Role of shopping quality, hedonic/utilitarian shopping experiences, trust, satisfaction and perceived barriers in triggering customer post-purchase intentions at airports

Abstract

PurposeThis paper aims to extend the knowledge of travelers’ shopping behaviors at airport duty-free stores by investigating the role of multiple quality factors, value dimensions, trust and satisfaction. Moreover, the influence of possible barriers to airport shopping is examined.Design/methodology/approachQuantitative data collection including a survey was used. A structural equation modeling was used for data analysis.FindingsThe results showed that the proposed conceptual framework provided sufficiently explained travelers’ post-purchase intentions for airport duty-free shopping. Hedonic value and trust in airport duty-free shopping were of greatest importance in determining intentions. The quality of products and physical environment also showed relative importance among cognitive drivers. The findings from the metric invariance test indicated the significant moderating impact of travelers’ perceived barriers to airport shopping. The mediating impact of study variables was also identified.Practical implicationsFindings help airport practitioners improve their knowledge of travelers’ shopping behaviors at airport duty-free stores and help them to develop efficient methods to facilitate air travelers’ commercial activities at an airport.Originality/valueNon-aeronautical business is emerging as a means of revenue maximization in the airport industry, yet there is a lack of understanding about air travelers’ commercial activities at airports. This study filled this void through the development of sturdy framework for air travelers’ non-aeronautical commercial activities at an airport.