelo stress e ansiedade. Estas emoções estão essencialmente ligadas à complexidade dos terminais e a alguns processos como a passagem pela segurança e os serviços alfandegários. Indoor location-based service (ILBS) é uma tecnologia nova que utiliza os recursos de dispositivos móveis e tecnologias de posicionamento para fornecer informações e serviços personalizados baseados na localização do usuário. O objetivo deste estudo é tentar perceber se ILBS pode contribuir positivamente para a CX no aeroporto. Para isso, foram exploradas as principais características da CX e e as capacidades da tecnologia em questão. Além disso, foi realizado um questionário para obter informações sobre a reação dos passageiros à tecnologia em questão. Os resultados são extremamente positivos e mostram que os passageiros valorizam as aplicações que o ILBS pode trazer para a sua experiência no aeroporto.
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Huang, Min-Ching, and 黃銘慶. "The Effects of Country-of-Origin, Brand Awareness, and Experience Property on Service Quality Evaluation---A Study of Airlines Passenger Service." Thesis, 2004. http://ndltd.ncl.edu.tw/handle/55758655392816810225.
Full textAbstract:
碩士輔仁大學
管理學研究所
92
In recent years, the airlines passenger service grows vigorously. There are a lot of airlines of different nationalities in the airlines passenger service industry. Due to limited time and resources, people need some external information to choose among airlines in a quick way. Previous researches have proved that country of origin is an important external information for consumers to evaluate the value of the products. However, few researches have examined the effect of country of origin on invisible service product. In order to fill the gap, this study tries to address the effect of country of origin based on PZB service quality model together with one added variable “brand awareness”. Besides, experience property is adopted as moderating variable. To empirically test the model, 251 valid survey data are collected by convenience sampling method. Statistical results of this research are as follows: 1.Country of origin has positively impact on consumer’s expected service. 2.Brand awareness has positively impact on consumer’s expected service. 3.Country of origin has greater impact on consumer’s expected service than brand awareness. 4.The interference effect of experience property results on the link of country of origin and expected service is not significant. 5.The interference effect of experience property results on the link of brand awareness and expected service is not significant. 6.The difference between perceived and expected service has positively impact on service quality evaluation.
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Hong, Yu-Xin, and 洪郁欣. "A study of Visitor recreation experience, Tourism perceived value and ride satisfaction to Re-take Intention－Take a passenger ship in Penghu as an example." Thesis, 2017. http://ndltd.ncl.edu.tw/handle/umtk86.
Full textAbstract:
碩士朝陽科技大學
休閒事業管理系
105
Passenger ships and Penghu are interdependent travel tools, while boosting domestic passenger fleet rates. To this end, the purpose of this study is to explore the impact of tourists' " Visitor recreation experience ", " Tourism perceived value " and " Ride satisfaction " on the " Re-take Intention " of passengers traveling to Penghu. In this study, 500 questionnaires were sent to visitors from Penghu Tourism to Maong Port, and the recovery rate was 93%. The results show that the majority of sex boys, married the most, the age of 26 to 30 years old, the highest number of high school, the service industry for the most to the south for the most monthly income of 30001 ~ 4000 yuan up. The return analysis shows that the tourists 'recreation experience, the perceived value of tourism and the satisfaction degree have a significant positive effect on the multiplication intention, among which the tourists' recreational value, travel satisfaction value and ride satisfaction satisfaction are taken as the middle height. Take the highest degree of satisfaction with satisfaction. The results of the multivariate variance analysis show that the basic characteristics of the visitors are in the tourist recreation experience, the perceived value of tourism, the satisfaction of the ride, and the willingness to take the tourists. This study proposes to enhance the passenger and beverage sector, restaurants, entertainment facilities related income, to further enhance the passenger equipment and income. Increase the domestic island off passenger cruise, so that visitors have a roundabout-like experience, and improve the other island's sightseeing effect. Increase passenger activity, to attract different tourists and then wish to ride.
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Carreira, Rui Alexandre Salgado. "Designing the travel experience : identification and incorporation of passengers experience requirements in new bus body development." Doctoral thesis, 2012. http://hdl.handle.net/10216/65661.
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Carreira, Rui Alexandre Salgado. "Designing the travel experience : identification and incorporation of passengers experience requirements in new bus body development." Tese, 2012. http://hdl.handle.net/10216/65661.
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Champane, P. E. "Airline operating costs and passengers travel experience : e-commerce perspective / P.E Champane." Thesis, 2012. http://hdl.handle.net/10394/14313.
Full textAbstract:
This study aims at establishing if the benefits of adopting e-Commerce can improve the
airlines competitive advantage (by reducing its distribution costs) and improve the
passenger travel experience. The researcher was motivated by the effective use of e-Commerce by other airlines to reduce their product distribution costs, helping them increase profits and become more competitive in the market. The researcher targeted Air Botswana primarily due to the fact that the Airline launched its e-Commerce website in January 2010.
Relevant and credible literature on air transport management and e-commerce strategies is reviewed in order to ensure the research findings are credible for the purposes of developing this new and informed knowledge. This paper utilises the Saunders research 'onion' to set out a clear path for the purposes of guiding the researcher throughout the study from the initial understanding of the research philosophies, through the approaches and choice of research strategies necessary for generating and analysing quality data. The researcher also targeted 100 passengers on board various flights on Air Botswana and distributed questionnaires to capture data which would fulfil the study's objectives, mainly, to determine the significance of the adoption of e-Commerce on the passenger travel experience, and to recommend how the airline can leverage on this technology in sustaining business survival and growth.
Based on the data analysis, a conclusion is drawn that, the airline has an opportunity to
reduce its in-direct expenses, primarily ticket distribution costs, by selling directly on its
website instead of subscribing to global distribution providers. A further conclusion is made that the passenger travel experience, which begins with a ticket purchase. is further improved by availing fares and other airline services online. This finding may motivate the airline to change its product distribution strategy in order to take advantage of the benefits of selling its ticket stock direct on-line.Thesis (M. Business in operations and decision management) North-West University, Mafikeng Campus, 2012
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Tsui, Ni-Cheng, and 崔妮臻. "Coach Passengers' Waiting Experience Model: Considering Perceived Crowding and Public Self-conciousness Disposition." Thesis, 2006. http://ndltd.ncl.edu.tw/handle/74876855217928758581.
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Su, Mei-Hua, and 蘇美華. "A Study on the Perceived Quality, Experience Value and Customer Satisfaction of Business Class Passengers." Thesis, 2018. http://ndltd.ncl.edu.tw/handle/669w65.
Full textAbstract:
碩士國立嘉義大學
管院碩士在職專班
106
This study mainly discusses the relationship between domestic and international aviation-business customers on airline perceived quality, experience value, and customer satisfaction. The two main aviation business customers in the country are surveyed to collect variable data. The analysis focuses on two aspects: (1) the perception of different passenger attributes in each variable; (2) the establishment of a structural equation model of the relationship between customer behaviors investigate the impact relationship among various variables; then, based on the analysis results, propose relevant improvement suggestions. The study found that: (1) The age, educational level, income of the passengers, and the use of ticket purchase methods vary according to the nature of the differences; (2) The perceived quality has a positive relationship with the experience value; (3) The hypothesis that the experience value of customer satisfaction study has not been supported can not prove that it has an impact; 4) Perceived quality has a positive relationship with customer satisfaction; the above results are combined, except for hypothesis 2 which has not been supported, other assumptions. Both are established. Therefore, this study hopes to explore the business traveler by using international airlines of the Taiwanese aviation industry to expand the business traveler source, and to conduct a complete discussion and analysis on the airline’s overall perceived quality, experience value for travel, and overall satisfaction. .
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Walker, Kaye B. "The role of interpretation in sustainable tourism: a qualitative approach to understanding passenger experiences on expedition cruises." Thesis, 2007. https://researchonline.jcu.edu.au/2098/1/01front.pdf.
Full textAbstract:
The challenge of any research in sustainable tourism is not only how to measure or assess the achievement of sustainability, but also how to implement such. A current trend in both practice and research is to consider the conduct of ecotourism as a means to achieve the concepts of sustainable tourism and the principles of sustainability. This thesis proposes that one of the avenues that ecotourism may contribute to the principles of sustainability is through the interpretation delivered as an integral component of this type of tourism. An inductive qualitative methodological approach is presented and a model of effective interpretation has been developed. This model is called The Value Model of Effective Interpretation 1. The model identifies interpretive activity features, outcomes and the pathways that will most likely lead to value based responses. A new theoretical interpretive approach has been developed in conjunction with the model and is referred to as the “Personal Insight Interpretive Approach”. The premise of the model and the approach is that specific interpretive features and outcomes are facilitated via a ladder of abstraction and means-end analysis techniques. These techniques facilitate and identify the participants’ cognitive placement of thematic messages and experience with personally significant values which link to environmentally or culturally responsible “Intentional Behaviours”. The model has been placed into a Research and Applied Framework in order to incorporate community orientated values and goals into the sustainable tourism process. This is achieved via a multidimensional ecotourism operation with a multicentric interpretive approach, known as Expedition Cruising. The thesis was guided by the hypothesis that it is only when newly acquired or enhanced knowledge and experience takes on personal psychological significance in the form of values or beliefs that interpretation can be considered to be effective. (Walker, 2006)
Chapter 1 presents the overall Research Aims and the findings of a literature review that established the relationships between the research components of sustainability, sustainable tourism, ecotourism, interpretation and community and identified the contexts in which interpretation could contribute to achieving the principles of sustainable tourism. In doing so, a number of gaps in the research became evident which included the identification of comparative evaluative components of effective interpretation, methods of assessment and evaluation with respect to achieving the principles of sustainability, and a framework incorporating and connecting the tourist and the community through interpretation.
Chapter 2 draws together the key findings of the literature review with the development of a framework to guide the proposed research and justifies the methodological approach used to conduct the research. This is an inductive qualitative approach utilising the Means-end Analysis technique for Expedition Cruise passenger responses to their interpretive experience. Three case studies were conducted, consisting initially of multiple expedition cruises and then progressively more specific locations during certain cruises. The data collection methods include open-ended written questionnaires, in-depth interviews and participant observation. The broad research aims presented in Chapter 1 are translated into three Parts with associated Key Research Questions, and the use of Expedition Cruising as the platform for this investigation is described.
Chapter 3 presents Study 1 which investigates the Environmental Values and Interpretation components of the Research Framework, and addresses the Key Research Questions of Part 1, Environmental Sustainability. It is based upon research conducted during four Expedition Cruises in Alaska and the data is compared to the interpretive objectives of the environmental management agency for that region. The findings resulted in the development of The Value Model of Interpretation which was the initial model used for comparison and re-evaluation of findings throughout the research. This model depicted the interpretive attributes and benefits which passengers perceived to be most important, with the most significant representation of “Environmental awareness”.
Chapter 4 presents Study 2 which initialises investigation of the Community Values component of the Research Framework and is based upon a cultural Expedition Cruise experience on Stanley Is, Great Barrier Reef, Australia. Traditional Owner guides conducted the interpretation and the community’s interpretive aims were compared to the passengers’ value based responses. There were correlations as well as interesting findings regarding a “sense of place” interpretive approach linking to the facilitation of a “care of place” represented by the participants’ major identification of the personal value of “Cultural/environmental concern”.
Chapter 5 presents Study 3 which finalises the investigation of the Community Values and Model development components of the Research Framework, and addresses the Key Research Questions for Parts 2 and 3, Community Sustainability and The Value Model of Interpretation. This study was conducted during and after an Expedition Cruise visit to Easter Island, Chile. The findings identified a substantial representation of the beneficial outcome of “Cultural tourism awareness” and the greatest representation in the research of the value “Self appreciation” which refers to the identification of personal insights. An overall analysis of the data suggested the development of personal insights created linkages to post-experience intentional behaviours. The Value Model of Effective Interpretation 1 was developed as well as an interpretive theory called the “Personal Insight Approach” which allies strongly with the “Mindfulness” approach.
Chapter 6 concludes the thesis by addressing the original Research Aims, suggesting future research and commenting on its contribution to theory and application in the fields of study. Major contributions included the development of: a new model of effective interpretation; an operation framework for incorporating this model and community orientated values into the sustainable tourism process; an evaluative and investigative research methodology; effective interpretation and sustainability indicators; a new theory in interpretive research.
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Tung, Shih-Wei, and 董士偉. "Effects of Servicescape and Waiting Experience on Passengers' Behavioral Intentions and Choice Behavior in Scheduled Coach Service." Thesis, 2005. http://ndltd.ncl.edu.tw/handle/52032973323858134129.
Full textAbstract:
碩士國立交通大學
運輸科技與管理學系
93
Abstract With the competition of market of scheduled coach service being heated, if the managers want to continuously develop, they should understand passengers' behavioral intention and actual behavior of choices in advance, so the managers could provide more high-standard service according to passengers' specialties of demand. In the past, the research of passenger's intention and behavior often discussed the factors, such as fare, service quality, perceived value, etc., but lack for discussing the effects of servicescape and waiting experience. In order to find out the key factors of overall service quality more specifically, this study took the constructs of these variables into consideration. We used two stage research methods in order to identify what relevant factors affect passengers' behavior and intention in which way. First, we applied “Structural Equation Modeling, (SEM)” for discussing whether these factors will affect passengers' behavioral intention in scheduled coach and find the cause and effect between them. Then we applied “Discrete Choice Modeling, (DCM)” for discussing whether the leading factors which affect passengers' behavioral intention will affect passengers' actual behavior of choices in scheduled coach. We expected that we could understand these key factors of the relationship and intensity, which affect the passengers' intention of repurchasing and behavior of choice in scheduled coach service, as a reference of the marketing strategy for the scheduled coach company. Our subjects of research include five companies (Hsinchu-Sanchung bus, Kuo-Kuang bus, How-Tai bus, Freego bus, Ya-Lan bus) which operate short-term (Taipei-Hsinchu) scheduled coach and three companies (Kuo-Kuang bus, Tung-Luan bus, Ho-Hsin bus) which operate long-term (Taipei-Tainan) scheduled coach. The investigator got on the bus and gave the questionnaire to the passenger, and began to fill out and answer after explaining in detail the content of the questionnaire, when the passenger got off, the investigator retrieved the questionnaire immediately. Granting 713 questionnaires altogether in this research, the effective questionnaires are 640. The result of the SEM research showed that the main factor which affects the behavioral intention is the value of service perceived by passengers. Among the variables that affect the value of service, the positive effects of the overall service quality are larger than those of the reasonability of the fare. And in the variables that affect overall service quality, the positive effects of the servicescape are larger than those of the waiting experience. The result of the DCM showed that the dimension of “ambient conditions” and “signs and symbols” in the servicescape, and “service provider’s control over delay” dimension and “delay” dimension in waiting experience, reasonability of fare, overall service quality (significant in long-term), passengers' socioeconomic characteristics and trip characteristics greatly affected passengers' actual behavior of choices in scheduled coach. The elasticity of price showed that, the sensitivity of long-term passengers' price was higher than short-term passengers. On the other hand, Strategy sensitivity analysis showed that, if the short-term companies’ operators are willing to promote their market share, they should improve passengers’ satisfaction in “control over delay” dimension in waiting experience; if the long-term companies’ operators want to promote their market share, they should improve passengers’ satisfaction in “signs and symbols” dimension in the servicescape. In the managerial implication, there are five specific suggestions for passengers to have positive behavioral intention and to be more willing to decide to take the coach. 1. Set a reasonable fare. 2. Provide a service that accord with passengers’ expectation. 3. Promote service level of servicescape. 4. Provide good waiting experiences for passengers. 5. Take competitors and environment into consideration, and set proper market segmentation.
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Carvalho, Carla Patrícia Nobre Marques. "Airport management strategies in recovery the air flight disruption: the case in the Lisbon Humberto Delgado airport." Master's thesis, 2019. http://hdl.handle.net/10071/19723.
Full textAbstract:
Airport disruption is a common situation and is expected to happen from time to time which can result from external and internal situations/factor.
This dissertation aims to analyze the perception of passengers regarding disruption situations in the Lisbon Humberto Delgado Airport and to propose strategies and actions undertaken by the airport and the airline companies to improve the passenger experience and customer/passenger satisfaction.
If disruption is foreseen to happen, in certain situations/factors, it can be predicted and planned/corrected in advance to diminish its effects.
Also, when a disruption situation arises, the management process that is developed to provide a high level of satisfaction for the passengers is quite complex and challenging for the airport operator. Even so, the airport operator only has partial control of all the processes that make up the final offered service or product. The main research questions guiding this study are: aren’t passengers expecting from the airport management mechanisms to prevent this kind of situations? How can the airport improve passengers experience and offer customer value at the same time in a situation of disruption?
A combined qualitative (personal deep interview with the Lisbon Airport Deputy Director and the Lisbon Hub Manager from the Portuguese flag company – TAP) and quantitative methodology (survey addressed to the passengers that used the Airport LHD in the summer of 2018, where 471 questionnaires were accepted). By analysing the obtained results, it was possible to demonstrate that the causes of disruption affect the level of satisfaction of the passengers as well as the actions taken by the airport and the airline. The level of information (high or low) that the passengers receive causes their level of satisfaction or unsatisfaction to increase or decrease with the operators.A disrupção nos aeroportos é uma situação comum e expectável de tempos a tempos, tanto pode resultar de situações/factores internos e externos. Esta dissertação tem como objetivo analisar a percepção dos passageiros sobre situações de disrupção no Aeroporto de Lisboa Humberto Delgado e propor estratégias e acções empreendidas pelo Aeroporto e pelas companhias aéreas para melhorar a experiência do passageiro e a satisfação do cliente/passageiro. Se houver previsão que venha a ocorrer uma situação de disrupção, em determinadas situações/factores, esta pode ser prevista e planeada/corrigida com antecedência de modo a diminuir os seus efeitos. Além disso, quando surge uma situação de disrupção, o processo de gestão desenvolvido para proporcionar um elevado nível de satisfação aos passageiros é bastante complexo e desafiante para o gestor do aeroporto. Mesmo assim, o gestor do aeroporto tem controlo parcial de todos os processos que compõem o serviço ou produto final oferecido. As principais questões de pesquisa que guiaram este estudo foram: será que os passageiros não esperam mecanismos de gestão por parte do aeroporto para gerir este tipo de situações? Como pode o Aeroporto melhorar a experiência dos passageiros e ao mesmo tempo oferecer valor ao cliente numa situação de disrupção? Uma metodologia qualitativa (entrevista presencial com o director do Aeroporto de Lisboa e o director do Hub de Lisboa da companhia de bandeira Portuguesa – TAP) e quantitativa combinada (questionário dirigido a passageiros que utilizaram o Aeroporto LHD no verão de 2018, em que 471 questionários foram validados). Pela análise dos resultados obtidos, foi possível demonstrar que as causas de disrupção afectam o nível de satisfação dos passageiros assim como as acções tomadas pelo aeroporto e pela companhia aérea. O nível de informação (alta ou baixa) que os passageiros recebem faz com que a sua satisfação ou insatisfação aumente ou diminua com os operadores.
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Ramos, Miguel Gomes. "Analysis of gender inequalities in public transport services in Lisbon and policies to mitigate them." Master's thesis, 2020. http://hdl.handle.net/10071/21732.
Full textAbstract:
Nowadays the increasing use of public transport (bus, subway, and suburban trains) is of great
importance due to issues related to the social sustainability and personal well-being. Public
transportation is considered an alternative for many of these people to dislocate to several places
for several purposes in their daily routine (work, college/school, leisure and so on). The
perceptions that the people have on public transportation and its journey can be negatively
influenced by the phenomena of the congestion and overcrowding, which can lead to very serious
constraints as being late for an important commitment in a certain place and even negatively
affect their experience during the trip, leading that the people choose private transportation and
transportation platforms like Uber, mytaxi, Cabify, among others. This dissertation aims to
identify factors that are responsible for gender inequalities verified in the sector of public
transportation and measures that can mitigate these inequalities. A study took place in the
Metropolitan Area of Lisbon and 250 replies were collected. The data was analysed with
parametric and non-parametric statistic methods. A comparison among the users of public and
private transport takes place and the areas that should be the priorities of the operators of public
transport in Lisbon area are identified. The main conclusion of this study is that security
perceptions vary among men and women both in private and public transport users and that some
changes in the operation of public transport can increase the feeling of security to women.O cada vez maior recurso aos transportes públicos reverte-se de uma grande importância devido a questões relacionadas com a sustentabilidade social e o bem-estar. A oferta de transportes públicos é considerada uma alternativa para muitas destas pessoas para se deslocarem aos mais diversos locais para as mais diversas finalidades no seu dia-a-dia. As perceções que as pessoas têm do transporte público e das viagens associadas a este pode ser negativamente influenciada pelos fenómenos da congestão e do overcrowding, podem levar a diversos constrangimentos bem sérios como chegar tarde a um compromisso importante num determinado lugar e afetar negativamente a sua experiência mesmo no decorrer da viagem, levando a que as pessoas optem pelo transporte privado ou plataformas como a Uber. Esta dissertação tem como objetivo identificar factores que são responsáveis por desigualdades de género verificadas no sector do transporte público e medidas que podem mitigar essas desigualdades. Um estudo teve lugar na área metropolitana de Lisboa e 250 respostas foram obtidas. A informação foi analisada com metodos estatísticos paramétricos e não paramétricos. Uma comparação entre os utilizadores de transporte público e privado teve lugar e as áreas que deviam ser as prioridades dos operadores de transporte público na área de Lisboa foram identificadas. A comparação principal deste estudo é que as perceções de segurança variam entre homens e mulheres quer nos/as utilizadores/as de transporte público, quer nos utilizadores/as de transporte privado e que algumas mudanças na operação do transporte público podem aumentar o sentimento de segurança do sexo feminino.
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Liu, Hsiu-Chuan, and 劉秀娟. "A Study on Passengers’ Cognition of Needs and Perceived Experiences on Service Area of the National Freeway – Using Gu－Keng Service Area as an Example." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/60872775104285064972.
Full textAbstract:
碩士大葉大學
管理學院碩士在職專班
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The main purpose of this study was to examine tourists’ demands for services pro-vided in national highway rest-areas and their perceived experiences. Using the “Ques-tionnaire on Tourists’ Demands and Perceived Experiences” as the research tool, a total of 488 valid copies responded to by interviewed tourists were retrieved, and the data was analyzed using the statistics software package of SPSS 12.0. The findings yielded are as follows: 1. Tourists have high demands for the services provided in the Gukeng Service Area, especially in terms of service, food services, and facilities. In contrast, they have lower demands for recreational, entertainment, and educational features or shops. 2. The respondents’ satisfaction with the Gukeng Service Area was at a moder-ate-high level. They were most satisfied with the perceived experience with the envi-ronment, followed by the perceived value of expenses and experience with marketing; the differences between these constructs were quite minimum. 3. The respondents of different background variables show significant differences in terms of the demand for services and perceived experiences. Lastly, recommendations are proposed based on the findings, serving as references for the managerial department of service areas and future researchers. Key Words: service area, demand-related cognition, perceived experience
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Jogoo, Luchmun Shikha. "Competitiveness of domestic airlines in Australia: the effect of experience quality, brand image and perceived value on behavioural intentions." Thesis, 2018. https://vuir.vu.edu.au/37837/.
Full textAbstract:
Air travel has contributed significantly to economic growth, tourism, world trade and
international investment over the years. In addition, airlines have played an important
part in bringing families together, growing friendships, allowing businesses to go over
and across borders and transport goods in a timely manner. The landmark changes in the
economic environment have led to ever-stronger competition in the airline industry.
Low-cost carriers (LCCs) have entered the market and established themselves by
penetrating significant parts of that market. This has led to dramatic changes in the
competitive landscape and, in this new setting, it is imperative to take a market-oriented
approach. However, little research has been conducted on factors associated with
achieving competitiveness in full service carriers (FSCs) and low cost carriers (LCCs),
particularly in the context of Australian domestic airlines. The aims of this study
therefore were to gain a better understanding of passenger travel preferences, travel
patterns and the demographic characteristics of FSC and LCC passengers in Australia,
and the impacts of their experience quality, brand image and perceived values on
behavioural intention. Comparisons were made between the two groups of airlines
(FSCs and LCCs) in regard to these aspects. In addition, this study examined the factors
influencing passengers’ behavioural intention, as perceived by both airline management
and passengers in the context of Australia’s domestic airline industry.
A research framework was developed based on an extensive and critical review of the
relevant literature. This conceptual framework aimed to investigate the relationships
between key constructs. In order to test the conceptual framework, a mixed methods
approach involving a sequential design was used, comprised of a qualitative (Part 1) and
a quantitative study (Part 2). Part 1 included semi-structured interviews with eight
informants to seek deeper insights into airline management perceptions of the factors
contributing positively to airline passengers’ future behaviour. Part 2 involved a
questionnaire-based survey of 316 passengers who had travelled domestically within
Australia in the previous 12 months. This was designed to examine and compare the
extent to which the factors of experience quality, brand image and perceived value had
an impact on the behavioural intention of FSC and LCC customers.
The findings from the qualitative stage identified cost/price, products, innovation,
technology, service and brand image as the main factors that airline management considered important in terms of getting future patronage from customers. Findings
from the quantitative stage showed that there were statistically significant differences in
passengers’ demographics between the two groups (FSCs and LCCs) on their travel
preferences and travel choices. It was also found that there were statistically significant
differences of experience quality, brand image and perceived value between FSC and
LCC passengers. The findings also indicated that experience quality, brand image and
perceived value had a positive effect on customers’ behavioural intentions for both
FSCs and LCCs.
Based on the findings, suggestions for refined strategies have been made. It is
recommended that airline marketers focus on achieving the goals that make customers
purchase, by being distinctive. In addition, in order to ensure that consumers keep
buying a particular brand, airlines need to stand out from their competitors so that
buyers can easily identify them. The next strategy recommendation for airline marketers
is to adopt a passenger-centric approach, putting passengers at the centre of future
solutions, so that their evolving needs, desires, and values are used to guide
enhancements to existing core service/product functionality. It is also advised that
offering low fares only is not sufficient, low cost needs to be augmented by good
service levels. Lastly, it was recommended that airlines keep in mind what made them
successful in the first place (service for FSCs and low fares for a LCCs) and that they
continue building on this in the long-term.
FSC customers voiced their willingness to repurchase and recommend airlines for the
following reasons: peace of mind, positive experiences, sharing experiences with others,
trust, safety, helpful staff, a smooth check in process, good image, and peer influence.
LCC customers were willing to repurchase and recommend airlines to others based on
such factors as: enjoyment, relaxation, sharing experiences with others, a colourful logo,
kind and knowledgeable staff, a smooth check in process, and value for money.
Several limitations were identified and acknowledged in this study. The data collected
from an online platform for Part 2 may not represent the vast geographical region of
Australia. The interviews were conducted only with the managers of Jetstar/Qantas and
their views may not represent the management of other airlines.
Further research could be conducted with more representative data using random
stratified sampling techniques for the survey, and input from Virgin and Tiger
management. A longitudinal research design could be conducted to verify behavioural
intentions against actual future behaviours.