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The Effect of Airport Self-Service Characteristics on Passengers’ Perceived Value, Satisfaction, and Behavioral Intention: Based on the SOR Model

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  • Jong-Hyeon Kim

    (School of Business, Korea Aerospace University, Goyang-si 10540, Korea)

  • Jin-Woo Park

    (School of Business, Korea Aerospace University, Goyang-si 10540, Korea)

Abstract

This paper analyzes the effects of airport self-service characteristics on behavioral intention through the perceived values and satisfaction in passengers based on the Stimulus-Organism-Response (SOR) model. For this purpose, a survey was conducted with passengers having used self-service technologies (SSTs) at Incheon International Airport. A total of 400 questionnaires were then analyzed using structural equation modeling. Four SST factors—functionality, enjoyment, customization, and convenience—were found to have significant effects on behavioral intention through the perceived values and customer satisfaction. As for the moderating effects of self-efficacy and waiting time, significant differences were found in the effects of the airport self-service characteristics. The results of this study are expected to be useful as basic data to aid strategies to develop and improve SSTs at Incheon International Airport.

Suggested Citation

  • Jong-Hyeon Kim & Jin-Woo Park, 2019. "The Effect of Airport Self-Service Characteristics on Passengers’ Perceived Value, Satisfaction, and Behavioral Intention: Based on the SOR Model," Sustainability, MDPI, vol. 11(19), pages 1-17, September.
    • Handle: RePEc:gam:jsusta:v:11:y:2019:i:19:p:5352-:d:271501
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    3. Nguyen Hong Quan & Nguyen Thi Binh & Bui Thi Ly, 2022. "Impact of smart locker use on customer satisfaction of online shoppers in Vietnam," Palgrave Communications, Palgrave Macmillan, vol. 9(1), pages 1-11, December.
    4. Yong, Shih Ween & Cheah, Jun-Hwa & Lim, Xin-Jean & Ng, Siew Imm & Leong, Yee Choy, 2023. "How to make you spend more in the airport? An investigation towards ECSI model on willingness to spend more in airport," Journal of Air Transport Management, Elsevier, vol. 112(C).

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