The effect of physical environment on passenger delight and satisfaction: Moderating effect of national identity
This study aims to examine the influence of an international airport's physical environment on passengers' delight and satisfaction. This study also aims to assess the moderating role of national identity on the relationship between physical environment and passengers' delight and sat...
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| Published in | Tourism management (1982) Vol. 57; pp. 213 - 224 |
|---|---|
| Main Authors | , , |
| Format | Journal Article |
| Language | English |
| Published |
Elsevier Ltd
01.12.2016
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| Subjects | |
| Online Access | Get full text |
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| Abstract | This study aims to examine the influence of an international airport's physical environment on passengers' delight and satisfaction. This study also aims to assess the moderating role of national identity on the relationship between physical environment and passengers' delight and satisfaction. A convenient sampling technique was used to select the sample. A total of 271 questionnaires distributed at Kuala Lumpur International Airport, Malaysia were used for data analysis. The result from the structural analysis suggests that physical environment in an international airport influences passengers' delight and satisfaction. Moreover, national identity portrayed in airport moderates the relationships between physical environment, passengers' delight and satisfaction. Overall, findings of this study extends the understanding of physical environment, passengers' delight and satisfaction and national identity in the context of an international airport and offer implications for international airport authorities. Discussions and implications for airport practitioners, limitations, and suggestions for future research are also provided.
•Tests relationships among physical environment, passenger delight and satisfaction.•Examines the moderating role national identity.•Airport's physical environment influences passengers' delight and satisfaction.•National identity is a significant moderator. |
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| AbstractList | This study aims to examine the influence of an international airport's physical environment on passengers' delight and satisfaction. This study also aims to assess the moderating role of national identity on the relationship between physical environment and passengers' delight and satisfaction. A convenient sampling technique was used to select the sample. A total of 271 questionnaires distributed at Kuala Lumpur International Airport, Malaysia were used for data analysis. The result from the structural analysis suggests that physical environment in an international airport influences passengers' delight and satisfaction. Moreover, national identity portrayed in airport moderates the relationships between physical environment, passengers' delight and satisfaction. Overall, findings of this study extends the understanding of physical environment, passengers' delight and satisfaction and national identity in the context of an international airport and offer implications for international airport authorities. Discussions and implications for airport practitioners, limitations, and suggestions for future research are also provided.
•Tests relationships among physical environment, passenger delight and satisfaction.•Examines the moderating role national identity.•Airport's physical environment influences passengers' delight and satisfaction.•National identity is a significant moderator. |
| Author | Kim, Woo Gon Ryu, Kisang Ali, Faizan |
| Author_xml | – sequence: 1 givenname: Faizan orcidid: 0000-0003-4528-3764 surname: Ali fullname: Ali, Faizan email: faizanali7@hotmail.co.uk organization: College of Hospitality & Technology Leadership, University of South Florida Sarasota Manatee, 8350 N. Tamiami Trail, Sarasota, FL, 34243, USA – sequence: 2 givenname: Woo Gon surname: Kim fullname: Kim, Woo Gon email: wkim@cob.fsu.edu organization: Dedman School of Hospitality, The College of Business, Florida State University, Tallahassee, FL, USA – sequence: 3 givenname: Kisang surname: Ryu fullname: Ryu, Kisang email: Kryu11@sejong.ac.kr organization: College of Hospitality and Tourism Management, Sejong University, Seoul, Republic of Korea |
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| SubjectTerms | Delight International airports National identity Physical environment Satisfaction |
| Title | The effect of physical environment on passenger delight and satisfaction: Moderating effect of national identity |
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