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Investigating the Effects of Airport Servicescape on Airport Users’ Behavioral Intentions: A Case Study of Incheon International Airport Terminal 2 (T2)

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  • Jin-Woo Park

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

  • Young Kyung Ryu

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

Abstract

The purpose of this study is to analyze the effects of physical and social servicescapes on cognitive and affective satisfaction, as well as airport image, with gender as a moderating effect between variables. A total of 283 airport users were surveyed, and structural equation modeling was used to investigate the relationships between variables. The results showed that only physical servicescape had a significant effect on cognitive and affective satisfaction, and affective satisfaction had a significant effect on airport image. In addition, the gender differences indicated a significant effect between the physical servicescape and cognitive satisfaction. This study is distinct in that it is the first attempt to verify the relationship between airport physical servicescape, social servicescape, airport users’ cognitive and affective satisfaction, and airport image on gender differences.

Suggested Citation

  • 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.
    • Handle: RePEc:gam:jsusta:v:11:y:2019:i:15:p:4171-:d:254075
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    References listed on IDEAS

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    Cited by:

    1. 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.
    2. 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.
    3. Cheong Kim & Francis Joseph Costello & Kun Chang Lee, 2019. "Integrating Qualitative Comparative Analysis and Support Vector Machine Methods to Reduce Passengers’ Resistance to Biometric E-Gates for Sustainable Airport Operations," Sustainability, MDPI, vol. 11(19), pages 1-22, September.
    4. 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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