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

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 cus-tomers, 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 sus-tainability 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.