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Does the nature of airport terminal service activities matter? Processing and non-processing service quality, passenger affective image and satisfaction

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  • Antwi, Collins Opoku
  • Fan, Chong-jun
  • Ihnatushchenko, Nataliia
  • Aboagye, Michael Osei
  • Xu, Hangyu

Abstract

The surge in air transport demand and the increasingly competitive and volatile market dynamics due to airline deregulation are rapidly transforming airports’ character into multi-service firms and destinations. As a result, service performance measurement of significant systems and their consequent impact on airport users are crucial in creating better airport service design, operation and management for sustainable competitive advantage. The present study 1) assesses the applicability of the Airport Indicators of Passenger Experience (AIPEX) model on Shanghai Pudong International Airport (PVG), and 2) tests a theoretical model that explores the direct and indirect relationships among airport service quality, passenger affective image and satisfaction, as well as the moderating mechanism of passenger type (travel purpose) in these associations. The results indicate that, the AIPEX model fits the PVG context for airport service performance assessment. Also, the theoretical model suggests robust direct associations among processing/non-processing domains and passenger satisfaction, as well as the processing domain and passenger affective image, except non-processing domain and passenger affective image relation. Moreover, significant mediating and moderating effects of passenger affective image and travel purpose on the significant positive direct associations are found. Further, implications for theory and practice are discussed.

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  • Antwi, Collins Opoku & Fan, Chong-jun & Ihnatushchenko, Nataliia & Aboagye, Michael Osei & Xu, Hangyu, 2020. "Does the nature of airport terminal service activities matter? Processing and non-processing service quality, passenger affective image and satisfaction," Journal of Air Transport Management, Elsevier, vol. 89(C).
    • Handle: RePEc:eee:jaitra:v:89:y:2020:i:c:s0969699720304531
    DOI: 10.1016/j.jairtraman.2020.101869
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    6. Collins Opoku Antwi & Jun Ren & Wilberforce Owusu-Ansah & Henry Kofi Mensah & Michael Osei Aboagye, 2021. "Airport Self-Service Technologies, Passenger Self-Concept, and Behavior: An Attributional View," Sustainability, MDPI, vol. 13(6), pages 1-18, March.
    7. Ampadu, Seth & Jiang, Yuanchun & Debrah, Emmanuel & Antwi, Collins Opoku & Amankwa, Eric & Gyamfi, Samuel Adu & Amoako, Richard, 2022. "Online personalized recommended product quality and e-impulse buying: A conditional mediation analysis," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
    8. Li, Lingyao & Mao, Yujie & Wang, Yu & Ma, Zihui, 2022. "How has airport service quality changed in the context of COVID-19: A data-driven crowdsourcing approach based on sentiment analysis," Journal of Air Transport Management, Elsevier, vol. 105(C).
    9. Alessandro V. M. Oliveira & Bruno F. Oliveira & Moises D. Vassallo, 2024. "Airport service quality perception and flight delays: examining the influence of psychosituational latent traits of respondents in passenger satisfaction surveys," Papers 2401.02139, arXiv.org.
    10. Gajewicz, Šukasz & Walaszczyk, Ewa & Nadolny, Michał & Nowosielski, Krzysztof, 2022. "Criteria of quality assessment of regional airport services - A very last picture before the COVID-19 pandemic," Journal of Air Transport Management, Elsevier, vol. 103(C).
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