The Effect of Airport Self-Service Characteristics on Passengers’ Perceived Value, Satisfaction, and Behavioral Intention: Based on the SOR Model

Jong-Hyeon Kim and Jin-Woo Park
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Jong-Hyeon Kim: School of Business, Korea Aerospace University, Goyang-si 10540, Korea
Jin-Woo Park: School of Business, Korea Aerospace University, Goyang-si 10540, Korea

Sustainability, 2019, vol. 11, issue 19, 1-17

Abstract: This paper analyzes the effects of airport self-service characteristics on behavioral intention through the perceived values and satisfaction in passengers based on the Stimulus-Organism-Response (SOR) model. For this purpose, a survey was conducted with passengers having used self-service technologies (SSTs) at Incheon International Airport. A total of 400 questionnaires were then analyzed using structural equation modeling. Four SST factors—functionality, enjoyment, customization, and convenience—were found to have significant effects on behavioral intention through the perceived values and customer satisfaction. As for the moderating effects of self-efficacy and waiting time, significant differences were found in the effects of the airport self-service characteristics. The results of this study are expected to be useful as basic data to aid strategies to develop and improve SSTs at Incheon International Airport.

Keywords: self-service technologies (SSTs); perceived value; self-efficacy; satisfaction; behavioral intention (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2019
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (10)

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Persistent link: https://EconPapers.repec.org/RePEc:gam:jsusta:v:11:y:2019:i:19:p:5352-:d:271501

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