Abstract
The ultimate purpose of this study was to analyze the effects of perceived waiting time for airport security screening service had on airport image through the medium of passengers’ psychological and emotional responses. For this purpose, a survey was conducted in passengers using Incheon International Airport and Gimpo International Airport. A total of 294 questionnaires were analyzed using structural equation modeling. Perceived waiting time was found to have statistically significant effects on wasted time, boredom, and neglect among the sub-factors for airline passengers’ psychological responses. Wasted time had a positive effect on negative emotional response and had a negative influence on acceptability. In addition, acceptability had a positive effect on airport image. The results of this study can be utilized not only as basic data for future airport security screening service research, but also have a positive impact on airport sustainability by increasing airport security and safety.
Highlights
The International Civil Aviation Organization (ICAO) urges its member countries to reinforce airport security screening for passengers and others with the aim of protecting aircraft and passengers from potential terrorist threats, which have increased since the 9/11 attacks in 2001, and recommends member countries to take measures to reinforce aviation security activity in and around airports with the objective of protecting airport facilities and others [1]
This study aimed to analyze the effects perceived waiting time for airport security screening service had on negative emotions, justice, acceptability, and airport image through the medium of psychological responses with the objective of drawing implications for better security screening service at airports
The survey was conducted in passengers going through security screening and entering the airside at the gates to Gimpo International Airport and Incheon International Airport for about 1 week from April 20 to 28, 2018; the questionnaires were distributed to the respondents, who were asked to personally complete and return them
Summary
The International Civil Aviation Organization (ICAO) urges its member countries to reinforce airport security screening for passengers and others with the aim of protecting aircraft and passengers from potential terrorist threats, which have increased since the 9/11 attacks in 2001, and recommends member countries to take measures to reinforce aviation security activity in and around airports with the objective of protecting airport facilities and others [1]. There are some important variables such as emotional response, perceived justice, acceptability, and airport image for investigating the effect of airport security screening, these variables have been ignored in the previous researches. This lacuna is notable considering how security screening waiting time can affect passengers’ psychological and emotional responses and overall airport image formation. This study aimed to analyze the effects perceived waiting time for airport security screening service had on negative emotions, justice, acceptability, and airport image through the medium of psychological responses with the objective of drawing implications for better security screening service at airports
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