Abstract
This study examines the differential effects of airport service quality on behavioral intention in the Guangdong-Hong Kong-Macao Greater Bay Area. The relationships among airport service quality, flight offer, perceived airfare, passengers' satisfaction, alternatives' attractiveness, switching cost, and behavioral intention were investigated based on the push-pull-mooring theory. Partial least squares–structural equation was used to analyze the data collected from the overlapping market of multi-airports. The findings reinforce the linkage between service quality and behavioral intentions through the mediation of satisfaction in the airport industry. Also, the results highlight the role of mandatory process, facility, and environment on passengers' satisfaction. The effects of such two dimensions of airport service quality showed significant differences across various airports' types. This integrative approach can also help authorities design and implement more effective engagement strategies, which could be used to reduce the leakage of passengers and foster the sustainable development of the multi-airports.
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