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The effects of the servicescape of airport transfer amenities on the behavioral intentions of transfer passengers: A case study on Incheon International Airport

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  • Park, Kyuseon
  • Park, Jin-Woo

Abstract

This research aims to explore the effects that the servicescape attributes of Incheon International Airport (IIA) transfer amenities have on perceived servicescape, emotional response, customer satisfaction, airport image, and behavioral intentions. A total of 305 transfer passengers in an IIA transfer lounge were surveyed, and the responses were analyzed using a structural equation model. Among six servicescape attributes, cleanliness, amusement, and functionality turned out to have positive effects on perceived servicescape. In turn, perceived servicescape had a positive effect on emotional response and customer satisfaction, and it also had a statistically significant effect on airport image and behavioral intentions. It is believed that this research can serve as a starting point for future studies on the diverse servicescapes of airport facilities.

Suggested Citation

  • Park, Kyuseon & Park, Jin-Woo, 2018. "The effects of the servicescape of airport transfer amenities on the behavioral intentions of transfer passengers: A case study on Incheon International Airport," Journal of Air Transport Management, Elsevier, vol. 72(C), pages 68-76.
    • Handle: RePEc:eee:jaitra:v:72:y:2018:i:c:p:68-76
    DOI: 10.1016/j.jairtraman.2018.08.002
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    2. Young Kyung Ryu & Jin-Woo Park, 2019. "Investigating the Effect of Experience in an Airport on Pleasure, Satisfaction, and Airport Image: A Case Study on Incheon International Airport," Sustainability, MDPI, vol. 11(17), pages 1-11, August.
    3. Collins Opoku Antwi & Jun Ren & Wenyu Zhang & Wilberforce Owusu-Ansah & Michael Osei Aboagye & Emmanuel Affum-Osei & Richard Adu Agyapong, 2022. "“I Am Here to Fly, but Better Get the Environment Right!” Passenger Response to Airport Servicescape," Sustainability, MDPI, vol. 14(16), pages 1-24, August.
    4. Antwi, Collins Opoku & Fan, Chong-jun & Nataliia, Ihnatushchenko & Aboagye, Michael Osei & Xu, Hangyu & Azamela, John Coffie, 2020. "Do airport staff helpfulness and communication generate behavioral loyalty in transfer passengers? A conditional mediation analysis," Journal of Retailing and Consumer Services, Elsevier, vol. 54(C).
    5. Thampan, Aromal & Sinha, Kapil & Gurjar, B.R. & Rajasekar, E., 2020. "Functional efficiency in airport terminals: A review on Overall and Stratified Service Quality," Journal of Air Transport Management, Elsevier, vol. 87(C).
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    7. Khalil-ur-Rehman & Mohammad Adnan & Naveed Ahmad & Miklas Scholz & Muhammad Khalique & Rana Tahir Naveed & Heesup Han, 2021. "Impact of Substantive Staging and Communicative Staging of Sustainable Servicescape on Behavioral Intentions of Hotel Customers through Overall Perceived Image: A Case of Boutique Hotels," IJERPH, MDPI, vol. 18(17), pages 1-17, August.
    8. 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).
    9. 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.
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