Abstract
This study aimed to empirically explore the effects of the experience economy of Incheon International Airport (IIA) on pleasure, satisfaction, and airport image. A survey was conducted with a total of 416 airport users at IIA, and the collected data were analyzed using a structural equation model. Among the four realms of experience, esthetic experience and escapist experience had positive effects on pleasure. In addition, pleasure had a positive effect on satisfaction and airport image, and that satisfaction had a significant effect on airport image. It is expected that the results of this study can serve as fundamental data to enhancing the satisfaction level of airport users and increasing the sustainable development of IIA.
Highlights
Airports have been mere transportation bases carrying passengers and cargo
This study aimed to identify the relationship among the four dimensions of experience presented by Pine and Gilmore [6] and the pleasure, satisfaction, and airport image derived by airport users using International Airport (IIA)
It was confirmed that pleasure had a positive influence on satisfaction and airport image
Summary
Airports have been mere transportation bases carrying passengers and cargo. Airports offer high added value as locations where various services and industrial activities are carried out They are recognized as an important means of securing a national competitive advantage, evolving into active service providers that create positive experiences for visitors through diverse experience programs and an efficient use of spaces. An airport terminal serves as a cultural complex offering a variety of experiences to visitors, including cultural experiences, shopping, and art performances, departing from the traditional concept of a place where passengers wait for boarding. By providing these unique, high-end customer experiences, airports are able to cultivate strong images and increase customer satisfaction, differentiating themselves from their competitors [1]. Enhancing the level of experience can be an important factor in maintaining a competitive advantage and differentiating one airport from neighboring competing airports [2]
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