Airline choice model: the role of satisfaction latent variable.

dc.contributor.advisorCórdoba Maquilón, Jorge Eliecerspa
dc.contributor.advisorLaniado Rodas, Henryspa
dc.contributor.advisorSarmiento Ordosgoitia, Ivanspa
dc.contributor.authorMuñoz Hoyos, Claudia Helenaspa
dc.contributor.corporatenameUniversidad Nacional de Colombia - Sede Medellínspa
dc.contributor.researchgroupVIAS Y TRANSPORTE (VITRA)spa
dc.date.accessioned2020-08-25T19:51:07Zspa
dc.date.available2020-08-25T19:51:07Zspa
dc.date.issued2020-08-14spa
dc.description.abstractUnderstanding and modeling travelers’ decisions on air transportation by correctly analyzing passengers’ satisfaction and their airline choice are essential elements in air transportation planning. However, the relationship between passengers’ satisfaction with airlines and their airline choice behavior has been developed in each area independently from the other. This research reduces the gap between air traveler satisfaction assessment and airline choice by analyzing how air traveler satisfaction influences the air carrier choice process. This research focuses on understanding how travelers choose airlines for international round-trip flights, identifying the relevant factors that passengers take into account and quantify the impact of traveler satisfaction has on their preferences. For this purpose, three different databases were collected and used. First, we study the role of service quality perceptions in determining passengers’ satisfaction. Traveler perception of service quality was evaluated, considering it as a chain of services related to departure airport service, airline service, and arrival airport service. Thus, a new scale for assessing passenger experiences in air travel is proposed. We apply a second survey to find a robust customer satisfaction index for air journeys. In which, structural equation modeling was applied to validate the theoretical model by examining the relationship between service quality stages, perceived value, passenger satisfaction, and behavioral intentions. Finally, we use the third survey for analyzing air passengers’ demand for international round-trip flights. With this survey, we found models without latent variables, and subsequently, they were included to find a hybrid discrete choice model. Thus, this study hypothesizes that the airline choice process depends not only on a set of measurable factors but also on passenger satisfaction with the airline which, in turn, is influenced by travelers’ personality traits. Results indicate that passenger's personality traits, which were measured through a personality test, allow explaining the passenger satisfaction with the airlines. Furthermore, passenger satisfaction with each airline service is associated with airlines’ utilities. Therefore, by incorporating traveler satisfaction with airline into an airline choice model, choice behavior can be modeled more precisely. Hence, the service quality scale for air travel, the customer satisfaction index for air journeys and the hybrid choice model found in this research provide useful information for developing effective operational and marketing strategies for successful air transportation management. Keywords: Service quality, passenger satisfaction, satisfaction index, airline choice model, personality traits, round-trip flights.spa
dc.description.abstractComprender y modelar las decisiones de los viajeros con respecto al transporte aéreo, analizando correctamente la satisfacción de los pasajeros y la elección de una aerolínea son elementos esenciales en la planificación del transporte aéreo. Sin embargo, la relación entre la satisfacción de los pasajeros con las aerolíneas y sus elecciones, se ha desarrollado en cada área independientemente de la otra. Esta investigación reduce la brecha que existe entre la evaluación de la satisfacción del viajero aéreo y la elección de la aerolínea, al analizar cómo la satisfacción del viajero con una aerolínea, influye en el proceso de elección de la misma. Esta investigación se centra en comprender cómo los viajeros eligen aerolíneas para vuelos internacionales de ida y vuelta, identificando los factores relevantes que los pasajeros tienen en cuenta y cuantificando el impacto de la satisfacción del viajero en sus preferencias. Para este propósito, se recopilaron y utilizaron tres bases de datos diferentes. Primero, se estudió el papel de las percepciones de la calidad del servicio en la satisfacción de los pasajeros. La percepción del viajero sobre la calidad del servicio se evaluó, considerándola como una cadena de servicios relacionados con el servicio del aeropuerto de salida, el servicio de la aerolínea y el servicio del aeropuerto de llegada. Por lo tanto, se propone una nueva escala para evaluar las experiencias de los pasajeros en viajes aéreos. Aplicamos una segunda encuesta para encontrar un índice robusto de satisfacción del cliente para viajes aéreos. En el cual, se aplicó el modelo de ecuaciones estructurales para validar el modelo teórico, al examinar la relación entre las etapas de calidad del servicio, el valor percibido, la satisfacción del pasajero y su lealtad. Finalmente, la tercera encuesta se usa para analizar la demanda de los pasajeros aéreos en vuelos internacionales de ida y vuelta, donde inicialmente se obtienen modelos sin variables latentes y posteriormente las variables latentes son incluidas para encontrar un modelo híbrido de elección discreta. Por lo tanto, este estudio plantea la hipótesis de que el proceso de elección de la aerolínea depende no solo de un conjunto de factores medibles, sino también de la satisfacción de los pasajeros con la aerolínea, que a su vez está influenciada por los rasgos de personalidad de los viajeros. Los resultados indican que los rasgos de personalidad de los pasajeros medidos a través de un test de personalidad permiten explicar la satisfacción de los pasajeros con las aerolíneas; además, se encontró la satisfacción de los pasajeros con cada servicio de la aerolínea está asociada con las utilidades de las aerolíneas. Así, el comportamiento de elección se puede modelar con mayor precisión, al incorporar la satisfacción del viajero con la aerolínea en un modelo de elección. Por lo tanto, la escala de calidad del servicio, el índice de satisfacción del cliente para viajes aéreos y el modelo de híbrido de elección de aerolínea que se encuentra en esta investigación, proporcionan información útil para desarrollar estrategias efectivas de operación y de marketing para una gestión exitosa en el transporte aéreo. Palabras claves: Calidad del servicio, satisfacción del pasajero, índice de satisfacción, modelo de elección de aerolínea, rasgos de personalidad, vuelos ida y vuelta.spa
dc.description.degreelevelDoctoradospa
dc.description.degreenameDoctor en Ingeniería – Ingeniería Civilspa
dc.format.extent214spa
dc.format.mimetypeapplication/pdfspa
dc.identifier.citationMunoz, C. (2020). Airline choice model: the role of satisfaction latent variable. Thesisspa
dc.identifier.instnameUniversidad Nacional de Colombiaspa
dc.identifier.urihttps://repositorio.unal.edu.co/handle/unal/78222
dc.language.isoengspa
dc.publisher.branchUniversidad Nacional de Colombia - Sede Medellínspa
dc.publisher.departmentDepartamento de Ingeniería Civilspa
dc.publisher.facultyFacultad de Minasspa
dc.publisher.placeMedellínspa
dc.publisher.programMedellín - Minas - Doctorado en Ingeniería - Ingeniería Civilspa
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dc.rightsDerechos reservados - Universidad Nacional de Colombiaspa
dc.rights.accessrightsinfo:eu-repo/semantics/openAccessspa
dc.rights.licenseAtribución-NoComercial-SinDerivadas 4.0 Internacionalspa
dc.rights.spaAcceso abiertospa
dc.rights.urihttp://creativecommons.org/licenses/by-nc-nd/4.0/spa
dc.subject.ddc620 - Ingeniería y operaciones afines::624 - Ingeniería civilspa
dc.subject.proposalService qualityeng
dc.subject.proposalCalidad del serviciospa
dc.subject.proposalPassenger satisfactioneng
dc.subject.proposalSatisfacción del pasajerospa
dc.subject.proposalIndice de satisfacciónspa
dc.subject.proposalSatisfaction indexeng
dc.subject.proposalModelo de elección de aerolíneaspa
dc.subject.proposalAirline choice modeleng
dc.subject.proposalPersonality traitseng
dc.subject.proposalRasgos de personalidadspa
dc.subject.proposalRound-trip flightseng
dc.subject.proposalVuelos ida y vueltaspa
dc.titleAirline choice model: the role of satisfaction latent variable.spa
dc.title.alternativeModelo de elección de aerolínea: el rol de la variable latente satisfacción.spa
dc.typeTrabajo de grado - Doctoradospa
dc.type.coarhttp://purl.org/coar/resource_type/c_db06spa
dc.type.coarversionhttp://purl.org/coar/version/c_970fb48d4fbd8a85spa
dc.type.contentTextspa
dc.type.driverinfo:eu-repo/semantics/doctoralThesisspa
dc.type.versioninfo:eu-repo/semantics/publishedVersionspa
oaire.accessrightshttp://purl.org/coar/access_right/c_abf2spa

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