Heterogeneity in passenger satisfaction with air-rail integration services: Results of a finite mixture partial least squares model

Air-rail integration services (ARIS) are a promising solution for intermodal travel, but they also offer challenges such as trip complexity and uncertainty that may negatively impact passenger satisfaction. This paper addresses the quality evaluation of ARIS with twofold purpose, specifically, (1) to explore causal relationships between psychological behavioral variables passengers (2) identify different groups precise service improvements. The among expectations, perceived quality, value, satisfaction, complaints loyalty hypothesized analyzed by using satisfaction index (PSI) model based on representative sample 1,345 at Shijiazhuang Zhengding International Airport (SJW). Next, finite mixture partial least squares (FIMIX-PLS) technique is applied heterogeneity. results suggest value expectations have positive effect which, in turn, influences complaints. Moreover, three segments found, namely, “perceived expectation-oriented passengers”, quality-oriented “satisfied loyal-conscious passengers”. Interestingly, an overall similarity observed importance-performance map analysis (IPMA) method. Nevertheless, some noticeable differences psychological-behavioral identified. Finally, managerial implications discussed.