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The moderating role of demographic variables on customer expectations in airport retail patronage intentions of travellers

John Paul Kosiba, Audrey Acheampong, Ogechi Adeola and Robert E. Hinson

Journal of Retailing and Consumer Services, 2020, vol. 54, issue C

Abstract: The international airport retail business is expanding annually, yet most research into traveller’s experience with the aviation industry have centred on aeronautical features. The study gathered information that would guide the understanding of airport customer retail expectations. Specifically, the study examines the effects of product-relevant factors, market-relevant factors, and perceived service quality on retail patronage intentions, taking into account the moderating role of demographic variables. The purposive sample of three hundred and thirty (330) travellers that were selected at the Kotoka International Airport Terminal 1 and 2 (KIA T1&2) in Accra, the capital of Ghana. The findings show that product-relevant factors, market-relevant factors and overall service quality significantly influence airport retail patronage intention. The effect demographic variables was noticeable among older and high-income consumers. Building on previous studies, we find that product-relevant factors, market-relevant factors, and perceived service quality function as viable signals that drives customer expectations.

Keywords: Customer expectation; Patronage intention; Customer satisfaction; Customer retail preferences (search for similar items in EconPapers)
Date: 2020
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DOI: 10.1016/j.jretconser.2020.102033

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