An Investigation into the Key Factors Influencing the Customer Usage of Urban Air Mobility Services

Abstract

The research entails the investigation of the key factors influencing the “customer usage of UAM services”. The research question is, “To what extent are key factors influencing the customer usage of UAM services?”. The question is related to an emerging market for UAM services and how different factors influence the usage of these services, including the reasons for this, how they influence each other, and the extent of the influence. The research is approached through collecting secondary data on UAM service adoption and service quality as part of an in-depth case study, where primary data is collected using interviews and analyzed with an adjusted grounded theory approach. The main findings indicate that “access” is the most important factor and “courtesy” is the least important factor, when representing their related “UAM service adoption” factors. This means that “access” should be of utmost importance when developing these services in order to boost service usage.