Understanding the Impact of Airport Service Quality on Passengers’ Revisit Intentions Amidst Covid-19 Pandemic

Kour, Parvinder; Jasrotia, Aruditya; Gupta, Sudhanshu

doi:10.33776/et.v10i2.4943

Cited by 7 publications

(5 citation statements)

References 49 publications

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“…Thus, while the current literature analyzes online reviews in the air transport sector using a variety of methods, including multinominal logistic regression [7], one-way ANOVA [69], sentiment analysis [67], response surface analysis [93], latent semantic analysis [39], PLS path modeling [40], content analysis [20], structural topic modeling [94], and CONCOR analysis [37], this study applied the NCA method for the first time. Finally, this study is one of the few that examines passenger satisfaction in the post-COVID-19 era [95][96][97][98].…”

Section: Complementary Analysis For Post-covid-19 Periodmentioning

confidence: 99%

How to Achieve Passenger Satisfaction in the Airport? Findings from Regression Analysis and Necessary Condition Analysis Approaches through Online Airport Reviews

et al. 2022

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Delivering high-quality service to passengers can be critical for an airport’s survival, competitiveness, profitability, and long-term growth in a highly competitive environment. The present study aims to examine the relationship between airport service attributes and passenger satisfaction. To this end, we conducted multi-method research consisting of symmetric (multiple regression analysis—MRA) and asymmetric (necessary condition analysis—NCA) approaches. The research data consists of 1463 valid online reviews (n = 1463) of the top 50 busiest airports in Europe retrieved from Skytrax. The MRA was employed to examine the net effect of the eight airport service attributes on passenger satisfaction, while the NCA was used to explore the necessary conditions and level of necessity to achieve passenger satisfaction. Using MRA, the findings reveal that airport staff is the most influential predictor of passenger satisfaction, whereas airport shopping and airport Wi-Fi connectivity do not have a significant effect on passenger satisfaction. Moreover, the NCA results found that six of the eight conditions are necessary to achieve passenger satisfaction at the airport. To complement and comprehend the findings, this study also sheds light on the antecedents underlying airport passenger satisfaction in the post-COVID-19 era using NCA.

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Section: Complementary Analysis For Post-covid-19 Periodmentioning

confidence: 99%

How to Achieve Passenger Satisfaction in the Airport? Findings from Regression Analysis and Necessary Condition Analysis Approaches through Online Airport Reviews

et al. 2022

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“…This can be seen from the T-value of 7.218 and a significant value of 0.000. This is supported by (Abbasi et al, 2021;Alwi et al, 2022;Jumraidin & Liu, 2022;Kour et al, 2021;Lai et al, 2020;H. J. Lee, 2022;Polas et al, 2020;Uboegbulam & Ezurume, 2020) research.…”

Section: H2: Service Quality Has An Effect On Revisit Intentionsmentioning

confidence: 64%

“…This is supported by (Abbasi et al, 2021;Ali & Widayati, 2020;Alwi et al, 2022;Alzaydia, 2021;W. C. Chan et al, 2020;Hasan et al, 2019;Kour et al, 2021;H. J. Lee, 2022;Moon & Armstrong, 2019;Polas et al, 2020;Rajput & Gahfoor, 2020;Sohn et al, 2016;Wahyudiono, 2022) research.…”

Section: H3: Satisfaction Has An Effect On Revisit Intentionsmentioning

confidence: 73%

Analysis of the Influence of Physical Environment, Service Quality, and Satisfaction on Revisit Intention at Resort in Batam City

Wijaya

Anggraini

2023

Pusaka

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The tourism and hospitality industry in Indonesia is in recession due to the COVID-19 pandemic. Many businesses have closed to help keep the virus under control, such as shopping malls and tourist attractions. Staycation opportunities in the midst of the COVID-19 pandemic can be a profitable business for tourism stakeholders. Taking advantage of the staycation opportunities has increased the popularity of hotels and resorts in Batam City. The study aims to analyze the influence of the physical environment, service quality, and satisfaction on the intention of revisiting resorts in Batam City. The research uses a quantitative approach by examining various variables and analyzed through the sampling process. The respondents of the study were local and domestic tourists who had stayed in Batam City. The results showed that there was a positive influence between the physical environment, service quality, and satisfaction with the intention to revisit. Resort businesses need to understand the concept of staycation and the importance of improving products, services, and satisfaction to customers so that there is a desire to revisit.

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“…Furthermore, many travellers have become accustomed to avoiding huge crowds due to the virus. They will seek out less congested tourist spots in the future, reducing the appeal of overloaded tourist spots Kour et al, 2020;Zenker & Kock, 2020). Even in the middle of a pandemic, the rising UGC content about tourism and travel influences numerous people to travel (Wood, 2020;Dedeoglu et al, 2020;Flores-Ruiz et al, 2021).…”

Section: Introductionmentioning

confidence: 99%

“…Recent studies propose that tourists' personal experiences and exposure, amplified by social media's emotional contagion and information dissemination, can substantially impact their travel views, intentions, and future behaviour (Aryani et al, 2018;Manap & Adzharudin, 2013;Morand et al, 2021;Nguyen, 2020). Besides, it is essential to understand the changes on/from the demand side, as proposed by various researchers such as Nair and Sinha (2020), , Kour et al (2020) and Zenker and Kock (2020). Notably, previous tourism research has focused on studying how tourists develop their perceived risk and the impacts of the latter on tourists' decision-making processes and future travel intentions (Aliperti & Cruz, 2019, Araña & León, 2008.…”

Section: Introductionmentioning

confidence: 99%

The Roles of Technology Acceptance, User Credibility and Covid-19 Perceived Health Risk in Tourist’s Social Media User-Generated-Content Usage Intention

Hanafiah

Zain

Asyraff

et al. 2022

ENLIGHTENING TOURISM

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This study examines the direct effects of technology acceptance (perceived usefulness and ease of use), trustworthiness, expertise, and the moderating effect of COVID-19 perceived health risk on tourists’ social media User-Generated-Content (UGC) usage intention. The study respondent was 233 Malaysian tourists who travelled domestically for leisure during the COVID-19 pandemic. The study hypotheses were examined using multiple regression analysis. The hypotheses testing indicates that perceived usefulness, ease of use, trustworthiness, and expertise significantly affect future usage of social media UGC. In addition, the findings confirm that perceived health risk does not affect the user trustworthiness and future usage of social media UGC. The findings assist tourism stakeholders in understanding tourist behaviour towards social media UGC, especially during the COVID-19 pandemic. The tourism business and policymakers should continuously improve and monitor their UGC platform, especially since UGC was deemed one of the vital information dissemination channels during the COVID-19 pandemic.

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Understanding the Impact of Airport Service Quality on Passengers’ Revisit Intentions Amidst Covid-19 Pandemic

Cited by 7 publications

References 49 publications

How to Achieve Passenger Satisfaction in the Airport? Findings from Regression Analysis and Necessary Condition Analysis Approaches through Online Airport Reviews

How to Achieve Passenger Satisfaction in the Airport? Findings from Regression Analysis and Necessary Condition Analysis Approaches through Online Airport Reviews

Analysis of the Influence of Physical Environment, Service Quality, and Satisfaction on Revisit Intention at Resort in Batam City

The Roles of Technology Acceptance, User Credibility and Covid-19 Perceived Health Risk in Tourist’s Social Media User-Generated-Content Usage Intention

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