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Evaluating the Behavioural Impact of Risk Exposure and Quality of Services Attributes on Preferences of Airline Customers: A Choice Behaviour Experiment

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Part of the Studies in Computational Intelligence book series (SCI,volume 990)

Abstract

This paper investigates how a flight profile based on attributes related to the quality of service and risk exposure may affect passengers’ willingness to pay different flight fares and how this behaviour may be studied, in turn, by socio-economic factors. To this purpose, three experimental sessions were designed and piloted with Irish undergraduates before being deployed with real passengers at the Dublin and Pescara International Airports. Specifically, the results of the first session aimed to identify the adequacy of the set of attributes in view of the two next sessions. The overall results show that students prefer to pay a lower fare traveling with a low-cost carrier rather than a full-service carrier as well as they are more sensitive to the chance that an accident occurring due to human error during the flight compared to other risk exposure attributes.

Keywords

  • Sequential decision making
  • Choice behaviour experiment
  • Flight service quality
  • Flight risk exposure
  • Logistic regression model

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Fig. 1.

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Aknowledgements

The authors wish to thank Kate Abrams, Michael Kleen, Assia Liberatore, Vincent Martin, Peter Vovsha, and two anonymous referees for their constructive criticisms, comments, and suggestions on earlier drafts.

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Correspondence to Luca D’Alonzo .

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Appendix

Appendix

This appendix lists some of the screenshots of the web-based graphical user interface (GUI) designed for and used in the experimental study.

Fig. 2.
figure 2

GUI, Sect. 1. Socio-economic characteristics: gender, age, and income.

Fig. 3.
figure 3

GUI, Sect. 1. Socio-economic characteristics: trip purpose, and flight frequency.

Fig. 4.
figure 4

GUI, Sect. 2. Risk attributes: flight delay, and pilot error.

Fig. 5.
figure 5

GUI, Sect. 2. Risk attributes: flight storm, and technical failure.

Fig. 6.
figure 6

GUI, Sect. 3. Quality attributes: flight type, destination airport, and carrier type.

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D’Alonzo, L., Chiara Leva, M., Bucciarelli, E., Mattoscio, N. (2021). Evaluating the Behavioural Impact of Risk Exposure and Quality of Services Attributes on Preferences of Airline Customers: A Choice Behaviour Experiment. In: Bucciarelli, E., Chen, SH., Corchado, J.M., Parra D., J. (eds) Decision Economics: Minds, Machines, and their Society. DECON 2020. Studies in Computational Intelligence, vol 990. Springer, Cham. https://doi.org/10.1007/978-3-030-75583-6_8

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