Analyzing heterogeneity in passenger satisfaction, loyalty, and complaints with air-rail integrated services

Relative severity of air line passenger complaints.

Analyzing Mobile Instant Messaging User Satisfaction And Loyalty: An Integrated Perspective

Mobile instant messaging (mobile IM) is a cutting edge technology of the P2P communication. The prevalence of the mobile IM boosts the research of the perceived satisfaction and loyalty towards mobile IM long-term usage. In the era of 4G, individuals use mobile IM to communicate with their friends in every-day life. However, prior studies neglected a holistic view of users’ roles and then yield...

Analyzing passenger travel disruptions in the National Air Transportation System

Many of the existing methods for evaluating an airline’s on-time performance are based on flight-centric measures of flight delay. However, recent research has demonstrated that as much as 50% of passenger delays are caused by passenger travel disruptions, either flight cancelations or missed connections. The propensity for disruptions varies significantly across airports and carriers, based on...

Patient influences on satisfaction and loyalty for GP services.

Little is known about the influence that patients themselves have on their loyalty to a general practitioner (GP). Consequently, a theoretical framework that draws on diverse literature is proposed to suggest that along with satisfaction, patient loyalty is an important outcome for GPs. Comprising 174 Australian patients, this study identified that knowledgeable patients reported lower levels o...

Identifying the Factors Affecting on Service Quality & Passenger Satisfaction in Commuter Train Services

This paper addresses identifying the factors affecting the service quality in commuter trains services and passenger satisfaction. To this end, the Service Quality Management Framework (SERVQUAL model) with five dimensions of service quality including reliability, assurance, tangibility, empathy, and responsiveness, have been used to assess the passengers' needs. In this study, the criteria of ...