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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… Click to show full 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.
Journal Title: Journal of Air Transport Management
Year Published: 2018
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