Services innovation impact to customer satisfaction and customer value enhancement in airport

James K.C. Chen, Amrita Batchuluun and Javkhuu Batnasan

Technology in Society, 2015, vol. 43, issue C, 219-230

Abstract: Public transportation service is a crucial issue in every country; especially air transportation. It requires convenient, fast, comfortable, and reliable service from air companies. This research paper aims to create an evaluation model for service innovation impact, customer satisfaction and customer value enhancement in an airport. This paper uses means-end theory to investigate service innovation factors and examines influence to the relationship between customer satisfaction and customer value. 300 samples of data were collected through online survey and questionnaire within two months periods. The result shows that customer value was influenced by customer satisfaction and service innovation. This study conducted analysis on innovative services such as self-check-in kiosk, X-ray, social media communication, and micro-hotels in an airport. Result indicates all four services revealed a positive moderation effect. The security check was the most important evaluation factor in an airport service.

Keywords: Customer satisfaction (CS); Customer value (CV); Airport service; Service innovation (SI) (search for similar items in EconPapers)
Date: 2015
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (12)

Downloads: (external link)
http://www.sciencedirect.com/science/article/pii/S0160791X15000512
Full text for ScienceDirect subscribers only

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:eee:teinso:v:43:y:2015:i:c:p:219-230

DOI: 10.1016/j.techsoc.2015.05.010

Access Statistics for this article

Technology in Society is currently edited by Charla Griffy-Brown

More articles in Technology in Society from Elsevier
Bibliographic data for series maintained by Catherine Liu ().