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Traveler anxiety and enjoyment: The effect of airport environment on traveler's emotions

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  • Bogicevic, Vanja
  • Yang, Wan
  • Cobanoglu, Cihan
  • Bilgihan, Anil
  • Bujisic, Milos

Abstract

The physical attributes of service settings significantly influence customers' emotional responses and are used as critical differentiators among service providers. Following changes in the airport industry, this study aims to investigate the relationship between physical servicescape elements, a travelers' enjoyment and/or anxiety, and traveler satisfaction in the airport environment context. Two separate studies were conducted. The findings confirmed the validity of the instrument proposed in the first study. Six airport servicescape factors—design, scent, functional organization, air/lighting conditions, seating, and cleanliness—should be considered when evaluating traveler response. An SEM test suggested that airport design features and pleasant scent have a positive influence on traveler enjoyment, generating satisfaction. On the other hand, poor functional organization and inadequate air and lighting conditions are major predictors of traveler anxiety, which leads to low satisfaction. This study also provides valuable implications for airport design, organization and development.

Suggested Citation

  • Bogicevic, Vanja & Yang, Wan & Cobanoglu, Cihan & Bilgihan, Anil & Bujisic, Milos, 2016. "Traveler anxiety and enjoyment: The effect of airport environment on traveler's emotions," Journal of Air Transport Management, Elsevier, vol. 57(C), pages 122-129.
    • Handle: RePEc:eee:jaitra:v:57:y:2016:i:c:p:122-129
    DOI: 10.1016/j.jairtraman.2016.07.019
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    3. Guofeng Ma & Yue Ding & Junyi Ma, 2022. "The Impact of Airport Physical Environment on Perceived Safety and Domestic Travel Intention of Chinese Passengers during the COVID-19 Pandemic: The Mediating Role of Passenger Satisfaction," Sustainability, MDPI, vol. 14(9), pages 1-18, May.
    4. Jin-Woo Park & Young Kyung Ryu, 2019. "Investigating the Effects of Airport Servicescape on Airport Users’ Behavioral Intentions: A Case Study of Incheon International Airport Terminal 2 (T2)," Sustainability, MDPI, vol. 11(15), pages 1-17, August.
    5. Lopez-Valpuesta, Lourdes & Casas-Albala, Diana, 2023. "Has passenger satisfaction at airports changed with the onset of COVID-19? The case of Seville Airport (Spain)," Journal of Air Transport Management, Elsevier, vol. 108(C).
    6. Nghiêm-Phú, Bình & Suter, Jillian Rae, 2018. "Airport image: An exploratory study of McCarran International Airport," Journal of Air Transport Management, Elsevier, vol. 67(C), pages 72-84.
    7. Tuchen, Stefan & Arora, Mohit & Blessing, Lucienne, 2020. "Airport user experience unpacked: Conceptualizing its potential in the face of COVID-19," Journal of Air Transport Management, Elsevier, vol. 89(C).
    8. Chenkuo Pai & Sangguk Kang & Yumeng Liu & Yingchuan Zheng, 2021. "An Examination of Revisit Intention Based on Perceived Smart Tourism Technology Experience," Sustainability, MDPI, vol. 13(2), pages 1-14, January.
    9. Allis, Thiago & Castro, Rafael & Fraga, Carla, 2017. "Airport Concessions In Brazil And Its Influences On Service Quality: The Cases Of Brasília And São Paulo – Guarulhos Airports," Journal of Tourism, Sustainability and Well-being, Cinturs - Research Centre for Tourism, Sustainability and Well-being, University of Algarve, vol. 5(4), pages 337-350.
    10. Laura DIACONU (MAXIM), 2021. "The behaviour of airlines’ passengers in the context of COVID-19 pandemic," CES Working Papers, Centre for European Studies, Alexandru Ioan Cuza University, vol. 13(2), pages 230-242, July.
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    13. Prentice, Catherine & Kadan, Mariam, 2019. "The role of airport service quality in airport and destination choice," Journal of Retailing and Consumer Services, Elsevier, vol. 47(C), pages 40-48.

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