Performance of Retail Stores at Airports and Their Role in Boosting Traveler Satisfaction and Willingness to Repurchase

Heesup Han, Wei Quan, Eloy Gil-Cordero, Juan-Pedro Cabrera-Sánchez and Jongsik Yu
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Heesup Han: College of Hospitality and Tourism Management, Sejong University, Seoul 143747, Korea
Wei Quan: College of Hospitality and Tourism Management, Sejong University, Seoul 143747, Korea
Eloy Gil-Cordero: Business Administration and Marketing Department, Universidad de Sevilla, 41018 Sevilla, Spain
Juan-Pedro Cabrera-Sánchez: Business Administration and Marketing Department, Universidad de Sevilla, 41018 Sevilla, Spain
Jongsik Yu: College of Business Division of Tourism and Hotel Management, Cheongju University, 298 Daesung-ro, Cheongwon-gu, Cheongju-si 28503, Korea

Sustainability, 2021, vol. 13, issue 2, 1-14

Abstract: Despite its criticality for airport business, duty-free shopping at the retail stores of airports has received scant attention. To overcome this difference, this study explains the complex process via which travelers show their willingness to repurchase in the context of airport retail stores. A quantitative process comprising a field survey is conducted for data collection. The measurement quality is assessed and established through the evaluation of a measurement model. As a result of analyzing the structural equation model, it was found that the perceived performance, utilitarian value, hedonic value, and satisfaction evaluation of airport retail stores play a crucial role in determining traveler willingness to repurchase. The conceptual framework encompassing these concepts also adequately accounts for traveler willingness to repurchase. Moreover, our results from the invariance assessment reveal that the moderating impact of shopping engagement on the hypothesized relationship between utilitarian value and satisfaction evaluation is significant. Overall, the proposed direct associations among theoretical constructs within our framework are well supported. Furthermore, the efficacy of the proposed theoretical framework for a clear understanding of airport shoppers’ post-purchase behaviors is successfully identified.

Keywords: airport retail stores; shopping engagement; satisfaction evaluation; travelers; perceived performance of airport retail stores (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2021
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (2)

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