Purpose This research aims to find the most influential attributes of airport service quality (SQ) that affect passenger satisfaction (PS) at international airports and patronage intention (PI). Design/methodology/approach The data were collected from 694 respondents via quick-response codes placed at key touch points throughout the airport, on the corporate website, across official social media platforms and through personal interviews. The analysis was conducted using structural equation modeling to derive meaningful insights. Findings The substantial effect of PS on PI indicates that PS is a strong predictor of PI. Airport facilities and ambience are direct determinants, emphasizing their significant association with PI. Originality/value The study explores how eight distinct SQ factors influence PS to drive PI based on a research model developed by integrating the SERVQUAL model with three other behavioral models (the theory of planned behavior, expectation disconfirmation theory and the stimulus-organism response). PI is discussed as a multidimensional construct, which includes positive word of mouth, revisiting intention, desire to recommend and positive behavioral tendency.
Silva et al. (Wed,) studied this question.
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