Investigating the Effects of Airport Servicescape on Airport Users’ Behavioral Intentions: A Case Study of Incheon International Airport Terminal 2 (T2)

Jin-Woo Park and Young Kyung Ryu
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Jin-Woo Park: School of Business, Korea Aerospace University, Goyang-si 10540, Korea
Young Kyung Ryu: School of Business, Korea Aerospace University, Goyang-si 10540, Korea

Sustainability, 2019, vol. 11, issue 15, 1-17

Abstract: The purpose of this study is to analyze the effects of physical and social servicescapes on cognitive and affective satisfaction, as well as airport image, with gender as a moderating effect between variables. A total of 283 airport users were surveyed, and structural equation modeling was used to investigate the relationships between variables. The results showed that only physical servicescape had a significant effect on cognitive and affective satisfaction, and affective satisfaction had a significant effect on airport image. In addition, the gender differences indicated a significant effect between the physical servicescape and cognitive satisfaction. This study is distinct in that it is the first attempt to verify the relationship between airport physical servicescape, social servicescape, airport users’ cognitive and affective satisfaction, and airport image on gender differences.

Keywords: physical servicescape; social servicescape; cognitive satisfaction; affective satisfaction; airport image (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2019
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (4)

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