How airport service quality and expectation confirmation shape airline passengers’ behavioral intentions: Evidence from Papua New Guinea

This study aims to investigate the distinct effects of airline passengers’ initial expectations and perceived airport service quality on behavioral intentions. Drawing upon the Expectation Confirmation Theory, we examine the interrelationships among airport service quality, expectation confirmation, passenger satisfaction, and behavioral intentions, namely airport reuse and word-of-mouth recommendation. Data were collected from 484 departing passengers across three major airports in Papua New Guinea. Using structural equation modeling and multi-group analysis, the study analyzes passengers’ perceptions and attitudes toward their airport experiences. The results reveal that airport service quality significantly influence airport reuse and word-of-mouth intentions, with expectation confirmation and satisfaction serve as key mediators. These findings provide actionable insights for airport managers aiming to enhance service quality and the overall passenger experience.