Achieving sustainable customer loyalty in airports: The role of waiting time satisfaction and self-service technologies

Yusuf Ayodeji, Husam Rjoub and Hale Özgit

Technology in Society, 2023, vol. 72, issue C

Abstract: Waiting time appears to be an unavoidable part of the service industry, particularly at the airport, where you may encounter delays due to check-in, screening, and other activities. This waiting experience can vex customers, affecting their perception of the service provider and, consequently, their loyalty. Our study aimed to determine the effect of waiting time satisfaction and the use of self-service technology on the long-term sustainability of customer loyalty. 750 structured questionnaires were distributed to travelers at two international airports in Turkey. PLS-SEM was used to analyses the models. Our findings indicate that customer satisfaction with waiting times and the use of self-service technologies are critical for the long-term sustainability of customer loyalty. Additionally, we discovered that waiting time satisfaction partially mediates the relationship between self-service technology use and long-term customer loyalty. Finally, the managerial implications were discussed, including future research suggestions.

Keywords: Airline; Customer loyalty; Waiting time satisfaction; Self-service technologies; Sustainability; Turkey (search for similar items in EconPapers)
Date: 2023
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (2)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:teinso:v:72:y:2023:i:c:s0160791x22002470

DOI: 10.1016/j.techsoc.2022.102106

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