Effects of airport service quality on the corporate image of airports

This research aimed to verify the effect of airport service quality on trust, perceived value, customer satisfaction, and airports' corporate image. Based on the existing literature, a structural model was proposed considering the suggested relationship between such constructs. Based on this model, a survey was elaborated through an electronic questionnaire, all Brazilians who use airports being the target population. A total of 518 respondents who declared use of airports was obtained. Data analysis was done by structural equation modeling with the estimation of partial least squares. The results showed that airport service quality can influence trust, perceived value, customers' satisfaction, and the corporate image of airports. Extending the existing literature, which was limited to investigate services provided only by airlines, there was also evidence that the influence of the constructs analyzed applies not only to services provided by airlines, but also to services in airport terminals. The findings lead to the conclusion that it is relevant that managers and administrators of airport terminals ensure the quality of services provided on the ground. The guarantee of such quality can influence directly and indirectly the corporate image of airports, even enabling the preservation of the government concession to operate the airport.