Importance of service quality in air travel for Generation Z Pax: A door-to-door perspective at the case of Switzerland
Type
conference lecture
Date Issued
2025-07-05
Author(s)
Abstract
This study looked at the whole travel chain from home to the final destination and elaborated on importance of service along the travel chain by looking at the needs of Gen. Z people. The originality lies in the integrated approach across the travel chain. The focus lies on leisure travellers, which have gained in importance with respect to demand after COVID. The purpose is to learn about generation Z's leisure travel behaviour. Which aspects of service quality along an air travel door-to-door approach are the most relevant for Generation Z passengers taking a short-haul flight for leisure in the Schengen area?
A customer survey was conducted. The respondents were provided an Adaptive Choice-Based Conjoint (ACBC) survey, where trade offs were measured. This method was sourrounded by a literature review and quantitative questions in the survery. Some qualitative interviews supported the setting up of the questionnaire.
Results show that public transport is most frequently used to travel to and from the airport. The flight itself, as a core product of an air travel journey, is most important. The offers at both airports (origine and destination) tend to have the lowest impact. Distances played an essential role at both airports. Regarding airport offers, restaurants have been rated the most important. On a flight, cleanliness, comfort and legroom, temperature, fresh air, and skills and friendliness of staff were rated the highest.
A customer survey was conducted. The respondents were provided an Adaptive Choice-Based Conjoint (ACBC) survey, where trade offs were measured. This method was sourrounded by a literature review and quantitative questions in the survery. Some qualitative interviews supported the setting up of the questionnaire.
Results show that public transport is most frequently used to travel to and from the airport. The flight itself, as a core product of an air travel journey, is most important. The offers at both airports (origine and destination) tend to have the lowest impact. Distances played an essential role at both airports. Regarding airport offers, restaurants have been rated the most important. On a flight, cleanliness, comfort and legroom, temperature, fresh air, and skills and friendliness of staff were rated the highest.
Language
English (United States)
Keywords
air traveler travel chain
generation z
leisure travel
HSG Classification
contribution to scientific community
Refereed
Yes
Subject(s)
Division(s)
File(s)![Thumbnail Image]()
open.access
Name
Service quality_Eliane Huber_ATRS Conference 2025.pdf
Size
1.66 MB
Format
Adobe PDF
Checksum (MD5)
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