The servicescape of air transport terminal affecting passenger satisfaction

Abstract

The air transport infrastructure in this study is the airport. The aim of this research is to assess the airport environment specific on services cape or the architecture design, and function which affecting the passenger’s satisfaction. This study conducted at Don Mueang International Airport (DMK), Thailand. Since DMK has been renovated and expanded to serve the demand of passenger. The questionnaires were distributed to 400 Thais passenger using DMK airport. The structural equation modelling (SEM) was utilized to confirm the factors affecting the user’s comfort and satisfaction. The result found that the factor most affecting passenger’s feeling comfortable which leads to satisfaction inside the terminal were the exhibition of arts and culture inside terminal, the cleanliness of terminal, the natural light shine into the terminal and last the cleanliness of toilets. Hence, the airport management team should considering present the arts and culture of Thailand in the terminal. This would help passenger relaxing by appreciating the arts and culture during their journey in and out Thailand.

Has passenger satisfaction at airports changed with the onset of COVID-19? The case of Seville Airport (Spain)

“…Specifically, passengers who give cleanliness a rating of 5 (compared to those who give it a rating of 1) are 90.8 percentage points more likely to consider the airport “excellent”. This is consistent with the result reported by Kankaew (2020) and Yang et al (2015) , who demonstrated, among other things, that cleanliness is a key factor in the airport context. The key airport satisfaction factors for Bogicevic et al (2013) are also comfort and that the atmosphere is pleasant for spending some time there, with the stress on the cleanliness of the facilities, including the restrooms.…”

“…In the same line of research, other authors such as Bezerra and Gomes (2015) analyzed check-in, security, comfort, and mobility, while Jiang and Zhang (2016a) focused on comfort. Bellizzi et al (2018) also investigated visualization and signage as well as the cleanliness and comfort of the terminal, and Kankaew (2020) emphasized the cleanliness of the terminal in general and, more specifically, the cleanliness of the restrooms. Other authors can also be cited, such as Isa et al (2020) , who analyzed several dimensions such as facilities, check-in, and security and Fakfare et al (2021) , who established several attributes as significant: airport signage and design, flight information screens or security.…”

“…In other respects, from the point-of-view of airport facilities, Kankaew (2020) studied the way that architectural design affects passenger satisfaction in airport settings; Correia et al (2008) evaluated the general service level of terminals according to user perception, as did Dayarathna et al (2017) , who measured the level of passenger satisfaction with the facilities in the departures, arrivals, and transit terminal building.…”

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

“…The cleanliness of the terminal facilities is a critical factor in ensuring passengers' comfort and satisfaction [34]. The research findings shows that terminal cleanliness has a positive effect on passenger emotions, thereby increasing overall passenger satisfaction [48]. Based on the above literature, we formulated the following hypothesis: Hypothesis 2 (H2).…”

Users’ perception for innovation and sustainability management: evidence from public transport

“…Bitner's Servicescape Model is a model that has been used in different areas (Boukabiya and Outtaj 2021;Eun-Ho and Choi, 2020;Pizam and Tasci 2019;Yang and Chung 2021) to measure the relationship between the service giver and the service receiver taking into account the environment and the place where the service is provided. Therefore, it is a model that has been widely used in the area of transport to measure efficiency and users' perception of the service received (Kankaew 2020;Park and Park 2018;Taheri et al 2020), but there are very few studies specifically on public transport in the last decade ).…”