Understanding Attendee Satisfaction at Planned Special Events: Role of Quality of Transportation Services and Prior Expectations

This paper is focused on understanding the factors driving the satisfaction of the attendees at a large annual planned special event named AirVenture during the arrival and departure processes from the event site. The study uses data from a survey conducted amongst 627 attendees at AirVenture 2019, a large air show held in Oshkosh, Wisconsin. Survey respondents reported their experienced quality of transportation related services and satisfaction with the arrival and departure processes, along with other socio-demographic information. Using the available data, the authors use a bivariate ordered probit model to delineate the factors driving attendees’ satisfaction during the arrival and the departure processes. Results indicate that attendees’ satisfaction is largely driven by the quality of the transportation services available at the event site, including wait times to enter/exit from various parking lots, travel time to reach from parking lots to the main gate of the event site (and visa-versa) etc. Further, the results also suggest that the past experience with the event during previous event years or during the arrival process sets the expectation for the quality of transportation services at future time periods and thus affects satisfaction. Lastly, the estimated model suggests the presence of significant systematic heterogeneity in the effect of various factors on arrival and departure satisfactions. The insights provided from these results can help improve transportation planning for special events by identifying ways to increase attendees’ satisfaction with the system.

Language

  • English

Media Info

  • Media Type: Web
  • Features: Figures; References; Tables;
  • Pagination: 15p

Subject/Index Terms

Filing Info

  • Accession Number: 01764216
  • Record Type: Publication
  • Report/Paper Numbers: TRBAM-21-02879
  • Files: TRIS, TRB, ATRI
  • Created Date: Dec 23 2020 11:22AM