A methodology for evaluating transit service quality based on subjective and objective measures from the passenger’s point of view

In this paper a methodology for measuring transit service quality is proposed. The methodology is based on the use of both passenger perceptions and transit agency performance measures involving the main aspects characterizing a transit service. The combination of these two types of service quality measurement fulfils the need to provide a reliable as possible measurement tool of the transit performance. Considering passenger perceptions is fundamental because the customer's point of view is very relevant for evaluating the performance of a transit service. At the same time, the use of a more objective measurement provided by the transit agency can be a useful solution for obtaining a more comprehensive service quality measurement. The proposed procedure is applied to a real case study of a suburban bus line; a series of subjective and objective indicators are calculated on the basis of users’ perception about the service and measurements provided by the transit agency.     

Willingness to pay for airlines’ premium economy class: The perspective of passengers

This study investigates how much extra air travellers are willing to pay to upgrade to premium economy class by using a suitable econometric model. Since a large portion of travellers' willingness to pay for premium economy class is zero, the spike model is applied to overcome the issues that may occur when traditional statistical models are used. Three flight distances, short, medium, and long hauls were separately estimated to investigate the effects of flight distance on willingness to pay. Travellers’ willingness to pay to upgrade from economy class to premium economy class round-trip was US$138 ,¹ US$309, and US$545 for short-, medium-, and long-haul, respectively. The research results should be a helpful reference for the civil aviation industry in strategic pricing planning.     

The impact of carrier service attributes on shipper–carrier partnering relationships: a shipper’s perspective

Carrier service attributes are important for developing shipper–carrier partnering relationships. This study used structural equation modeling to investigate the impact of carriers’ service factors––timing-related, pricing, warehousing and sales services––on shippers’ satisfaction from shipper–carrier partnering relationships. Results indicate that timing-related services influence shippers’ satisfaction from such relationships, and shippers’ satisfaction positively influences partnering. However, the four service factors do not directly influence shipper–carrier partnering relationships.     

Key drivers of passenger loyalty: A case of Frankfurt–Istanbul flights

This study aims to analyze the effects of factors such as image, satisfaction, price, and service quality on passenger loyalty toward full-service network carriers and low-cost carriers. A structural equation modeling approach was applied to identify the factors that significantly affect passenger loyalty. Using LISREL, data were collected from 237 passengers in face-to-face interviews in the baggage claim area of international arrivals at Ataturk International Airport in Turkey who traveled from Frankfurt to Istanbul and were used to test the proposed model. One hundred seventy-five out of these 237 questionnaires were considered as valid. The results indicate that 71% of the passenger loyalty is explained by image and image is explained by satisfaction. In addition, service quality and price are found to have positive effects on satisfaction. Compared with price, service quality is found to be a stronger determinant of satisfaction. This study concludes with the recommendations for managers and possible future research.     

The growth of Arabian airlines from a German perspective – A study of the impacts of new air services to Asia

Airlines from Bahrain, Kuwait, Qatar, the United Arab Emirates and Oman have gained significant market shares in international air transport. Traditionally travellers have chosen hubs like Amsterdam, Frankfurt, London or Paris as transfer points for trips to Asia. With the inauguration of non-stop services to places like Abu Dhabi, Doha or Dubai, new choices for air travellers have emerged. We analyse data derived from German air transport statistics on the effects of passenger flows between the airports of Düsseldorf and Hamburg to Asian destinations. They suggest that services introduced by Emirates stimulated passenger demand for Asian destinations, while incumbent hubs do not lose transfer passengers. Regarding travel times and connection quality of routings between secondary airports in Germany and Asian destinations, comparing routings of Emirates Airlines and Lufthansa suggests that due to geographic and scheduling constraints, services via Arabia do not constitute a perfect substitute for time-sensitive passengers.     

The role of schedule delays on passengers’ choice of access modes: A case study of Japan’s international hub airports

We empirically study passenger modal-choice behavior to access an international hub airport, by using stated preference (SP) data and by constructing a binomial logit model. We found that passenger modal choice is affected by the service level of the access modes: travel time, travel cost, waiting time, and delay cost. The results also indicate that if passengers choose access mode in advance they consider service frequency: departure timing from home, and the arrival timing at the airport. Moreover, our results indicate that travelers’ willingness to pay for saving time differs by time of a day. They are apt to pay more in the morning than in the afternoon. These outcomes must contribute to improve the access flight service from local to hub airports to handle the needs of passengers.     

Measurement of airlines’ capacity utilization and cost gap: Evidence from low-cost carriers

The aim of this paper is to evaluate the capacity utilization and cost gap between actual and global long-run minimum costs. Based on the data for thirteen low-cost carriers around the world for the year 2010, an input-oriented data envelopment analysis model is used to estimate the physical capacity utilization and cost gap between actual and global long-run minimum costs. The empirical results show that more than half of low-cost carriers should improve their capacity utilization, and all low-cost carriers should enhance their market efficiency and reduce their excess costs. Of the thirteen low-cost carriers, three should improve their technical efficiency, four should re-distribute the mix of variable inputs, all thirteen should pay lower prices for all variable inputs, and ten should enhance the utilization rate of their fixed factors.     

Measuring airport quality from the airlines’ viewpoint: an application of data envelopment analysis

The main objective of this paper is to develop a model to determine the relative efficiency and quality of airports. This factor seems to have a strong effect on the airlines’ choice of hubs. Previous studies of airport quality have used subjective passenger data whereas in this study airport quality is defined from the airlines’ viewpoint. Accordingly, we have solicited airlines’ evaluations of a number of European and non-European airports by means of a detailed questionnaire. Statistical analysis of the median score has shown that these evaluations vary considerably relative to quality factors and airports. The key methodology used in this study to determine the relative quality level of the airports is Data Envelopment Analysis (DEA), which has been adapted through the use of principle component analysis. Of the set of West-European airports analyzed, Geneva, Milan and Munich received uniformly high, relative efficiency scores. In contrast, Charles de Gaulle, Athens and Manchester consistently appear low in the rankings.     

The impact of airline service quality on passengers’ behavioral intentions using passenger satisfaction as a mediator

This research study measures the perception of airline service quality based on data collected from Pakistan International Airline (PIA) passengers using SERVQUAL. It investigates the impact of service quality dimensions on passenger's behavioral intentions in presence of mediator (passenger satisfaction). The data is collected through an adopted SERVQUAL instrument from the respondents in the domestic and International waiting lounges of PIA. The data is analysed using reliability statistics, correlation analysis and through hierarchal regression analysis. A systematic random sampling technique is used to analyze the study sample and PROCESS macros was used to run mediation analysis. The results reveals that passenger's satisfaction mediates the relationship between airline service quality and behavioral intentions. Practically, PIA should not only improve on Service Quality but should build up quality consciousness among on ground and inflight employees; pay attention to reliable factors and establish customer goodwill through enhanced services; regard reliability factors and enhance employee accomplishment. Implications of these results for management policy and practice are highlighted as guidelines. PIA managers can now better understand the importance of service quality and its long-term benefits in the form of customer loyalty.     

Exogenous shocks and managerial preparedness: A study of U.S. airlines’ environmental scanning before the onset of the COVID-19 pandemic

Managerial preparedness is a constant concern for firm stakeholders. This concern is exacerbated during times of immense stress brought about by exogenous shocks. In this paper, we analyze the preparedness of U.S. commercial airline management teams to the largest systematic exogenous shock to date, namely the COVID-19 pandemic in 2019 and 2020. We do this by underpinning the paper with theory on environmental scanning and managerial dysfunction and then documenting the signals and actions of management around multiple public health scares. These include the SARS outbreak, the Swine Flu outbreak and the COVID-19 outbreak. Our results, based off of corporate filings with the SEC, is that airline management had multiple “dry runs” before the COVID-19 outbreak that should have lead them to prepare for financially catastrophic scenarios such as the one observed in 2020. Instead, management teams failed to learn from these, and other, prior shocks. Instead, they focused on other, less serious threats while diffusing their financial buffers through dividends and share buybacks.     

Influence of bus stop land use characteristics on passenger waiting time satisfaction ‐ A case study in Guangzhou

Researchers usually conduct a questionnaire survey at bus stops to obtain data regarding the satisfaction of bus passengers with waiting times. The results are affected by many factors. Among them, the land use of the bus stops was proved to have an important impact on the survey results. The main contribution of this paper is the introduction of propensity score matching (PSM) into the evaluation of passenger waiting time satisfaction. By eliminating interference factors, this paper can quantify the impact of the various land use types of bus stops. On this basis, a method to modify the survey results of passenger waiting time satisfaction is proposed. This paper takes data pertaining to passenger satisfaction with bus service quality in Guangzhou City in 2018–2019 as an example, and the findings include that: different land use types of sites have different effects (positive or negative) on passenger waiting time scores. Also, matching propensity scores can balance the distribution of covariates between the treatment and control groups, effectively excluding the interference of other factors. After correcting the original rating results, this study found that 61.84% of the routes' waiting time ratings were overestimated. This finding indicates that data correction is necessary to accurately identify passenger waiting time ratings. The waiting time satisfaction of people using residential stations can best reflect the actual level. Therefore, it is suggested that stations with residential land use in each administrative area should be taken as representatives to conduct a waiting satisfaction survey.     

An empirical investigation of the seaport’s economic impact: Evidence from major ports in China

In this study, we investigate the impact of the seaport on host city’s economic development. Based on data from 41 major port cities in China over the period 2003–2010, our econometric analysis shows that port cargo throughput has a positive effect on the economic growth of the host city. In addition, the competing ports in the neighborhood have an even larger positive association with the local port city. Through examining some of the most dynamic ports in the world, this study provides a renewed understanding of the economic importance of seaports.     

The impact of the COVID-19 pandemic on current tertiary aviation education and future careers: Students’ perspective

This study investigates Australian undergraduate tertiary aviation students' perceptions of the aviation industry and skills required to succeed following the COVID-19 pandemic. By developing an understanding of the skills students perceive to be necessary for their careers following the COVID-19 pandemic, comparisons can be drawn with industry perspectives to determine whether these perspectives align and, more importantly, support students’ successful development of skills as sought by the industry. An online survey of current undergraduate tertiary aviation students at Australian universities was conducted to determine the perceived impediments, additional skills required, post-graduation plans and how university courses should evolve post-COVID-19. The results show that students are cognisant of the current oversupply of aviation professionals due to the downturn in the industry and are seeking further support with the development of non-technical skills to better prepare themselves to be competitive following graduation. These findings have implications for both undergraduate aviation students and universities offering an undergraduate aviation program. By considering these findings universities can adapt their programs to better prepare students and support the development of skilled aviation professionals, equipped to deal with challenges of the post-COVID-19 aviation industry.     

China’s first Tourism Law: representations of stakeholders’ responses

The application of tourism laws to advance the well-being of stakeholders is of broad interest to many countries attempting to shape the rapid rise of the sector. In China, the first Tourism Law came into effect on 1 October 2013. The 112-article law includes various measures to address issues such as unfair competition. Adopting a social representations framework, this study investigates the perceived impacts of China’s new Law from the perspectives of eight groups of stakeholders. Data were collected from 152 articles published in the Chinese National Knowledge Infrastructure. This material was used to access the commentaries and social representations of the impacts of the Law. A consistent array of positive and negative comments was uncovered using content analysis, justifying a view that a hegemonic representation exists across the groups. Additionally, and somewhat unexpectedly, it was discovered that the new Law is also a catalyst for further conflicts requiring additional management. Pursuing a social representations framework as a way of integrating stakeholder views was seen to be valuable for future studies in China and elsewhere.     

How suitable is CBA for the ex-ante evaluation of transport projects and policies? A discussion from the perspective of ethics

Nowadays in most western countries CBA is the standard method to ex-ante evaluate transport policy options. Despite its popularity CBA has often been criticized for several reasons, most of them related to the utilitarian perspective and related ethical considerations. This paper gives an overview of ethically relevant critics on CBA. Rather than rejecting CBA as the method to be preferred the paper concludes that researchers should be aware of its limitations and gives guidance on how to deal with the weaknesses of CBA from an ethical point of view.     

Impacts on accessibility of China’s present and future HSR network

Although the construction of China’s high-speed rail (HSR) network only started in 2003, the network is already the largest in the world. This paper analyses the impact of the evolving HSR network on the accessibility by HSR and conventional ground transport of 333 prefecture-level cities and 4 municipalities. This paper employs three indicators of accessibility, and analyses three Scenarios. It shows that the HSR network will bring about substantial improvement in accessibility, and lead to national time–space convergence, but will also increase the inequality of nodal accessibility between eastern, central, and western regions, between cities with different sizes of population (excluding the case of the daily accessibility indicator) and between cities that differ in the shortest distance to HSR stations. The HSR network enlarges internal disparities in each of the regions and the five types of cities. The internal inequality of nodal accessibility in all three Scenarios generally increases from the eastern region via the central region to the western region, as well as from very large cities to small cities, varying inversely with the level of economic development and population size. Spatially, accessibility increases generally conform to the distance decay rule but with minor fluctuations. The 50 cities with the largest increases in accessibility are mostly located 50 km or less away from HSR stations and have populations of over 3 million, with the smaller ones located along HSR lines or around large cities such as Beijing, Shanghai, and Guangzhou. As time progresses, the planned HSR network will result in more balanced development, but regional disparities in accessibility will still be greater than before the construction of the HSR.     

Preparing for ‘COVID-27’: Lessons in management focus – An Australian general aviation perspective

This paper considers the observed impacts of COVID-19 on the behaviour of a cross-section of the general aviation (GA) community in Australia. It specifically observes the nature of management decision making observed in the sector, and the financial impacts of such choices. This paper highlights a lack of financial acumen in the Australian GA community which is likely to inhibit resilience in the sector and limit its ability to learn from the economic shock COVID-19 represents. Finally, the paper proposes several initiatives to improve the quality of management decision making in the sector's leadership, with a view to improving its financial outlook and visibility to policy makers.     

Effects of the Asian Crisis on the geography of Southeast Asia’s air traffic

An examination is made of how the Asian Crisis of 1997–1998 has affected the geography of air traffic within Southeast Asia and between the region and other parts of the world. The study’s context is provided by an examination of extra-regional and intra-regional air transport networks in 1965 and 1995 to highlight the key features of the period of rapid traffic growth. This exercise is repeated in 1998 and comparisons are made with the 1995 pattern to gauge the impact of the Crisis on the geography of air traffic and the variable response of major regional carriers. Interpreting the many extra-regional and intra-regional patterns emerging from this data comparison proved difficult. Some of the readjustments and realignments can be attributed to the Asian Crisis, others cannot. There are many explanations of these patterns just as there are multiple causes of the Crisis. As the Crisis is related to wider interconnections of the globalising economy it cannot be seen as a separate and isolated event. Invariably, the general effect of the Crisis meshes with specific political factors.     

Dose safety motivation mediate the effect of psychological contract of safety on flight attendants' safety performance outcomes?: A social exchange perspective

This study proposes and tests a conceptual model that investigates the mediating effect of safety motivation linking psychological contract of safety (PCS) as manifested by employer obligations of safety and employee obligations of safety to safety violations and safety creative performance (SCP). Data were collected from a sample of flight attendants with two weeks time lag in Iran. Underpinned by social exchange theory, the results of structural equation modeling revealed that safety motivation fully mediates the simultaneous effects of PCS indicators on safety violations and SCP. Specifically, indicators of PCS jointly enhance safety motivation. In turn, safety motivation reduces safety violations, while enhancing SCP. Theoretical and practical implications evoked from the results advance existing knowledge of organizationally social interactions in promoting safety and the motivational mechanism through which PCS predicts employees' safety performance outcomes.     

‘Tour me onshore’: understanding cruise tourists’ evaluation of shore excursions through text mining

ABSTRACT

The aim of this paper is to shed light on the elements underlying cruise tourists’ evaluation of shore excursions, approaching them as an interaction of expressive and instrumental components.

To fulfil the aim of the investigation, a thematic content analysis of 1296 online reviews was conducted using the text-mining software Leximancer. The results of the study revealed that cruise visitors with different overall satisfaction with their guided tour focus the narrative of their opinion on different tour attributes. Thus, the dominant themes of the cruise passengers delighted with their tour included the performance of the tour guide, the arrangement of the tour, as well as the cruise destination sightseeing. On the other hand, instrumental components such as crowded bus tours, limited time at the port of call, and inadequate excursion design appeared to be the main aspects appointed by those unsatisfied with their onshore experience. Furthermore, the study assessed and compared the perceptions of the tour experience across cruise passengers from the contemporary, premium and luxury cruise line segments.