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The effect of physical environment on passenger delight and satisfaction: Moderating effect of national identity

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  • Ali, Faizan
  • Kim, Woo Gon
  • Ryu, Kisang

Abstract

This study aims to examine the influence of an international airport's physical environment on passengers' delight and satisfaction. This study also aims to assess the moderating role of national identity on the relationship between physical environment and passengers' delight and satisfaction. A convenient sampling technique was used to select the sample. A total of 271 questionnaires distributed at Kuala Lumpur International Airport, Malaysia were used for data analysis. The result from the structural analysis suggests that physical environment in an international airport influences passengers' delight and satisfaction. Moreover, national identity portrayed in airport moderates the relationships between physical environment, passengers' delight and satisfaction. Overall, findings of this study extends the understanding of physical environment, passengers' delight and satisfaction and national identity in the context of an international airport and offer implications for international airport authorities. Discussions and implications for airport practitioners, limitations, and suggestions for future research are also provided.

Suggested Citation

  • Ali, Faizan & Kim, Woo Gon & Ryu, Kisang, 2016. "The effect of physical environment on passenger delight and satisfaction: Moderating effect of national identity," Tourism Management, Elsevier, vol. 57(C), pages 213-224.
    • Handle: RePEc:eee:touman:v:57:y:2016:i:c:p:213-224
    DOI: 10.1016/j.tourman.2016.06.004
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    14. Nuriye Gures & Harun Yilmaz & Seda Arslan & Cemal Durmuscelebi & Cevher Yuksel & Haci Haydar Unsal, 2017. "Researching the Satisfaction Levels of Passengers for Security Services at Airports," International Journal of Marketing Studies, Canadian Center of Science and Education, vol. 9(5), pages 125-134, October.
    15. Qiu, Wanling & Rudkin, Simon & Sharma, Abhijit, 2017. "An Analysis of the Impact of Low Cost Airlines on Tourist Stay Duration and Expenditures," MPRA Paper 81428, University Library of Munich, Germany.
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    17. Adedapo Oluwaseyi Ojo, 2022. "Motivational factors of pro-environmental behaviors among information technology professionals," Review of Managerial Science, Springer, vol. 16(6), pages 1853-1876, August.
    18. Tsafarakis, Stelios & Kokotas, Theodosios & Pantouvakis, Angelos, 2018. "A multiple criteria approach for airline passenger satisfaction measurement and service quality improvement," Journal of Air Transport Management, Elsevier, vol. 68(C), pages 61-75.
    19. Heesup Han & Taeyeon Eom & Hyunah Chung & Soyeun Lee & Hyungseo Bobby Ryu & Wansoo Kim, 2019. "Passenger Repurchase Behaviours in the Green Cruise Line Context: Exploring the Role of Quality, Image, and Physical Environment," Sustainability, MDPI, vol. 11(7), pages 1-15, April.
    20. Bakır, Mahmut & Özdemir, Emircan & Akan, Şahap & Atalık, Özlem, 2022. "A bibliometric analysis of airport service quality," Journal of Air Transport Management, Elsevier, vol. 104(C).
    21. Kisang Ryu & Hyun Jeong Kim & Hwangyu Lee & Bongheon Kwon, 2021. "Relative Effects of Physical Environment and Employee Performance on Customers’ Emotions, Satisfaction, and Behavioral Intentions in Upscale Restaurants," Sustainability, MDPI, vol. 13(17), pages 1-13, August.
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    23. Soo K. Kang, 2019. "Place Attachment, Image, and Support for Marijuana Tourism in Colorado," SAGE Open, , vol. 9(2), pages 21582440198, May.

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