Exploring the gap between travel expectations and actual experiences of young adults living in Helsinki
Le, Phuong Thanh (2026)
2026
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-202604308646
https://urn.fi/URN:NBN:fi:amk-202604308646
Tiivistelmä
This study explores the gap between travel expectations and actual experiences of young adults in Helsinki and analyzes the impact of expectations and actual experiences on trip satisfaction, based on the Expectation-Disconfirmation Theory. The research methodology combines quantitative and qualitative methods. Data was collected from surveys of 106 young adults aged 18 to 34 living in Helsinki who had travelled domestically in Finland or internationally within the past 12 months.
Quantitative results show that both travel expectations and actual experiences contribute positively to satisfaction, and actual experiences have a stronger impact. Conversely, the gap between expectations and experience partially mediates the relationship between expectations and satisfaction and negatively impacts satisfaction.
Furthermore, the qualitative analysis using thematic analysis of opened-ended responses revealed that young people's travel expectations are primarily shaped by social media, online reviews, and recommendations from friends and relatives. The difference between expectations and experiences often relates to cost, service quality, cuisine, actual conditions at the destination, and unforeseen situations. Despite the remaining gaps between expectations and reality, most participants still rated their trips positively and were satisfied.
The research findings suggest that travel satisfaction can be improved by effectively managing expectations and ensuring high-quality experience. Simultaneously, the study contributes empirical evidence to the theory of the expectation-experience gap in the context of youth travel.
Quantitative results show that both travel expectations and actual experiences contribute positively to satisfaction, and actual experiences have a stronger impact. Conversely, the gap between expectations and experience partially mediates the relationship between expectations and satisfaction and negatively impacts satisfaction.
Furthermore, the qualitative analysis using thematic analysis of opened-ended responses revealed that young people's travel expectations are primarily shaped by social media, online reviews, and recommendations from friends and relatives. The difference between expectations and experiences often relates to cost, service quality, cuisine, actual conditions at the destination, and unforeseen situations. Despite the remaining gaps between expectations and reality, most participants still rated their trips positively and were satisfied.
The research findings suggest that travel satisfaction can be improved by effectively managing expectations and ensuring high-quality experience. Simultaneously, the study contributes empirical evidence to the theory of the expectation-experience gap in the context of youth travel.