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The influence of service quality has received limited attention in the context of airport research. This study investigates whether airport service quality is related to airport and destination choice. Specifically,… Click to show full abstract
The influence of service quality has received limited attention in the context of airport research. This study investigates whether airport service quality is related to airport and destination choice. Specifically, the study examines the relationship between airport service quality, passenger satisfaction, and behavioural intentions including airport reuse and destination revisit. The sample consists of departure passengers in major Australian airports. The results confirm that overall airport service quality is significantly related to airport reuse and destination revisit. Passenger satisfaction and reuse airport exert significant mediation effects between airport service quality and intended outcome variables. Discussion and implications of these findings conclude this paper.
Journal Title: Journal of Retailing and Consumer Services
Year Published: 2019
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