טכניון מכון טכנולוגי לישראל
הטכניון מכון טכנולוגי לישראל - בית הספר ללימודי מוסמכים  
M.Sc Thesis
M.Sc StudentFreund Feinstein Uzi
SubjectInvestigation of Preferences as a Methodology for Measuring
Quality and Level of Service in Domestic Air
Transportation
DepartmentDepartment of Quality Assurance and Reliability
Supervisors Professor Shlomo Bekhor
Mr. Yaacov Nahmani


Abstract

Recent years have witnessed a growing interest in finding methods for measuring and analyzing the preferences of airlines' passengers. This research deals with the development of a methodology intended for such purposes in a small domestic network. The proposed methodology employs advanced mathematical-statistical methods targeted to identify stands and preferences of customers, as well as produce econometric analysis. The applicability of this methodology to domestic air transportation was examined in Israel. A computerized field survey based on the Stated Preference method (SP) was carried out in all five domestic airports. 155 passengers were interviewed face-to-face. A laptop portable computer was used for presentation of questionnaires and logging answers. Each questionnaire was specifically adapted for each airport and each type of airline equipment used at place. The reactions of each interviewee were analyzed using MNL models combined with advanced statistical tools.

This research yielded the following findings:

1.      Passengers' reasons and perceptions for taking a domestic flight are not consistent with traditional literature. Personal travelers and tourists value attributes such as quality of service and comfort; business passengers value security and safety, speed and direct flights.

2.      Passengers' willingness to use air transportation operated by HSNet system is high, but in order to maximize it, the following measures are required:

a)   Establish new and profound discounted fares to stimulate willingness to pay.

b)   Reduce flight time to make HSNet flights more attractive.

c)   Improve a range of service attributes. 

3.      An examination of the preferred airplane type show a high preference to RJ models currently not in use in Israel, medium preference to narrow-body jets, and a low preference to turbo-prop airplanes.

4.      The sample population show medium sensitivity to time and price, while the personal traveling sector, the tourists and business travelers show low, medium and high sensitivities, respectively. Similar results were gained at the examination of VOT. These results show lack of correspondence with former research results; therefore they require cautious treatment with regards to sample size and significance in some of the results.


The research results suggest that the proposed methodology is suitable for quality of service analysis in air transportation. In addition, the ability to provide econometric measures and characteristics of demand, enhance the strength of this method. Implementation of the proposed methodology can establish a powerful managerial tool for diagnosing the existing and required level of quality demanded by customers of this transportation sector.