Does the nature of airport terminal service activities matter? Processing and non-processing service quality, passenger affective image and satisfaction

Collins Opoku Antwi, Chong-jun Fan, Nataliia Ihnatushchenko, Michael Osei Aboagye and Hangyu Xu

Journal of Air Transport Management, 2020, vol. 89, issue C

Abstract: The surge in air transport demand and the increasingly competitive and volatile market dynamics due to airline deregulation are rapidly transforming airports’ character into multi-service firms and destinations. As a result, service performance measurement of significant systems and their consequent impact on airport users are crucial in creating better airport service design, operation and management for sustainable competitive advantage. The present study 1) assesses the applicability of the Airport Indicators of Passenger Experience (AIPEX) model on Shanghai Pudong International Airport (PVG), and 2) tests a theoretical model that explores the direct and indirect relationships among airport service quality, passenger affective image and satisfaction, as well as the moderating mechanism of passenger type (travel purpose) in these associations. The results indicate that, the AIPEX model fits the PVG context for airport service performance assessment. Also, the theoretical model suggests robust direct associations among processing/non-processing domains and passenger satisfaction, as well as the processing domain and passenger affective image, except non-processing domain and passenger affective image relation. Moreover, significant mediating and moderating effects of passenger affective image and travel purpose on the significant positive direct associations are found. Further, implications for theory and practice are discussed.

Keywords: Airport service quality; AIPEX model; Processing and non-processing domains; Passenger satisfaction; Passenger affective image; Travel purpose (search for similar items in EconPapers)
Date: 2020
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Citations: View citations in EconPapers (13)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:jaitra:v:89:y:2020:i:c:s0969699720304531

DOI: 10.1016/j.jairtraman.2020.101869

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