• Journal of Distribution Science
• /
• v.21 no.4
• /
• pp.21-33
• /
• 2023

Purpose: To study, analyze, and investigate how to improve the service quality distribution and perceived value of passenger loyalty in low-cost airlines in Thailand. Research Design, data, and methodology: The data was collected from low-cost airline passengers who had used low-cost airlines within Thailand more than twice in the last 12 months. In total, 632 questionnaires were received, representing 97.32%, and in-depth interviews were done using the semi-structured technique. The key informants were either executives or representatives from 4 low-cost airlines operating in Thailand. We utilized structural modeling techniques to examine the data relevant to the investigation. Results: The results show that low-cost airline passengers in Thailand have strong opinions about the perceived value of the passenger loyalty of low-cost airlines within this sector of the Thai air travel industry. The variables were sorted in order of importance and included passenger loyalty, satisfaction, trust, perceived value, and service quality distribution. The relationship between the service quality distribution variables and the significance in relation to passenger loyalty according to low-cost airlines in Thailand showed that service quality distribution had a positive effect on perceived value and that passenger satisfaction has a direct positive effect on passenger loyalty. Conclusions: The 8 QPSTL strategy is successful in terms of service quality distribution and passenger satisfaction, therefore it is an important aspect of low-cost airlines in Thailand.

• Journal of Navigation and Port Research
• /
• v.43 no.5
• /
• pp.273-280
• /
• 2019

This study developed an optimization model, defined as the IPS (Itinerary for Passenger Satisfaction), for a cruise ship to identify an itinerary that maximizes passenger satisfaction. A 0-1 integer programming model was developed to provide an optimal sequence of ports of call, assigning a destination to each day of the cruise. The concepts of the destination access network and the neighborhood of a destination were designed and manipulated to organize the complex network of destinations so that each next destination is selected within a practical overnight sail. The developed model can also be viewed as a reduced variant of the traveling salesperson problem with less constraints. A set of example tests shows that practical scenarios of the IPS with moderate cruise duration can be easily solved with light computation loads. Considering cruise ship passengers usually make their decisions not relying on only one destination but on an itinerary in its entirety, the purpose of this study was to identify itinerary alternatives to attract potential cruise passengers for attaining maximum occupancy level.

• The Journal of The Korea Institute of Intelligent Transport Systems
• /
• v.6 no.3
• /
• pp.12-23
• /
• 2007

The purpose of this studγ if to understand problem of present bus scheduling system and to develop optimal bus scheduling model which improve bus passenger's degree of satisfaction(DOS) and bus company's operation efficiency at the same time. This study developed optimal bus scheduling model, which reflected bus passenger's degree of satisfaction(DOS), applied to existing model that summery of bus operation cost($C_o$), passenger queuing time cost($C_{pw}$) and passenger travel time cost($C_{pl}$). And optimal bus scheduling model which developed in this study is optimized that using LINGO program based on linear program. Also by using the general case in Busan, compare total cost of present bus scheduling system and existing scheduling model with total cost of optimal bus scheduling model which reflected bus passenger's degree of satisfaction(DOS).

• The Journal of Industrial Distribution & Business
• /
• v.15 no.1
• /
• pp.1-8
• /
• 2024

Purpose: The purpose is to investigate the types of communication between aviation industry workers and passengers according to environmental changes following the COVID-19 pandemic. This study analyzes the impact of verbal and non-verbal communication styles of airport staff, especially those working at airline check-in counters, on passenger satisfaction. Research Design: The research design focuses on the impact of verbal communication styles and non-verbal communication factors of airline check-in counter staff, who represent the initial point of contact with passengers among airport staff, on passenger satisfaction. The survey period for sample collection was from July 1 to July 30, 2023, and the study was conducted targeting passengers boarding aircraft through Incheon Airport and Gimpo Airport. Result: First, it is important for airport staff to recognize all passengers, especially corporate customers, as corporate customers rather than simply as individuals boarding an airplane. Second, as the importance of non-verbal expressions increases due to the impact of COVID-19, physical and verbal responses are necessary. Third, it is important to check which language the passenger understands. Conclusions: Since communication through nonverbal expressions has become more important since COVID-19, airport employees need to recognize the importance of nonverbal communication. This awareness can serve as a foundation for building trust between airport staff and passengers.

• Proceedings of the KSR Conference
• /
• 2000.11a
• /
• pp.210-218
• /
• 2000

It is absolutely important to design passenger seat so that train passengers can satisfy because passenger seat is one of the most important parts in tile determination of passenger's satisfaction for train.. So, it is necessary to consider passengers' characteristics, requirements, and dissatisfactions in seat design. However, passengers' dissatisfactions for the seat of Mugunghwa-ho train have been often raised through various routes. It is necessary to resolve their dissatisfactions to provide comfortable trip to passengers. So, we designed a seat of new Mugunghwa-ho train that resolved passengers' dissatisfactions. Our focusing design parts were the seat pan and the backrest of passenger seat. We investigated passengers' dissatisfactions for the seat of Mugunghwa-ho train through various methods and the human factors design guidelines of passenger seat through literature survey. We designed a new seat on the basis of investigated results. For newly designed seat, we evaluated comfort, sensible satisfaction, and fitness in comparison with the existing seat. An experimental method and a subjective method were used in this evaluation. In all aspects, new seat was superior to the existing.

• IE interfaces
• /
• v.17 no.4
• /
• pp.482-489
• /
• 2004

As the functional characteristics of passenger cars have reached to a satisfactory level, customers place more concerns with the aesthetic aspects of interior designs. The present study developed satisfaction models of passenger car interior materials for six parts including crash pad, steering wheel, transmission gearshift knob, audio panel, metal grain, and wooden grain. Eight to fifteen material design variables such as color, embossing, and smoothness were defined for the six interior parts based on literature survey, customer reviews, and expert opinions. A satisfaction survey was conducted for 30 vehicles with 30 participants ($mean{\pm}SD$ of age = $28.7{\pm}6.6$) by using a modified magnitude estimation scale. Based on the survey results, the material design variables were screened from statistical, technical, and practical aspects. With the screened variables, satisfaction models were developed by using the quantification I method for the six interior parts, indicating the importance of material design variables and preferred material properties.

• Journal of the Korean Society for Aviation and Aeronautics
• /
• v.19 no.3
• /
• pp.69-82
• /
• 2011

This paper tried to find out what the main factors are to impact on satisfaction level of transit passengers at Incheon airport. Incheon airport has made lots of transit facilities and services to attract transit passengers from neighboring airports to increase transit rate as high as advanced foreign airports such as Heathrow, Schiphol and Hong Kong. A survey was performed on 450 transit passengers resting at airport transit lounge in airside area. According to the result, it was found out to be significant factors affecting satisfaction of transit that convenience of security screening, price of duty-free product, a direction board & signage and terminal orientation among Chinese transit passengers. On the other hands, it seemed that Japanese transit passengers thought diversity of airline routes, convenient transfer flight schedule, total transit time and terminal orientation are major variables affecting their satisfaction. Considering the effect of demographic factors, Chinese passenger's satisfaction was more affected by age, travel purpose, the number of travel per year and flight destinations. However, Japanese transit passenger's satisfaction was only affected by the flight destinations, especially willing to travel to North America and Europe.

• Journal of Distribution Science
• /
• v.21 no.8
• /
• pp.69-82
• /
• 2023

Purpose: This research aims to explore the effects of airline's pricing and service quality through service distribution process on repurchasing intention of the air passengers with meditations of passenger satisfaction and airline brand. Research design, data and methodology: This paper particularly focused on employing the moderating effect with two different market segmentations, namely leisure and corporate purpose travelers, in the Korean market. The total sample size of this research is 363 respondents of the general public in Korea. For the methodology of this research, structural equation modeling (SEM) was utilized for the statistical analysis. Results: It figured out that passenger satisfaction is ultimately the most important among variables of price, service quality and repurchase intention for both groups. On the contrary, the relationships, between price and airline brand in both groups, and between airline brand and repurchase intention in the leisure travel only, were not noted as beneficial effects. Conclusions: More noteworthy was that airline brand had a positive influence on repurchase intention in the corporate travel group. Based on this research, the results will deliver the contributions to the commercial airlines in the future.

• IE interfaces
• /
• v.14 no.2
• /
• pp.210-217
• /
• 2001

Because passenger seat is one of the most important parts in the determination of passengers' satisfaction for train, it is absolutely important to design the passenger seat so that train passengers can satisfy. So, in the seat design it is necessary to consider passengers' characteristics, requirements, and dissatisfactions. However, passengers' dissatisfactions for the seat of Mugunghwa-ho train have been often raised through various routes. It is necessary to resolve their dissatisfactions to provide comfortable trip to passengers. So, we designed a new seat of Mugunghwa-ho train that resolved passengers' dissatisfactions. Our focusing design parts were the seat pan and the backrest of passenger seat. We investigated passengers' dissatisfactions for the seat of Mugunghwa-ho train through various methods and the human factors design guidelines through literature survey. We designed a new seat on the basis of investigated results. For newly designed seat, we evaluated comfort and sensible satisfaction in comparison with the existing seat. An experimental method and subjective methods were used in this evaluation. In all aspects, the new seat was superior to the existing.

• Journal of the Korea Society of Computer and Information
• /
• v.24 no.2
• /
• pp.149-155
• /
• 2019

The purpose of this paper is to design a survey of passenger satisfaction by using the Likert five-scale for the passengers of Incheon International Airport and Beijing Capital International Airport in China, and to combine the actual service situation of the airports in the two countries, using SPSS statistical software. Analyze and process statistics. Using the questionnaire survey method and exploratory factor analysis method, the airport service quality is analyzed to analyze the impact model of customer satisfaction. We will sort out the customer satisfaction with the two airports, compare and analyze the gaps in airport services between the two countries, and identify problems to formulate optimization and improvement plans.