scholarly journals The influence of consumer protection on the satisfaction of airline passengers

2019 ◽  
Vol 13 (1) ◽  
pp. 112-124
Author(s):  
Nicoleta Andreea Neacşu ◽  
Anca Madar
Keyword(s):  
Consumer Protection ◽  
Quantitative Research ◽  
Air Transport ◽  
Steady Increase ◽  
Transport Services ◽  
Passenger Satisfaction ◽  
Airline Passengers ◽  
Rights And Interests ◽  
High Level

Abstract In a society in continuous development, air transport is no longer a luxury, but a means of transportation for everyone. As a result of rising living standards, reducing the cost of air travel compared to other means of transport, more and more people prefer to travel by air even at short distances. The steady increase in popularity and accessibility of air transport has led, in some cases to a decrease in the quality of services provided by air transport companies and in violation of consumer rights. The evolution of consumer protection has influenced positively the quality of air transport services by imposing certain obligations and offering a very high level of security, which increases passenger satisfaction. This article aims to quantify the passanger satisfaction and how the rights and interests of travelers in Romania are protected. In this respect, the authors carried out a quantitative research done among consumers of air transport services. Through a quantitative exploratory empirical research, 110 people were interviewed. The results obtained have made it possible to determine the extent to which the airline they have called upon, succeeds in meeting their expectations and satisfying them, and their rights have been respected. At the same time, passengers’ perception of the quality of air services were also quantified. Based on the results, the authors make some recommendations to airline companies’ management: to develop effective strategies to protect the rights and interests of travelers, to permanently identify the needs of the actual customers.

scholarly journals Evaluation of the quality of transport services on the route Lublin–Biała Podlaska

2019 ◽  
Vol 22 (4) ◽  
pp. 24-29
Author(s):  
Damian Sawczuk ◽  
Marlena Szymczuk
Keyword(s):  
Quality Level ◽  
Transport Services ◽  
Passenger Satisfaction

This article presents the results of surveys concerning the quality of transport services between Lublin and Biała Podlaska. The purpose of the analysis was to examine the degree of passenger satisfaction, as well as to compare the quality level of services provided at the January 2017 and July 2018. The article also discusses the basic requirements set by travelers, which can help carriers to tailor the offer to the needs of customers and how to improve the quality of transport services.

scholarly journals STRESS AND COPING STRATEGIES AMONG THE WIVES OF ALCOHOLICS ATTENDING SELECTED DE - ADDICTION CENTRES

2021 ◽  
Vol 8 (3) ◽  
Author(s):  
Dr. S. Rajina Rani* rani ◽  
Dr. S. Rajina Rani* rani
Keyword(s):  
Coping Strategies ◽  
Quantitative Research ◽  
Sampling Technique ◽  
Stress And Coping ◽  
Moderate Level ◽  
Research Approach ◽  
Coping Methods ◽  
High Level ◽  
And Coping

Stress is a part of everyday life and no one is spared from it. People experience stress in different ways and for different reasons. From the newborn to the person who breaths his/her last, suffers from different types of stress. Wives of alcoholics go through countless problems in their personal and family life. They are at high risk for low quality of life due to use of maladaptive coping strategies. This study will help to evaluate the level of stress that faced by them and use of coping skills. Thus this will be a guide for planning and teaching effective coping methods to the targeted population. Aim: To assess the stress and coping among the wives of alcoholics. Methods: A quantitative research approach was used for the present study. The sample consisted of 50 wives of alcoholics, selected using purposive sampling technique. The tools used for the study were modified perceived stress scale and coping with drinking questionnaire. Results: The outcome of the study revealed that 98% of the wives of alcoholics had moderate level of stress and 2% of the wives of alcoholics had mild level of stress. It was also found that 96% of them had moderate level of coping and 4% had high level of coping.

scholarly journals The Dependence of Airport Profit on Passenger Satisfaction and Operational Efficiency

2017 ◽  
Vol 5 (2) ◽  
pp. 11
Author(s):  
Roman Vokáč ◽  
Milan Lánský ◽  
Stanislav Szabo
Keyword(s):  
Cost Reduction ◽  
High Efficiency ◽  
Arrival Rate ◽  
Air Transport ◽  
Process Efficiency ◽  
Service Rate ◽  
Basic Process ◽  
Passenger Satisfaction ◽  
Key Factor

<p>Since the airports are in fact commercial companies, their main objective is to make profit. Therefore, it is important for the airports to identify the business activities that may increase the income as well as those that may reduce the costs. The terminal process, handling the passengers’ baggage both on their departure and arrival, is a basic process at all airports that are intended for the commercial air transport. The quality of the terminal process provided by the airports has a significant impact on the passengers especially in terms of their satisfaction. In this text, the passenger satisfaction is regarded as a key factor of the terminal process affecting a whole range of other areas. Its high efficiency leads to cost reduction from the perspective of the airport. As it is proposed here, there is a connection between the passenger satisfaction and the process efficiency. For example, the queues that form due to the check-in process may be a result of the imbalance between the passenger arrival rate and the service rate. Therefore, there is a necessity of improving not only the passenger satisfaction but also the process efficiency.</p>

Evaluation of the Quality of Motor Transport Services

2021 ◽  
pp. 264-272
Author(s):  
Olena Khachaturyan ◽  
◽  
Serhiy Khachaturyan ◽  
Keyword(s):  
Quality Assessment ◽  
Service Providers ◽  
Road Transport ◽  
Transport Service ◽  
Motor Transport ◽  
Transport Services ◽  
Leading Position ◽  
Perception Of Quality ◽  
High Level

Recently, the sphere of providing motor transport services has become more and more widespread and developed. The number of enterprises and sole proprietors in the market of motor transport services is constantly increasing. At the same time, the level of competition between motor transport service providers is growing, which makes it necessary to improve the quality of motor transport services. After all, a high level of quality allows us to occupy a leading position in this sector of the economy. There is an urgent need to assess the quality of motor services, and it is important to assess their quality from the standpoint of consumers of these services. Distinctive features of methodical bases of carrying out quality assessment at the enterprises of motor transport are defined. In the course of research both group, and individual indicators of quality assessment are established. Quality assessment is the result of the course of perception of quality, which is formed in the process of providing services to the user and is accompanied by a specific assessment of the quantitative degree of compliance of the received service with his expectations. Analysis of existing indicators revealed assessment of service quality. The stages of quality assessment, consistent provision of their implementation and the main basic provisions are determined, based on which a set of methodological approaches to assessing the quality of road transport services can be improved. The levels of evaluation of motor transport services and their content are established. An approach to assessing the quality of road transport service and the implementation of the course of providing services to users, which is based on its identified values in three stages: standardized, consolidated and expanded. The signs of the quality of the course of providing services to users on the basis of "points of conflict" with them are substantiated by two classes of signs: "effective" and "instrumental".

The quality of air transport services in function of improving the total quality of tourism offer

1997 ◽  
Vol 3 (2) ◽  
pp. 381-392
Author(s):  
Darko Prebežac
Keyword(s):  
Traffic Control ◽  
Air Transport ◽  
Tourist Industry ◽  
Total Quality ◽  
Transport Service ◽  
Quality Estimation ◽  
Service Demand ◽  
Price Pressure ◽  
Transport Services

Growing rivalry among competitive airlines in the air travel market, appearance of new competitors which of course have been located in the profitable parts of the market, changes in the behaviour of potential passengers, insufficient and therefore high-priced airport and air traffic control infrastructure, as well as the increased competition of the alternatives to the air transport such as telecommunications media and super-last trains, characterise the present competition in the air transport market. Significant changes in behaviour of potential users of airline services have appeared on the side of air transport service demand, and the airlines themselves have less and less influence on distributions channels. The result of it are the increasing price-pressure and considerable decrease of passengers loyalty. Due to the increase of travel intensity passengers have become more experienced and critical in quality estimation of offered service as well as in checking whether the price of service corresponds to its quality. This has forced airlines to adapt permanently to new and more demanding passenger requirements. Those airlines which are not able to follow cost decreasing trend are obliged to improve their own competitive position looking for the reserve in other business fields. This is the only way of surviving in their fight for passengers. Therefore, the quality of air transport service plays an increasing role in the development of their competition capability. Since tourism offer consists of different kind of products and services, air transport service being one of them, it is of utmost importance that all of them meet to a maximum degree with passengers quality requirements, hi such manner passengers will get an impression that it is a question of an unbroken chain making a total quality concept of services they have expected, companies will capitalise money and time they have spent in developing service quality and improving their own productivity, and tourist industry will be able to respond to the most recent market challenges in a more adequate way.

scholarly journals SOLUTIONS FOR IMPROVING THE PARTNERSHIP BETWEEN AIRPORT AND AIRLINE COMPANIES

2020 ◽  
Vol 18 (2) ◽  
pp. 247-264
Author(s):  
Živilė Tunčikienė ◽  
Romanas Katinas
Keyword(s):  
Comparative Analysis ◽  
Common Factors ◽  
Air Transport ◽  
Quality Improvements ◽  
Universal System ◽  
Transport Services ◽  
Multi Criteria Evaluation ◽  
Effective Partnership ◽  
Practical Implications

Purpose – For every country’s economy, air transport is strategically and vitally important. For improving the quality of air transport services provision, partnerships between airports and airlines need to be encouraged more. The application of partnerships leads to quality improvements of services provided by companies and raises the efficiency of used practices. A number of the factors, which determine the effective partnership between organisations operating in the aviation sector, is examined on the basis of specialised literature. The study addresses the question of how organisations interact with each other and what factors determine the need for partnership. Having identified common factors in the organisation’s operational interface and the need for it in the aviation sector and having analysed the practical examples of partnerships, the ways to enhance these factors are explored in order to achieve effective partnerships between airports and airlines. Research methodology – consists of comparative analysis, methods of logical analysis and abstraction, multi-criteria evaluation. Findings – The solution to the problem is expressed by identifying the factors of an effective partnership between the airports and the airlines and selecting the criteria for the assessment of the favourable effects of airport cooperation activities, and their hierarchical schemes from the positions of the airlines. Practical implications – Using multi-criteria assessment methods is easy to construct matrices of initial estimates, calculate final estimates and thus decide which airport is the most appropriate partner for an airline or vice versa.Originality/Value – A unique and, at the same time, a universal system of criteria, the application of which provides the preconditions for the development of the partnership, is created. Research limitations – The availability of data is limited to determine the reasonable values of the partnership criteria.

scholarly journals PROFESSIONAL PRACTICE AMONG PRIMARY SCHOOLS’ MALAY LANGUAGE TEACHERS IN TERMS OF VALUE

2021 ◽  
Vol 3 (8) ◽  
pp. 196-210
Author(s):  
Zainah Asmawi ◽  
Wan Muna Ruzanna Wan Mohammad
Keyword(s):  
Professional Practice ◽  
Primary Schools ◽  
Quantitative Research ◽  
Teaching And Learning ◽  
Study Data ◽  
Language Teachers ◽  
Teacher Professionalism ◽  
Self Assessment ◽  
High Level

The concept of professionalism is closely related to individual job scope in any field of work. Teacher professionalism demands a value to carry out teacher’s responsibilities with full commitment and dedication. As the quality of education is related to the value of teacher professionalism that will determine the effectiveness of teaching and learning. Standard Guru Malaysia (2009) has placed the value of professionalism as the main standard. Therefore, this research is conducted to review teacher’s professionalism among primary schools’ Malay Language teachers of Klang, Selangor in the term of value. The objective of this study is to identify the level of teachers’ professional practice English in terms of value and identify the level of self-assessment of teachers' professional practice in primary schools’ Malay Language teachers. Quantitative Research was used in this study involving 219 teachers. The questionnaire with five Likert scales has been used for the purpose of data collection. The items used are guided by Standard 1: Values of Professionalism in the Malaysian Teacher Standard. Descriptive statistics were used to know the mean, standard deviation, frequency, and percentage to obtain accurate findings in the process of analysis the items of study. Data obtained are analysed using Software Package for Social Science (SPSS) version 25. The result of the analysis shows that the professionalism practice of Malay Language teachers in terms of values at the high level of 4.46. The finding describes the teachers know and practice the value of professionalism well but the value practice among teachers needs to be constantly enhanced because teachers are the transformation agent in the education system. The level of self-assessment among Malay Language teachers is at the high level of 3.68 means. In self-assessment section found that there are a few items that need to be emphasized in future studies because the feedback from this study illustrated that there are some disadvantages inherent in professionalism. And this affects the quality of professionals as Malay Language teachers. In conclusion, the teacher's efforts to complete the responsibilities towards the student, school, and community requires a strong value to produce professional attitudes teachers.

scholarly journals Marketing Research on Passenger Satisfaction With Public Transport Service in the City of Belgrade

2015 ◽  
Vol 27 (1) ◽  
pp. 47-57 ◽  
Author(s):  
Branislav Radnović ◽  
Radenko Miloš Marić ◽  
Vladana Radnović ◽  
Milena Ilić ◽  
Dragan Lukač
Keyword(s):  
Public Transport ◽  
Marketing Research ◽  
Future Research ◽  
Main Task ◽  
Transport Services ◽  
Passenger Satisfaction ◽  
The Relationship ◽  
The City ◽  
Public Transport Services

The aim of this paper is to determine, based on conducted marketing research, the level of passenger satisfaction with public transport services for the purpose of making better marketing decisions in the example of the City of Belgrade. The main task is to test the hypothesis on the existence of significant influence of factors, such as quality service, attitude and behaviour of employees (e.g. driver), adequate informing, quality of vehicles, line routes and timetable, on passenger satisfaction. Correlation coefficient and regression analysis were used for interpreting the obtained results and examining the formulated hypothesis. Empirical research has shown that there is a significant correlation between the aforementioned factors and passenger satisfaction with public transport services. The obtained results provided recommendations and guidelines for improving and increasing the quality of public transport services. The research results also provide the basis for future research that could examine the relationship between passenger satisfaction with services and sub-groups within the analyzed factors.

scholarly journals Assessment of passengers 'satisfaction from the organization of MPK Kraków public transport services

2018 ◽  
Vol 19 (7-8) ◽  
pp. 33-39
Author(s):  
Ewa Brożyna
Keyword(s):  
Public Transport ◽  
Original Research ◽  
Network Availability ◽  
Transport Services ◽  
Transport Organization ◽  
Passenger Satisfaction ◽  
Organization Quality ◽  
System Information ◽  
Public Transport Services

This article raises a subject of organization quality of public transport services. The author presented in it the results of the second part of the original research conducted among  passengers of Miejskie Przedsiębiorstwo Komunikacyjne S.A. in Krakow, which showed the level of passenger satisfaction from the three aspects of the transport organization of MPK Kraków, which are: accessibility of the communication network (availability of connections and deployment of stops), information system (information channels for passengers and the level of culture and competence in servicing passengers) and issues related to tickets (operation of ticket machines, operation of the Krakowska Karta Miejska, ticket control). The aim of the research was to acquire knowledge about the passengers' perception of the quality in organization of MPK Krakow services and to develop on this basis practical tips and suggestions regarding the directions of actions that can be taken to improve the organization of these services.

scholarly journals The Impact of Group Size on Decision Effectiveness

2020 ◽  
Vol 3 (2) ◽  
pp. 108
Author(s):  
Juliana Osmani
Keyword(s):  
Group Size ◽  
Small Groups ◽  
Quantitative Research ◽  
Banking Institutions ◽  
High Level ◽  
The Impact ◽  
Large Groups ◽  
The Relationship ◽  
Individual Commitment

The relationship between organization and environment, based on the need to gather information and find resources, is increasingly characterized by a high level of uncertainty. Uncertainty means that managers do not have enough information and time to anticipate changes and make good decisions. More and more managers make decisions about new problems or situations. The level of risk increases, as well as the degree of complexity that the decision maker has to face. Under these conditions, organizations are moving towards the use of groups. The main purpose of the current research is to identify what are the most important benefits and limits of the group referring to its size, taking into analysis the banking institutions. For the current study is adopted the quantitative research and for the data collection is used the questionnaire. A total of 344 questionnaire are distributed. 80 percent of the participants agree that group size affects the quality of the decisions made and most of them prefer small groups. Also, most of them believe that within large groups are more conflicts, the relationships between members are more formal, the attention and individual commitment are lower than in small groups, the consensus is difficult, decisions can be made only through a voting process and there are no delays in decision-making, but coordination problems are not necessarily higher than within small groups.

Sign in / Sign up

Export Citation Format

Share Document