Supplement to MTI Study on Selective Passenger Screening in the Mass Transit Rail Environment, MTI Report 09-05

This supplement updates and adds to MTIs 2007 report on Selective Screening of Rail Passengers (Jenkins and Butterworth MTI 07-06: Selective Screening of Rail Passengers). The report reviews current screening programs implemented (or planned) by nine transit agencies, identifying best practices. The authors also discuss why three other transit agencies decided not to implement passenger screening at this time. The supplement reconfirms earlier conclusions that selective screening is a viable security option, but that effective screening must be based on clear policies and carefully managed to avoid perceptions of racial or ethnic profiling, and that screening must have public support. The supplement also addresses new developments, such as vapor-wake detection canines, continuing challenges, and areas of debate. Those interested should also read MTI S-09-01 Rail Passenger Selective Screening Summit

Development of an innovative technology based youth passenger safety program - an evidence-based approach

Young drivers are overrepresented in motor vehicle crash rates, and their risk increases when carrying similar aged passengers. Graduated Driver Licensing strategies have demonstrated effectiveness in reducing fatalities among young drivers, however complementary approaches may further reduce crash rates. Previous studies conducted by the researchers have shown that there is considerable potential for a passenger focus in youth road safety interventions, particularly involving the encouragement of young passengers to intervene in their peers’ risky driving (Buckley, Chapman, Sheehan & Davidson, 2012). Additionally, this research has shown that technology-based applications may be a promising means of delivering passenger safety messages, particularly as young people are increasingly accessing web-based and mobile technologies. This research describes the participatory design process undertaken to develop a web-based road safety program, and involves feasibility testing of storyboards for a youth passenger safety application. Storyboards and framework web-based materials were initially developed for a passenger safety program, using the results of previous studies involving online and school-based surveys with young people. Focus groups were then conducted with 8 school staff and 30 senior school students at one public high school in the Australian Capital Territory. Young people were asked about the situations in which passengers may feel unsafe and potential strategies for intervening in their peers’ risky driving. Students were also shown the storyboards and framework web-based material and were asked to comment on design and content issues. Teachers were also shown the material and asked about their perceptions of program design and feasibility. The focus group data will be used as part of the participatory design process, in further developing the passenger safety program. This research describes an evidence-based approach to the development of a web-based application for youth passenger safety. The findings of this research and resulting technology will have important implications for the road safety education of senior high school students

What Makes a Good Passenger? From Teen Drivers’ Perspectives

An exploratory study was designed to examine male and female teenage drivers’ perceptions and expectations of peer passengers. Qualitative methods were used to interview and survey 16- and 17-year-old licensed drivers. 10 interviewees and 96 survey respondents were included in the analysis. Consistent with previous studies, teenage drivers were concerned about passenger-related distractions. There were noticeable differences between males and females in their perceptions of peer behaviors: females most expected passengers to be non-distracting and polite and males most expected passengers to behave maturely. Future studies should focus on social factors and the psychosocial function of driving for better understanding of the peer passenger interactions, and ultimately the development of passenger-related crash prevention efforts

I can sit but I’d rather stand: Commuter’s experience of crowdedness and fellow passenger behaviour in carriages on Australian metropolitan trains

For many people in Australia, crowding is a major issue and an unavoidable aspect of their daily rail commute. Australian passenger experiences, perceptions of, and their reactions to crowding are not well understood. To gain an understanding of passenger perceptions and tolerance of railway crowding and the impact of passenger behaviour on the crowding experience, qualitative (Stage 1) and quantitative (Stage 2) fieldwork was undertaken between 2009 and 2010 across the five metropolitan railways in Australia. Some results from Stage 1, a two-part qualitative study are given. This involved ethnographic participant observations on trains in five States and 20 focus groups with a total of 179 Australian rail passengers. Focus group participants discussed their reactions to being in close proximity to others in a closed environment and these are examined. This paper will explore the ways in which passengers experience, tolerate and construct perceptions of crowdedness through both avoidance techniques and interactions with fellow passengers

Impact of airline service quality on overall and female passengers' satisfaction : a case study of Tonga's domestic aviation market : a 190.893 (120 credit) research report presented in partial fulfilment of the requirements for the degree of Master of Aviation at Massey University, Palmerston North, New Zealand

The primary objectives of this thesis are to determine the direct impact of airline service quality on passengers’ satisfaction in Tonga’s domestic aviation market. The determinants of airline service quality were identified by using the SERVQUAL dimensions (assurance, empathy, reliability, responsiveness and tangibles) as measurable indicators. A survey was conducted and 205 questionnaires were collected and analysed. Empirical results obtained via the structural equation modelling (SEM) approach revealed that airline service quality has a direct impact on overall and female passengers’ satisfaction. Furthermore, both overall and female passengers were mostly satisfied with the responsiveness dimension. The tangibles dimension was the dimension with the lowest level of satisfaction for overall passengers and the reliability dimension was the dimension with the lowest satisfaction for female passengers. Importantly, the research highlights the different levels of satisfaction among airline passengers in the monopolistic Tongan domestic aviation market. The findings have implications for the airline management

The Relationship Between Demographic Characteristics, Types of Contact with Police, and Perceptions of Police

Police officers play a very important role in their communities, considering they need to interact with the public in order to carry out their duties. For that reason, the relationship between the public and police officers has been the focus of many studies. The current study analyzed data from the 2011 Police-Public Contact Survey (n= 49,246). The study was conducted in three separate parts - the relationship between individual demographic characteristics and type of contact with the police, individual demographic characteristics and perceptions of police, and type of contact with the police and perceptions of the police. The results from this study were consistent with previous findings from studies that used smaller populations, as it was found that women were more likely to have voluntary contact with police than men, non-Hispanics had more voluntary contact with police than those of Hispanic Origin, women reported more positive perceptions of police, there was a positive relationship between age and perception of the police, and those who had voluntary contact had a more positive perception of police officers than those who had involuntary contact

Longitudinal Analysis of Perceived and Objective Airline Performance Quality

Commercial air carrier performance is a multivariable function, uniquely and substantially impacted by passenger\u27s perception of negative employee behavior. High industry visibility, coupled with exponential social media growth, has provided the incredible potential to either widen or narrow the perception-performance gap. The present research conducts a rare longitudinal evaluation of objective airline performance quality in contrast with consumer perceptions of perceived airline performance and the dynamic changes occurring therein. Additionally, the implications regarding air carriers facing both objective and perceived performance challenges, as well as implications for the industry as a whole, are discussed. Utilizing nearly 30 years of objective airline performance data gathered by the annual Airline Quality Rating, integrated with a decade of passenger perception and behavioral research from the Airline Passenger Survey, a longitudinal model of disparity is created analyzing performance perceptions versus reality through the identification of relational patterns in the data sets. The change in the degree of disparity, between actual and perceived performance, as it relates to the dissemination of highly visible performance events (both positive and negative) are assessed. The objective and perceived performance gap has the potential to widen over time and is likely to continue to expand in the near future. The development of this longitudinal model provides an improved understanding of passenger perceptions and behaviors relating to negative employee behavior, which, previously a micro-level experience, now has the ability to be disseminated to a global consumer audience, potentially resulting in far-reaching consequences

Factors Influencing In-flight Service Quality towards Airline Passenger Loyalty in Myanmar, at Yangon Airport

This study aims to analyze the influence of in-flight service quality on factors towards airline passenger loyalty in Myanmar, at Yangon Airport. The key variables as the factors include perceived value, electronic-word of mouth (EWOM), passenger satisfaction and airline brand image. This research employs a non-probability sampling method in collecting data from online questionnaires using quantitative research methodology with simple and multiple linear regressions and descriptive data analysis to provide a comprehensive understanding of passengers’ perceptions and experiences. The results show that passenger satisfaction is the strongest influence on passenger loyalty, followed by airline brand image and EWOM. Purpose: The purpose of this study aims to identify the influence of in-flight service quality on the variables towards passenger loyalty in Myanmar, at Yangon Airport. As the aviation industry continues to grow, understanding the influence of in-flight service quality on the factors towards passenger loyalty has become crucial for airlines. By identifying the influence of in-flight service quality through the passenger loyalty, this study examines the positively impact on passenger loyalty which helps to Myanmar airlines enhancing positive passenger experiences through in-flight service and building long-term relationships with passengers leading to ultimate growth. Design/Methodology/Approach: This study employs quantitative research method to comprehensively investigate the influence of in-flight service quality on the variables towards passenger loyalty. Through a non-probability method using snowball sampling approaches, data is collected online surveys from passengers who have flown with Myanmar airlines and flown from Yangon Airport. The survey in the questionnaires includes three sections with total 29 items to collect data. Moreover, JAMOVI Program is used to test the reliability of questionnaires with pilot test and the hypotheses of the research. Findings: This study reveals that the influencing of in-flight service quality towards passenger loyalty based on the factors: passenger satisfaction which is the most significantly influence, followed by airline brand image and lastly, EWOM. Research Limitations/Implications: This study is specific to Myanmar Airlines and their services, limiting the application to the broader airline industry, which varies in quality across different airlines, regions, and customer segments. However, this study has implications for airlines seeking to enhance passenger experiences and loyalty through tailored in-flight service offerings. Originality/value: This study contributes to the growing body of knowledge in the field of aviation and passenger perceptions, particularly in the unique context of Yangon Airport and Myanmar’s aviation landscape

Passenger Flows in Underground Railway Stations and Platforms, MTI Report 12-43

Urban rail systems are designed to carry large volumes of people into and out of major activity centers. As a result, the stations at these major activity centers are often crowded with boarding and alighting passengers, resulting in passenger inconvenience, delays, and at times danger. This study examines the planning and analysis of station passenger queuing and flows to offer rail transit station designers and transit system operators guidance on how to best accommodate and manage their rail passengers. The objectives of the study are to: 1) Understand the particular infrastructural, operational, behavioral, and spatial factors that affect and may constrain passenger queuing and flows in different types of rail transit stations; 2) Identify, compare, and evaluate practices for efficient, expedient, and safe passenger flows in different types of station environments and during typical (rush hour) and atypical (evacuations, station maintenance/ refurbishment) situations; and 3) Compile short-, medium-, and long-term recommendations for optimizing passenger flows in different station environments