 Exploring different airport users’ service quality satisfaction between service providers and air travelersSeock-Jin Hong, Dongho Choi and Junjae Chae Journal of Retailing and Consumer Services, 2020, vol. 52, issue C Abstract: This study investigates appropriate attributes— physical environment, outcome, and interactional quality—to measure users' satisfaction that influences airport users' satisfaction level. With these three attributes and users’ perspectives for air travelers and service providers, we generate a conceptual model of airport service quality and satisfaction. The findings indicate that different perceptions exist between airport service providers and air travelers. Air travelers are more concerned with interaction and outcome (convenience) quality attributes, while services providers reflect on interaction and physical environment (servicescape) quality attributes. The airport service quality is found to be significantly related to airport reuse, and destination revisits. An appropriate service-training program is needed to reduce the gap in the level of satisfaction. Keywords: Airport services quality; Users' satisfaction; Interaction service; Outcome service; Servicescape; Air traveler; Service provider (search for similar items in EconPapers) Downloads: (external link) Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:eee:joreco:v:52:y:2020:i:c:s0969698919304047 DOI: 10.1016/j.jretconser.2019.101917 Access Statistics for this article Journal of Retailing and Consumer Services is currently edited by Harry Timmermans More articles in Journal of Retailing and Consumer Services from Elsevier |
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