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Identifying mobility service needs for disabled air passengers

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  • Chang, Yu-Chun
  • Chen, Ching-Fu

Abstract

One outcome of air transportation deregulation policies worldwide is the growing number of passengers, including people with a disability. Because social equality is recognized as a worthwhile objective, providing an environment at both the airport terminal and on-board aircraft that eases travel for those with various impairments is an objective airlines and airport authorities increasingly view as important, and which they monitor. In order to understand the disabled traveler’s wants and needs, this paper applied importance-performance analysis (IPA) to examine the perception of, and satisfaction with, air transportation services. Data from a sample of 130 respondents with lower extremity function impairment is presented in this research. The results show the service needs are different across three levels of disability categorized as minor, moderate, and severe.

Suggested Citation

  • Chang, Yu-Chun & Chen, Ching-Fu, 2011. "Identifying mobility service needs for disabled air passengers," Tourism Management, Elsevier, vol. 32(5), pages 1214-1217.
    • Handle: RePEc:eee:touman:v:32:y:2011:i:5:p:1214-1217
    DOI: 10.1016/j.tourman.2010.11.001
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    References listed on IDEAS

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    1. Lovelock, Brent A., 2010. "Planes, trains and wheelchairs in the bush: Attitudes of people with mobility-disabilities to enhanced motorised access in remote natural settings," Tourism Management, Elsevier, vol. 31(3), pages 357-366.
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    Citations

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    Cited by:

    1. Chang, Yu-Chun & Chen, Ching-Fu, 2012. "Service needs of elderly air passengers," Journal of Air Transport Management, Elsevier, vol. 18(1), pages 26-29.
    2. Chang, Yu-Chun & Chen, Ching-Fu, 2012. "Overseas travel choice for persons with reduced mobility," Journal of Air Transport Management, Elsevier, vol. 20(C), pages 43-45.
    3. Pan, Frank C., 2015. "Practical application of importance-performance analysis in determining critical job satisfaction factors of a tourist hotel," Tourism Management, Elsevier, vol. 46(C), pages 84-91.
    4. repec:jtr:journl:v:6:y:2013:i:1:p:9-33 is not listed on IDEAS
    5. Ezgi Özcan & Zehra Güçhan Topcu & Hüseyin Arasli, 2021. "Determinants of Travel Participation and Experiences of Wheelchair Users Traveling to the Bodrum Region: A Qualitative Study," IJERPH, MDPI, vol. 18(5), pages 1-27, February.
    6. Chang, Yu-Chun & Chen, Ching-Fu, 2012. "Meeting the needs of disabled air passengers: Factors that facilitate help from airlines and airports," Tourism Management, Elsevier, vol. 33(3), pages 529-536.
    7. Budd, Lucy & Ison, Stephen, 2020. "Supporting the needs of special assistance (including PRM) passengers: An international survey of disabled air passenger rights legislation," Journal of Air Transport Management, Elsevier, vol. 87(C).
    8. Hyunsuk Choi & Saehya Ann & Kwang-Woo Lee & Duk-Byeong Park, 2018. "Measuring Service Quality of Rural Accommodations," Sustainability, MDPI, vol. 10(2), pages 1-15, February.
    9. Bezerra, George Christian Linhares & Gomes, Carlos F., 2016. "Measuring airport service quality: A multidimensional approach," Journal of Air Transport Management, Elsevier, vol. 53(C), pages 85-93.
    10. Amanda Fernandes Ferreira & Yuka Akasaka & Mirian Greiner de Oliveira Pinheiro & S. K. Jason Chang, 2020. "Information as the First Attribute of Accessibility: A Method for Assessing the Information Provided by Urban Rail Systems to Tourists with Reduced Mobility," Sustainability, MDPI, vol. 12(23), pages 1-28, December.
    11. Randle, Melanie & Dolnicar, Sara, 2019. "Enabling people with impairments to use Airbnb," Annals of Tourism Research, Elsevier, vol. 76(C), pages 278-289.
    12. Rubio-Andrada, Luis & Celemín-Pedroche, María Soledad & Escat-Cortés, María-Dolores & Jiménez-Crisóstomo, Abel, 2023. "Passengers satisfaction with the technologies used in smart airports: An empirical study from a gender perspective," Journal of Air Transport Management, Elsevier, vol. 107(C).
    13. Kuan-Mien Hsieh & Frank Pan, 2019. "Importance and performance analysis on the investor’s choice of an offshore mutual fund and a bank channel in Taiwan," International Journal of Finance & Banking Studies, Center for the Strategic Studies in Business and Finance, vol. 8(3), pages 01-12, July.

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