Abstract
The purpose of this study is to analyze the effects of physical and social servicescapes on cognitive and affective satisfaction, as well as airport image, with gender as a moderating effect between variables. A total of 283 airport users were surveyed, and structural equation modeling was used to investigate the relationships between variables. The results showed that only physical servicescape had a significant effect on cognitive and affective satisfaction, and affective satisfaction had a significant effect on airport image. In addition, the gender differences indicated a significant effect between the physical servicescape and cognitive satisfaction. This study is distinct in that it is the first attempt to verify the relationship between airport physical servicescape, social servicescape, airport users’ cognitive and affective satisfaction, and airport image on gender differences.
Highlights
In countries with high levels of economic growth and populations experiencing increased levels of education and economic clout, the awareness of customers in the aviation industry has tended to become more specialized and diversified
Servicescape studies related to airports are scant. This is because passenger-focused issues and airport efficiency measures such as boarding wait times have generally been included in studies on airport service quality, and such studies usually measure items such as workload, unit costs, and unit sales [3,4,5]
As a result of the analyses in this study, it turned out that among airport terminal servicescapes, only physical servicescape had a significant impact on cognitive satisfaction and affective satisfaction
Summary
In countries with high levels of economic growth and populations experiencing increased levels of education and economic clout, the awareness of customers (users) in the aviation industry has tended to become more specialized and diversified. Tangible clues induce a customer’s positive evaluation can be conceptualized as a physical environment, and generally, this is an environment artificially created and set by humans In this context, Bitner’s [2] servicescape is defined as environmental factors in a space that provides a service, and studies on servicescape have typically been conducted with service encounter locations such as hotels and restaurants. Servicescape studies related to airports are scant This is because passenger-focused issues and airport efficiency measures such as boarding wait times have generally been included in studies on airport service quality, and such studies usually measure items such as workload, unit costs, and unit sales [3,4,5]. Studies on servicescape and the role of gender as a moderator are still limited
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