The role of airport service quality in airport and destination choice

被引：91
|
作者：
Prentice, Catherine [1 ]
Kadan, Mariam [2 ]
机构：
[1] Griffith Univ, Griffith Business Sch, Brisbane, Qld, Australia
[2] Griffith Univ, Sch Engn & Built Environm, Brisbane, Qld, Australia
来源：
JOURNAL OF RETAILING AND CONSUMER SERVICES | 2019年 / 47卷
关键词：
Service quality; Airport; Satisfaction; Behavioural intentions; CUSTOMER SATISFACTION; BEHAVIORAL INTENTIONS; PRICE PERCEPTION; LOYALTY; MODEL; AIRLINE; PASSENGERS; CONSUMER; TOURISM; CONSEQUENCES;
D O I：
10.1016/j.jretconser.2018.10.006
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
The influence of service quality has received limited attention in the context of airport research. This study investigates whether airport service quality is related to airport and destination choice. Specifically, the study examines the relationship between airport service quality, passenger satisfaction, and behavioural intentions including airport reuse and destination revisit. The sample consists of departure passengers in major Australian airports. The results confirm that overall airport service quality is significantly related to airport reuse and destination revisit. Passenger satisfaction and reuse airport exert significant mediation effects between airport service quality and intended outcome variables. Discussion and implications of these findings conclude this paper.
引用
收藏
页码：40 / 48
页数：9
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