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Luca D’Alonzo
University of Chieti–Pescara

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Conference paper
Published: 17 August 2021 in Decision Economics: Minds, Machines, and their Society
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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.

ACS Style

Luca D’Alonzo; M. Chiara Leva; Edgardo Bucciarelli; Nicola Mattoscio. Evaluating the Behavioural Impact of Risk Exposure and Quality of Services Attributes on Preferences of Airline Customers: A Choice Behaviour Experiment. Decision Economics: Minds, Machines, and their Society 2021, 80 -91.

AMA Style

Luca D’Alonzo, M. Chiara Leva, Edgardo Bucciarelli, Nicola Mattoscio. Evaluating the Behavioural Impact of Risk Exposure and Quality of Services Attributes on Preferences of Airline Customers: A Choice Behaviour Experiment. Decision Economics: Minds, Machines, and their Society. 2021; ():80-91.

Chicago/Turabian Style

Luca D’Alonzo; M. Chiara Leva; Edgardo Bucciarelli; Nicola Mattoscio. 2021. "Evaluating the Behavioural Impact of Risk Exposure and Quality of Services Attributes on Preferences of Airline Customers: A Choice Behaviour Experiment." Decision Economics: Minds, Machines, and their Society , no. : 80-91.

Journal article
Published: 18 May 2021 in Sustainability
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This paper aims to analyze the impact that different attributes related to a Regional Airport service and the socio-economic factors of the passengers have on the passenger’s overall satisfaction. The study also compared passenger and employee satisfaction in relation to the service offered by the airport, to identify possible critical areas of improvement. An Ordinal Logistic Regression (OLR) approach was used to model how the attributes considered for qualifying airport services and the socio-economic variables impact the predicted variable (i.e., passenger satisfaction). Furthermore, the results were triangulated to include quality and safety performance indicators as an objective anchor point for the performance of the company. The findings indicate interesting areas of difference between the perceptions of the passengers and airport employees regarding a company’s services and its performance. The company managers in the key areas of operation were then asked to select the main areas of improvement among the ones highlighted by the survey’s results. Quality and safety indicators were also helpful in enriching the analysis and indicating good synergy with the suggestions collected from the passengers’ and the employees’ surveys, offering yet another complementary perspective.

ACS Style

Luca D’Alonzo; Maria Leva; Edgardo Bucciarelli. Comparing Passenger Satisfaction, Employees’ Perspective and Performance on Quality and Safety Indicators: A Field Study. Sustainability 2021, 13, 5636 .

AMA Style

Luca D’Alonzo, Maria Leva, Edgardo Bucciarelli. Comparing Passenger Satisfaction, Employees’ Perspective and Performance on Quality and Safety Indicators: A Field Study. Sustainability. 2021; 13 (10):5636.

Chicago/Turabian Style

Luca D’Alonzo; Maria Leva; Edgardo Bucciarelli. 2021. "Comparing Passenger Satisfaction, Employees’ Perspective and Performance on Quality and Safety Indicators: A Field Study." Sustainability 13, no. 10: 5636.