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Journal articles on the topic 'Passenger service'

Author: Grafiati

Published: 4 June 2021

Last updated: 25 July 2025

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1

Das, Amsori M. "Persamaan Struktur Loyalty Modelling Pengguna Public Transport Railway MRT- SBK Greaters Kuala Lumpur Malaysia." Jurnal Ilmiah Universitas Batanghari Jambi 20, no. 3 (2020): 895. http://dx.doi.org/10.33087/jiubj.v20i3.1078.

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In the context of transportation, the passenger loyalty is a measurement of the level of passenger’s willingness to use a similar public transport. The goal of this study is to examines and identifies factors that influencing passenger loyalty. Three factors such as satisfaction, service value, services quality was predicted as an influential factor towards passengers’ loyalty. The Mass Rapid Transit (MRT) for Sungai Buloh to Kajang (SBK) line in Kuala Lumpur conurbation was used as a case study and 555 respondents have contributed to this study. Structural equation modelling (SEM) was used to

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Ibrahim, Ahmad Nazrul Hakimi, Muhamad Nazri Borhan, Nur Izzi Md. Yusoff, et al. "Gender and Age Do Matter: Exploring the Effect of Passengers’ Gender and Age on the Perception of Light Rail Transit Service Quality in Kuala Lumpur, Malaysia." Sustainability 13, no. 2 (2021): 990. http://dx.doi.org/10.3390/su13020990.

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Light rail transit (LRT) is a sustainable transportation mode that ensures sustainable environmental, economic, and social development. Generally, the rate of public transportation usage in many parts of the world remains low compared to private vehicles. There is a need to understand passengers’ perception of public transportation service quality to enhance passenger satisfaction and increase ridership. Thus, this study used the Kuala Lumpur LRT service as a case study to investigate the effect of a passenger’s gender and age on their perception of the LRT service quality and their overall sa

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Nugraha, Setiya, Yosi Pahala, and Mustikasari Mustikasari. "Influence of Product Quality, Service Quality and Service Facilities on Passenger Satisfaction Soekarno-Hatta International Airport (Case Study on Luggage Service at The Airport)." Dinasti International Journal of Management Science 6, no. 2 (2024): 251–61. https://doi.org/10.38035/dijms.v6i2.3619.

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This study was conducted along with the increasing number of air passengers at Soekarno-Hatta International Airport so that it must be supported by optimal services and still ensure flight safety and security. This study aims to analyze the effect of product quality, service quality, and service facilities on passenger satisfaction at Soekarno-Hatta International Airport, especially on baggage services. This study uses a quantitative approach with a survey method, where data is obtained through questionnaires distributed to 150 passengers at Soekarno Hatta Airport. Data analysis was carried ou

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Wahyoe, Wahyoe. "Kinerja Pelayanan Check In Counter di Bandar Udara Juanda Surabaya Berdasarkan Level of Services." WARTA ARDHIA 37, no. 3 (2011): 294–307. http://dx.doi.org/10.25104/wa.v37i3.173.294-307.

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The Passenger of service equipment facility is a facility of quality and quantity that directly telt by the passengers. The Limitations of passenger service equipment facility will impact to build up the queue of passengers waiting to be serve. For example, check-in counter service facility is a passenger service facilities at terminal departure which often cause the queue. Leisure passengers at an airport is one of airport success in serving passengers. Related to the above, need to do an assessment of service performance check-in counter at Juanda airport in Surabaya based on the level of se

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Iqbal, Asif, Muhammad Sufyan, Abdul Salalm, Muhammad Ali Shaikh, and Muhammad Faizan Khan. "When Satisfaction Takes Flight: Unraveling the Impact of Passenger Satisfaction on Passenger Loyalty with the moderating role of Price Sensitivity in Airline Industry." Research Journal for Societal Issues 5, no. 3 (2023): 73–95. http://dx.doi.org/10.56976/rjsi.v5i3.138.

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The airline industry is highly competitive, and airlines need to provide high-quality services to attract and retain customers. This study examines how airline service quality, safety regulations, airline safety and empathy affect consumer satisfaction and how price sensitivity moderates this effect. Airlines must deliver high-quality services to attract and keep customers in a competitive industry. Moreover, how price sensitivity moderates the relationship between service quality and passenger satisfaction. The results indicate that airline service quality, safety requirements, safety, and em

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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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Mtafya, Reston, and Darlene Mutalemwa. "Exploring the Impact of Airport Services on Passenger Satisfaction in Tanzania: A Case Study of Julius Nyerere International Airport." African Journal of Empirical Research 5, no. 4 (2024): 332–49. http://dx.doi.org/10.51867/ajernet.5.4.26.

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Satisfying passengers at the airport has been the cornerstone for airlines and airports in air transport service. This study aimed to understand the effects of airline-related quality service dimensions on overall passenger satisfaction at airports. The study intended to analyse the effect of pre-flight, in-flight, and post-flight services on passenger satisfaction at the airport. Passengers begin to interact with air transport services when booking a ticket, and airline-related service dimensions are considered part of the broader concept of airport services, which should be integrated as the

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Kumar, Dr Manoj, and Krishan Kant Meena. "A Study on Air Traveller’s Satisfaction of Service Quality for Jaipur International Airport (JIA)." Indian Journal of Management and Language 2, no. 2 (2022): 25–32. http://dx.doi.org/10.54105/ijml.b2050.102222.

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This paper explores on service quality of an Jaipur International airport, which is more influenced on the passenger satisfaction. Measuring and improving service quality has become an important. The quality of airport services for passenger is investigated in this paper using Airport Council international Airport service Quality (ASQ) method. The data were collected through structured questionnaire addressed to departing and arrival passengers. Passengers expressed their perceptions according to an ordinal verbal scale about some service factors concerning aspects such as Check-In, security,

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9

Setiawan, Rudy. "The Effect of Service Quality and Service Value on Suroboyo Bus Passenger Satisfaction." IOP Conference Series: Earth and Environmental Science 830, no. 1 (2021): 012005. http://dx.doi.org/10.1088/1755-1315/830/1/012005.

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Abstract It is important for the public transit operator to understand the effect of service quality and service value on passenger satisfaction, to maintain passengers loyalty and to attract more passengers. This study analyzed the effect of service quality and service value on Suroboyo Bus passengers satisfaction. Data were collected from a random sample of 300 Suroboyo Bus passenger and was analyzed using Structural Equation Modelling. Results show that service quality has significant positive effects on the service value, and both the service quality and the service value have significant

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Setiawan, Rudy. "The Effect of Service Quality and Service Value on Suroboyo Bus Passenger Satisfaction." IOP Conference Series: Earth and Environmental Science 830, no. 1 (2021): 012005. http://dx.doi.org/10.1088/1755-1315/830/1/012005.

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Abstract It is important for the public transit operator to understand the effect of service quality and service value on passenger satisfaction, to maintain passengers loyalty and to attract more passengers. This study analyzed the effect of service quality and service value on Suroboyo Bus passengers satisfaction. Data were collected from a random sample of 300 Suroboyo Bus passenger and was analyzed using Structural Equation Modelling. Results show that service quality has significant positive effects on the service value, and both the service quality and the service value have significant

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Usman, Agus, Yudi Azis, Budi Harsanto, and Anton Mulyono Azis. "The Impact of Service Orientation and Airport Service Quality on Passenger Satisfaction and Image: Evidence from Indonesia." Logistics 7, no. 4 (2023): 102. http://dx.doi.org/10.3390/logistics7040102.

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Background: Airport service quality and service orientation are important aspects of managing passenger satisfaction and airport image. The aim of this paper is to analyze the influence of service orientation and airport service quality on airport image through passenger satisfaction as an intervention variable. Methods: The survey was conducted on 356 passengers at the departure area and lounge. Samples were taken at five major airports in Indonesia, including Soekarno Hatta International Airport. To test the influence of exogenous variables on endogenous variables through intervening variabl

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Prahara, Eduardi, and Larasati Putri. "The Analysis of Passenger’s Facilities Level of Service on Jakarta - Bogor Commuter Line’s Stations Using PTV Viswalk." IOP Conference Series: Earth and Environmental Science 1324, no. 1 (2024): 012004. http://dx.doi.org/10.1088/1755-1315/1324/1/012004.

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Abstract To accommodate the increasing number of passengers of DKI Jakarta which is Indonesia’s economic center, largely relies on public transit, notably rail transportation. Data on volume, density, speed, annual passenger volume, and passenger growth projections for the following ten years are needed to evaluate passenger’s facilities level of service in platform area based on Ministerial Regulation No. 29/PRT/M/2011 concerning the Technical Construction of Railway Stations and the Highway Capacity Manual of 2006. The Level of Service (LOS) is then calculated from the data using PTV Viswalk

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Dr., Manoj Kumar, and Kant Meena Krishan. "A Study on Air Traveller's Satisfaction of Service Quality for Jaipur International Airport (JIA)." Indian Journal of Management and Language (IJML) 2, no. 2 (2022): 25–32. https://doi.org/10.54105/ijml.B2050.102222.

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<strong>Abstract:</strong> This paper explores on service quality of an Jaipur International airport, which is more influenced on the passenger satisfaction. Measuring and improving service quality has become an important. The quality of airport services for passenger is investigated in this paper using Airport Council international Airport service Quality (ASQ) method. The data were collected through structured questionnaire addressed to departing and arrival passengers. Passengers expressed their perceptions according to an ordinal verbal scale about some service factors concerning aspects s

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Wahyuni, Eni Tri, and Aan Rubiyanto. "Peningkatan Pelayanan Calon Penumpang Kapal Studi Kasus di Perusahaan Pelayaran." Dinamika Bahari 2, no. 2 (2021): 119–24. http://dx.doi.org/10.46484/db.v2i2.287.

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Shipping companies engaged in services are very concerned about service users. One of the companies engaged in services, especially on passenger ships, is very concerned about the satisfaction of service users for the sustainability of the company. This study aims to find out how the passenger service at PT Atosim Lampung Pelayaran is implemented at the Port of Tanjung Emas Semarang. It is hoped that with good service, passenger service time will be faster and more efficient. However, in the process of serving passengers at PT Atosim Lampung Shipping Semarang branch is still experiencing sever

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Decha, Oraphan. "IMPACT OF SERVICE QUALITY, SATISFACTION AND PASSENGERS BEHAVIOUR OF FULL-SERVICE AIRLINES OPERATING IN THAILAND." EUrASEANs: journal on global socio-economic dynamics, no. 5(18) (October 1, 2019): 65–78. http://dx.doi.org/10.35678/2539-5645.5(18).2019.65-78.

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 Airline companies today are faced with various challenges such as cutting price, managing fluctuating demand, and meeting quality requirements. In addition to these issues, intense competition in the global airline industry has intensified the importance of customer perception of service quality. Numerous studies demonstrate the dependence of airline’s market share, revenues, positive word of mouth, and customer retention on consumer perception of service quality, and in turn, on customer satisfaction and loyalty. This paper explains the relationship between service quality, satisfactio

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Palamarchuk, Gennadiy, Ol'ga Borodina, and Natal'ya Ivanova. "Architecture of the System for Data Collection from Transducers for Behavior Monitoring of the Passenger of Airborne Transport-Logistic Junction." Proceedings of Petersburg Transport University 19, no. 4 (2022): 856–66. http://dx.doi.org/10.20295/1815-588x-2022-4-856-866.

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Purpose: The issues of increasing the efficiency of passengers’ ground service in airborne-transport logistic junctions are considered. Ground service processes are predictable from the point of transport system theory and are normalized using time-schedule theory tools. Actions or inaction in the service processes of a passenger as a process participant introduce an accidental element into transport system. Managing passenger’s initiative does not affect the predictability of the end time of ground service operations. The article proposes the description of the processes of logistic junction

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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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Rajković, Dragan, and Saša Vasiljević. "Service quality management in public passenger transport." Tehnika 75, no. 4 (2020): 403–10. http://dx.doi.org/10.5937/tehnika2003403r.

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One of the primary targets in performing and providing a transport service is the quality of that service. The procedure of working in transportation is specific, especially in public passenger transport, where the users or passengers are present in creating and providing the service. A huge number of methods and standards are available to the carrier in order to manage the service quality and customer satisfaction. The paper presents elements of quality management system (QMS) with focus on public passenger transport (PPT). Specific standards for the quality of passenger transport services EN

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Golenya, Yu V. "Efficiency of using our own bus fleet in multimodal door-to-door service." Transport Technician: Education and Practice 2, no. 3 (2021): 300–307. http://dx.doi.org/10.46684/2687-1033.2021.3.300-307.

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In the passenger transportation segment, there is a trend towards door-to-door travel planning. This direction, which is relevant in the world practice of passenger transportation, with a correctly proposed approach, can also be used in the cities of the Russian Federation.The use of a multimodal method of passenger transportation together with MaaS technologies in case of maximum involvement of carrier operators will allow passengers to significantly reduce travel time and find a way to reduce travel costs.Sophisticated logistics of commuter rail transport routes for all time periods will att

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Vdovychenko, Volodymyr, Igor Ivanov, Serhii Pidlubnyi, and Mykyta Vasyliev. "Assessment of impact of priority movement for urban public passenger transport on the quality of passenger service." Automobile transport, no. 52 (July 26, 2023): 54–63. http://dx.doi.org/10.30977/at.2219-8342.2023.52.0.06.

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Problem. The article presents a view on solving the problem of the management formation measures to improve the quality of public transport services through the feasibility justification of implementing priority movement of urban public passenger transport in relation to the assessment of passengers' perception of the actual travel time along the route. Goal. The purpose of the work is to establish a characteristic relationship between the traffic parameters of route vehicles in the conditions of the priority of urban public passenger transport and time indicators of the quality assessment of

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Erlangga, Aryo, Widodo ., and Denny Langas Siahaan. "The Loyalty of Airport Railink Service Users with Satisfaction Mediation." International Journal of Research and Review 8, no. 8 (2021): 712–21. http://dx.doi.org/10.52403/ijrr.20210894.

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The research objective was to determine the effect of timeliness, convenience, and comfort on the loyalty of Airport Railink service users by mediating the satisfaction of airport train passengers. This research uses a quantitative approach with a survey method and data analysis used descriptive statistics and inferential statistics path analysis. The sample is 100 passengers taken by convenience sampling. The results showed that effect to passenger satisfaction, the results showed that timeliness has a direct effect on passenger satisfaction, ease has a direct effect on passenger satisfaction

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Kierzkowski, Artur, Tomasz Kisiel, and Maria Pawlak. "Management model of passengers service at the airport terminal landside in terms of the level of service assessment." WUT Journal of Transportation Engineering 122 (September 1, 2018): 39–47. http://dx.doi.org/10.5604/01.3001.0014.4480.

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The article presents a model of logistic support for the operation of a ground handling agent at an airport. The presented model enables the assessment of the system in the check-in and security control subsystems. The aim of the model is to forecast the system's assessment from the passenger's point of view. The rating given by the passenger has a significant impact on the non-aeronautical revenues obtained by airports. Therefore, it is a key rating indicator allowing selection of the appropriate number of resources to provide passenger service depending on the given flight schedule. The arti

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WONG, JEHN-YIH, and PI-HENG CHUNG. "Retaining Passenger Loyalty through Data Mining: A Case Study of Taiwanese Airlines." Transportation Journal 47, no. 1 (2008): 17–29. http://dx.doi.org/10.5325/transportationj.47.1.0017.

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Abstract Passenger loads on Taiwanese domestic flights have rapidly declined following the launch of the Taiwan High Speed Rail in 2007. Retaining passenger loyalty is thus a crucial challenge facing Taiwan domestic airlines. This study develops a loyal passenger mining process that is used to assess passenger loyalty and extract their information by a data mining technique from a database. Analytical results demonstrate that loyal passengers had high satisfaction in terms of service preferences, including airport service, passenger cabin facilities, information provision and complaint resolut

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M, Ariyanto, Zulkifli Zulkifli, Darmawanto Darmawanto, Hamirul Hamirul, and Tarjo Tarjo. "Manajemen Pelayanan Penumpang Di Terminal Bus." Jurnal Akuntansi, Manajemen, Bisnis dan Teknologi (AMBITEK) 2, no. 1 (2022): 41–58. http://dx.doi.org/10.56870/ambitek.v2i1.34.

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This paper is to find out the use of bus terminals in serving passengers by using a descriptive method with a qualitative approach and using data collection techniques with interviews, 13 informants with research results Bus terminal utilization of passenger services namely Determining Terminal Locations, arranging terminal supporting facilities, Flow arrangement traffic in the terminal supervision area, scheduling of officers in the terminal and evaluation of the terminal operating system. Obstacles encountered in passenger service to the effectiveness of using bus terminals include traffic f

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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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Petermann, Felix-Marcel, Ole Andreas Alsos, Erik Veitch, Egil Eide, and Morten Breivik. "Touchpoints and systems for unmanned autonomous urban ferry operation." Journal of Physics: Conference Series 2867, no. 1 (2024): 012032. http://dx.doi.org/10.1088/1742-6596/2867/1/012032.

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Abstract Currently, both experimental and commercial autonomous ferry services have a safety operator onboard who monitors the ferry systems, takes care of the passengers’ safety, and gives them the necessary information. Service touchpoints are all the interaction points between the autonomous ferry and the passengers throughout the passenger journey, from planning the trip to reaching their destination. To reach a state where the ferry service can be unmanned, by moving the safety operator into a remote operation centre, several additional systems and service touchpoints are needed to suppor

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Vakulenko, K., N. Sokolova, E. Lezhneva, J. Vetushka, and N. Shyllye. "ASSESSMENT OF THE INFLUENCE OF THE CITY'S ROUTES’ INDICATORS ON THE DECREASE IN PASSENGER INCOME AS A RESULT OF TRANSPORT FATIGUE." Municipal economy of cities 3, no. 163 (2021): 179–86. http://dx.doi.org/10.33042/2522-1809-2021-3-163-179-186.

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One of the requirements of our time is a high-quality public transport service for passengers. Reliability and regularity of traffic, duration and comfort of the trip, traffic safety, availability of equipped and convenient stops - all this and many other factors affect the quality of passenger service. The peculiarities of the organization of passenger transportation, as well as the performance of city routes, affect the psychophysiological state of a person and, as a result, the functional state and the degree of passenger fatigue, which leads to a decrease in his income. The study identifie

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Kriswardhana, Willy, Nunung Nuring Hayati, and Desy R. Septiana. "Passenger satisfaction with railway station service quality: An Ordinal Logistic Regression approach." MATEC Web of Conferences 181 (2018): 07001. http://dx.doi.org/10.1051/matecconf/201818107001.

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The objective of this paper is to examine the service quality dimensions and passenger characteristics and its effect on passenger’s satisfaction on railway station. Jember Railway Station is a survey location where the questionnaires were spread. A total of 400 respondents who departure from Jember Railway Station were selected via convenience sampling method. The effects of characteristics and service quality items on the overall satisfaction were estimated using probabilistic approach. The thirteen service items extracted from Guidelines for Standardization of Railway Stations provide a rep

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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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Choi, Sooyoung, Chaeyoung Moon, Keunjae Lee, Xinwei Su, Jinsoo Hwang, and Insin Kim. "Exploring Smart Airports’ Information Service Technology for Sustainability: Integration of the Delphi and Kano Approaches." Sustainability 16, no. 20 (2024): 8958. http://dx.doi.org/10.3390/su16208958.

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Airport digitalization has revolutionized service delivery at passenger touchpoints, which leads to sustainable passenger loyalty. However, it is critical to determine whether this rapid transition to digital services genuinely enhances passenger satisfaction with airport services. This study uses a mixed-method approach to identify key traditional and technology-driven information services in smart airports. The specific aim is to determine the optimal balance in which digital technologies can effectively replace human-provided services to establish sustainable passenger loyalty. Two rounds o

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An'Nisa Fath Tanar Renngur and Elnia Frisnawati, S.Pd., M.M. "ANALISIS KUALITAS PELAYANAN TERMINAL BANDAR UDARA SENTANI BERDASARKAN KEPUASAN PENUMPANG." Jurnal Publikasi Ekonomi dan Akuntansi 2, no. 3 (2022): 237–48. http://dx.doi.org/10.51903/jupea.v2i3.352.

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One of the services at Sentani Airport is service at the departure and arrival terminals which are handled by TIS (Terminal Inspection Service) officers. This unit is tasked with carrying out inspections of operational support facilities in the curbside area, RPA, and passenger waiting rooms that have been provided by the airport manager.  This study aims to determine how big the influence of service quality on passenger satisfaction at Sentani airport and how big the level of passenger satisfaction with services at Sentani airport. The research was conducted on September 02-October 29,

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Boonchunone, Surasidh, Mariam Nami, Saowaluck Tus-u-bul, Jaruzgorn Pongthavornvich, and Opal Suwunnamek. "IMPACT OF AIRPORT SERVICE QUALITY, IMAGE, AND PERCEIVED VALUE ON LOYALTY OF PASSENGERS IN SUVARNABHUMI AIRPORT SERVICE OF THAILAND." Acta logistica 8, no. 3 (2021): 237–57. http://dx.doi.org/10.22306/al.v8i3.226.

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Suvarnabhumi Airport is a gateway to Thailand and Asia. It attracts inbound-, outbound- and transit passengers. The objectives of this study were to develop an airport service quality, image and perceived value framework for the loyalty of passengers and to study the direct, indirect and total effects of the factors that influence the loyalty of passengers who used the service at Suvarnabhumi Airport. This quantitative research method uses the questionnaire as a tool for collecting data from 400 passenger samples. According to the Structural Equation Modelling analysis, airport service quality

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Pitaloka, Tita Ismi Dwi, and You She Melly Anne. "Effect of Service Quality Lost and Found PT. Gapura Angkasa to Passenger Satisfaction at Bandung Husein Sastranegara International Airport." QISTINA: Jurnal Multidisiplin Indonesia 2, no. 1 (2023): 262–67. http://dx.doi.org/10.57235/qistina.v2i1.482.

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As far as the author's observations while conducting pre-research at Husein Sastranegara International Airport in Bandung, the authors see that the lost and found service at Husein Sastranegara International Airport Bandung has deficiencies, namely in human resources (HR) there are only two officers per day. As the author observed, on November 9 2021, at the time of arrival of passengers, officers experienced difficulties dealing with passenger baggage problems, there were passengers who complained about problems with their missing luggage and there were also passengers who experienced luggage

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Tyagi, Sarika, and Gabriel Lodewijks. "Optimisation of check-in process focused on passenger perception for using self-service technologies at airport in Australia." Journal of Airline and Airport Management 12, no. 1 (2022): 1. http://dx.doi.org/10.3926/jairm.201.

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Purpose: The use of technology is constantly evolving for various services at airports to enhance the passenger experience. However, the passenger’s perspective towards the technology is different.Design/methodology: A survey was conducted to know these perspectives and finding the differences. The collected data was based on the passengers at Australian airports. The CAST software was used to analyse the simulation model.Findings: The collected survey helped in identifying three types of passengers: the number of passengers who prefer traditional service, the number of passengers who prefer t

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Nova Rosefira, Bella. "Analisis Pengaruh Pelayanan dan Fasilitas terhadap Kepuasan Penumpang di Bandar Udara Tjilik Riwut Palangkaraya." Reslaj : Religion Education Social Laa Roiba Journal 5, no. 1 (2022): 220–35. http://dx.doi.org/10.47467/reslaj.v5i1.1416.

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Airport services and facilities greatly affect the level of passenger satisfaction, with very adequate facilities,Tjilik Riwut Airport service users will feel satisfied from the company's performance.The level of quality of service and facilities cannot be measured from the airline's point of view but must be seen from the point of view of passenger satisfaction.Evaluate the airline's current position with other competitors. The formulation of the problem from this research Is there an effect of service on passenger satisfaction at Tjilik Riwut Airport Palangkaraya,Is there an effect of facili

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Mat, Azmi, Norliza Saiful Bahry, Nur Liana Kori, Zarina Abdul Munir, and Norzaidi Mohd Daud. "The Influence of Service Quality and Passenger Satisfaction Towards Electric Train Services (ETS): A PLS-SEM Approach." Foundations of Management 11, no. 1 (2019): 57–64. http://dx.doi.org/10.2478/fman-2019-0005.

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AbstractThis research is about service quality (responsiveness, reliability, tangible, safety and security) dimensions becoming major determinants of passenger satisfaction towards Electric Train Services (ETS). The significance of this study is intended to assist Keretapi Tanah Melayu Berhad (KTMB) to establish the service offered and to identify the important aspects of service quality that affect passenger satisfaction. A total of 280 questionnaires were distributed to ETS passengers, who were using the service from Kuala Lumpur Sentral Station to Padang Besar Station. The main objective of

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Michelle, Elvina, Suryaputra Ronald, and Amelia. "Analysis of The Influence of Pre-Flight Service Quality, In-flight Service Quality, Post-Flight Service Quality, and Covid-19 Protocol Service Quality Towards Passenger Satisfaction and Passenger Loyalty of Lion Air Passenger in Medan." JOURNAL OF ECONOMICS, FINANCE AND MANAGEMENT STUDIES 06, no. 02 (2023): 776–86. https://doi.org/10.5281/zenodo.7628402.

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This study aims to determine whether Lion Air's service quality including pre-flight, in-flight, post-flight and covid-19 protocol service quality affect passenger satisfaction and loyalty of Lion Air passengers in Medan. This study uses a quantitative (causal) research method with data obtained from distributing questionnaires through the snowball sampling technique (nonprobability sampling method) and will be processed using SEM (Structural Equation Modeling) utilizing AMOS version 22.0 software. This research is conducted on 125 respondents with male and female characteristics, ranging

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Maskury, Afif Islam, Jermanto Setia Kurniawan, and Yulianti Keke. "Enhancing Service User Interest Through Passenger Satisfaction: The Role Of Service Quality And Accessibility In Adi Soemarmo Airport Rail Link." IOSR Journal of Business and Management 26, no. 12 (2024): 01–09. https://doi.org/10.9790/487x-2612150109.

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Background: This study aims to analyze the direct and indirect influence of service quality and accessibility on passenger satisfaction and its impact on the intention to reuse the Adi Soemarmo Airport Train service in Solo, Indonesia. The main issues identified are the suboptimal service quality and limited accessibility of the Adi Soemarmo Airport Train, as passengers still need to use other modes of transportation to reach the station Materials and Methods: The research approach employs a quantitative method with Structural Equation Modelling (SEM) analysis, involving a sample of 210 passen

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Jeng, Chi-Ruey. "AIRLINE SERVICE FAILURE AND RECOVERY: THE IMPACT OF RELATIONSHIP FACTORS ON CUSTOMER SATISFACTION." Journal of Air Transport Studies 7, no. 2 (2016): 57–70. http://dx.doi.org/10.38008/jats.v7i2.48.

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In aviation industries, service failure during the service delivery process is foreseeable and leads to passenger complaints, which therefore presents the perfect opportunity for airlines to improve their service process and quality and examine their internal organization. Concurrently, the quality of the service recovery measures reflects the ability of airlines to respond to and handle traveler complaints. By rectifying service failures, airlines can enhance traveler satisfaction toward airlines services, thereby generating loyal customers who would engage in word-of-mouth marketing. This st

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Sun, Yuhan. "Study on air-rail intermodal ticketing optimization based on K-means clustering A case study of Qingdao Jiaodong International Airport." Advances in Engineering Innovation 16, no. 4 (2025): 18–23. https://doi.org/10.54254/2977-3903/2025.22335.

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To improve the intermodal service at Qingdao Jiaodong Airport, addressing operational challenges such as fuzzy passenger demand layering and insufficient cross-modal coordination, and to solve the core issues of supply-demand mismatches and a single pricing mechanism in the air-rail intermodal ticketing system, this study proposes a personalized ticketing optimization strategy based on user profiling. First, through extensive survey data, the study analyzes the personal attributes and travel characteristics of the surveyed passengers. Then, using the K-means clustering algorithm, the study clu

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Kurniawan, Ridha. "PASSENGER’S PERSPECTIVE TOWARD AIRPORT SERVICE QUALITY (ASQ) (CASE STUDY AT SOEKARNO-HATTA INTERNATIONAL AIRPORT)." Journal of the Civil Engineering Forum 3, no. 1 (2017): 291. http://dx.doi.org/10.22146/jcef.26547.

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Passenger satisfaction towards airport service quality is influenced by the level of service at the previous service quality. It causes the new facility is expected to exceed the previous service quality. Service quality improvement of people mover system in Grand Design of Soekarno Hatta International Airport (SHIA) expected to support increasing airport service quality management. People mover existing conditions that occur on a free shuttle bus has caused some customer complaint. The purpose of this thesis is providing strategic support as complaint handling on people mover system to enhanc

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Ivanova, E. A. "MARKETING OF PASSENGER SERVICE QUALITY." World of Transport and Transportation 14, no. 2 (2016): 102–11. http://dx.doi.org/10.30932/1992-3252-2016-14-2-11.

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[For the English abstract and full text of the article please see the attached PDF-File (English version follows Russian version)].ABSTRACT Growth in demand for rapid passenger transportation, shown in the article, allows to fix the value of such an indicator of quality of service as travel time. Ways to improve the quality of transport services of passengers by railway companies were revealed and substantiated on the basis of the model of factor groups. Transport market coverage extension was recommended for the purpose of marketing, and deepened demand analysis. Age-related differences in th

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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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Cheng, Xiaoyun, Yu Cao, Kun Huang, and Yuejiao Wang. "Modeling the Satisfaction of Bus Traffic Transfer Service Quality at a High-Speed Railway Station." Journal of Advanced Transportation 2018 (July 16, 2018): 1–12. http://dx.doi.org/10.1155/2018/7051789.

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Bus transit is one of the main transfer modes at high-speed railway (HSR) stations. Performing a scientific and reasonable evaluation of the present bus traffic transfer service is highly significant for improving the efficiency of the HSR and increasing the use of the system. This paper focuses on the passengers’ transfer experience and proposes a methodology to evaluate current bus traffic transfer service. Factors that affect passenger satisfaction during the bus transfer process at HSR stations based on the passengers’ perceptions are analyzed by convenience, comfort, safety, service, and

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Ravi, Uma, and Nivethitha S. "A Study on Passenger Satisfaction on Bus Transport with Reference to Coimbatore District." International Journal of Humanities and Sciences 1, no. 1 (2024): 62–66. https://doi.org/10.34256/ijohs1111.

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Today transport is a high performing sector today, both the public and private sectors run road transportation in India. Bus transportation and services are, on the whole, more vital convenient and accessible than other modes of transit, because the majority of passengers choose bus transportation, it is vital to accommodate their need and provide high quality bus services. Passenger interests are defined as passengers satisfaction with transportation services. When passengers are satisfied with services such as fare level and the bus operator’s traffic safety record, the total service quality

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Sri Winarti, Asih, Astuti Rahayu, Sri Suharsih, Ilyasin Aditya Rahman, and Defi Kurniasari. "Passenger Satisfaction Analysis for ATP WTP on Jogja-Solo KRL." SHS Web of Conferences 212 (2025): 04019. https://doi.org/10.1051/shsconf/202521204019.

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This paper aims to analyze train satisfaction passengers on the Yogyakarta-Solo railway line service as an effort to improve public transportation services. The method used is survey and data analysis. The research results show that satisfaction passengers can improve the quality of public services, namely by increasing the speed of ticket sales, increasing passenger satisfaction, and reducing queues at stations. Apart from that, this research also continued to implementing ATP WTP analysis can increase operational efficiency railway line. Based on the results of this research, it is recommend

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Oktavia, Amelia, Marnida Aryani, Galih Rio Prayogi, and Michael Michael. "Analysis of Service Performance at Kotabumi Lampung Train Station using the Kano Method." CIVED 11, no. 3 (2024): 931–42. http://dx.doi.org/10.24036/cived.v11i3.634.

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The Railway Station is an essential thing in the operation of the train. Passenger trains will raise and lower passengers, both the initial destination of passengers and transit. Kotabumi Railway Station is a station whose activities are to raise and lower passengers; in this case, the train station must have excellent and effective service performance for passengers. So, it is necessary to research the level of passenger satisfaction with the benchmarks for the service performance of train stations regulated in the Minister of Transportation Regulation No. 63 of 2019 concerning Minimum Servic

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Wisutwattanasak, Panuwat, Thanapong Champahom, Sajjakaj Jomnonkwao, Fareeda Aryuyo, Chamroeun Se, and Vatanavongs Ratanavaraha. "Examining the Impact of Service Quality on Passengers’ Intentions to Utilize Rail Transport in the Post-Pandemic Era: An Integrated Approach of SERVQUAL and Health Belief Model." Behavioral Sciences 13, no. 10 (2023): 789. http://dx.doi.org/10.3390/bs13100789.

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The COVID-19 pandemic has significantly disrupted railway transportation in developing countries, resulting in reduced passenger demand and economic activity. As a result of the pandemic effect, there is an increased focus on health and safety among potential passengers. To address this issue, the present study aimed to investigate the fundamental factors that contribute to railway transportation service quality (SERVQUAL) and the intention to use intercity train services in Thailand using the health belief model (HBM), with 1600 passenger participants using structural equation modeling (SEM).

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Yusrizal, Anto Sakti Pangihutan Tua Manurung, Fahmi Sulistian, Cardiana, and Irwanda. "THE INFLUENCE OF THE CASHLESS PAYMENT SYSTEM AND TERMINAL FACILITIES ON SERVICE USER SATISFACTION AT THE PELINDO TANJUNG BALAI KARIMUN PASSENGER TERMINAL." Meteor STIP Marunda 17, no. 1 (2024): 16–24. http://dx.doi.org/10.36101/msm.v17i1.341.

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Karimun is a boarding and alighting service for domestic and international passengers. To support passenger services, PT Pelabuhan Indonesia (Persero) continues to strive to improve its passenger terminal, both in terms of facilities and services. The Karimun Regent Regional Government remains committed to improving the regional economy, especially related to the tourism sector and maritime industry. Tanjung Balai Karimun Passenger Terminal offers excellent opportunities and prospects as it is strategically important for the positive impact of IMS-GT (Indonesia, Malaysia and Singapore-Growth T

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D’Alonzo, Luca, Maria Chiara Leva, and Edgardo Bucciarelli. "Comparing Passenger Satisfaction, Employees’ Perspective and Performance on Quality and Safety Indicators: A Field Study." Sustainability 13, no. 10 (2021): 5636. http://dx.doi.org/10.3390/su13105636.

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This paper aims to analyze the impact that different attributes related to a Regional Airport service and the socio-economic factors of the passengers have on the passenger’s overall satisfaction. The study also compared passenger and employee satisfaction in relation to the service offered by the airport, to identify possible critical areas of improvement. An Ordinal Logistic Regression (OLR) approach was used to model how the attributes considered for qualifying airport services and the socio-economic variables impact the predicted variable (i.e., passenger satisfaction). Furthermore, the re

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