The role of airport service quality in airport and destination choice

Prentice, Catherine ORCID: https://orcid.org/0000-0002-7700-3889 and Kadan, Mariam (2019) The role of airport service quality in airport and destination choice. Journal of Retailing and Consumer Services, 47. pp. 40-48. ISSN 0969-6989


Abstract

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.


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Item Type: Article (Commonwealth Reporting Category C)
Refereed: Yes
Item Status: Live Archive
Additional Information: Files associated with this item cannot be displayed due to copyright restrictions.
Faculty/School / Institute/Centre: No Faculty
Faculty/School / Institute/Centre: No Faculty
Date Deposited: 10 Aug 2022 00:15
Last Modified: 11 Aug 2022 00:54
Uncontrolled Keywords: Airport; Behavioural intentions; Satisfaction; Service quality
Fields of Research (2020): 35 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 3507 Strategy, management and organisational behaviour > 350799 Strategy, management and organisational behaviour not elsewhere classified
35 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 3506 Marketing > 350699 Marketing not elsewhere classified
Identification Number or DOI: https://doi.org/10.1016/j.jretconser.2018.10.006
URI: http://eprints.usq.edu.au/id/eprint/49867

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