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- Title
ELECTRONIC WORD-OF-MOUTH BEHAVIOR OF PASSENGERS IN THE AIRPORT: THE COMBINATION OF SOR AND COMMITMENTTRUST THEORY.
- Authors
Nguyen Minh Quan; Bui Thanh Khoa; Van Thanh-Truong Nguyen
- Abstract
Because airports serve as symbolic representations of a nation, careful oversight of airport service quality is essential to preserving a positive international reputation. Getting a competitive edge by satisfying travelers and vacationers with firstrate service is critical to spur real economic growth. This paper investigates the impact of airport service quality on passengers’ pleasure and its subsequent impact on trust and electronic word-of-mouth behavior. The survey data reveal that six dimensions of airport service quality, including check-in, security, convenience, ambiance, basic facilities and mobility, were analyzed for their impact on passengers’ pleasure. The results show that the quality of these services in the airport has a significant impact on passengers’ pleasure. Positive airport experiences lead to increased trust and positive electronic word-of-mouth behavior. The findings highlight the importance of providing high-quality airport services to enhance customer pleasure and maintain positive customer perceptions and behaviors toward the airport.
- Subjects
AIRPORT customer services; WORD of mouth advertising; QUALITY of service; AIRPORTS; TRUST; PASSENGERS
- Publication
Business Management / Biznes Upravlenie, 2023, Issue 4, p5
- ISSN
0861-6604
- Publication type
Article
- DOI
10.58861/tae.bm.2023.4.01