Does the nature of airport terminal service activities matter? Processing and non-processing service quality, passenger affective image and satisfaction. (October 2020)

• Record Type: Journal Article
• Authors: Antwi, Collins Opoku; Fan, Chong-jun; Ihnatushchenko, Nataliia; Aboagye, Michael Osei; Xu, Hangyu
• Is Part Of: Journal of air transport management. Volume 89(2020)
• Publication Date: 2020-10
• Subjects: Airport service quality -- AIPEX model -- Processing and non-processing domains -- Passenger satisfaction -- Passenger affective image -- Travel purpose; Airlines -- Management -- Periodicals; Aeronautics, Commercial -- Management -- Periodicals; 387.7068
• DOI: 10.1016/j.jairtraman.2020.101869
• Languages: English
• ISSNs: 0969-6997

Abstract

Abstract: The surge in air transport demand and the increasingly competitive and volatile market dynamics due to airline deregulation are rapidly transforming airports' character into multi-service firms and destinations. As a result, service performance measurement of significant systems and their consequent impact on airport users are crucial in creating better airport service design, operation and management for sustainable competitive advantage. The present study 1) assesses the applicability of the Airport Indicators of Passenger Experience (AIPEX) model on Shanghai Pudong International Airport (PVG), and 2) tests a theoretical model that explores the direct and indirect relationships among airport service quality, passenger affective image and satisfaction, as well as the moderating mechanism of passenger type (travel purpose) in these associations. The results indicate that, the AIPEX model fits the PVG context for airport service performance assessment. Also, the theoretical model suggests robust direct associations among processing/non-processing domains and passenger satisfaction, as well as the processing domain and passenger affective image, except non-processing domain and passenger affective image relation. Moreover, significant mediating and moderating effects of passenger affective image and travel purpose on the significant positive direct associations are found. Further, implications for theory and practice are discussed. Highlights: The AIPEX model is applicable in assessing airport service performance in a Chinese airport context. Passenger satisfaction with service performance depends more on compulsory than discretionary activities. Passenger affective image of an airport service quality is explained by compulsory service activities. The affective image passengers hold of an airport service performance partly underlies their satisfaction level. Affective image's influence on service performance-satisfaction link is stronger for business than non-business passengers.