Effects of Airport Servicescape on Passengers’ Satisfaction: A Hierarchical Approach and Importance-Performance Analysis

Abstract

By the threat of other countries’ new or renovated airports, Taiwan Tauyuan International Airport endeavors to improve its service quality. Satisfaction has been discussed to be one of the crucial factors that influences whether passenger will repurchase on specific product. The authors focus on the physical surroundings and its further impact on the satisfaction. This research proposes a 2-order model and explores the relationship between servicescape and satisfaction through structural equation model (SEM). Furthermore, combining Importance-Performance Analysis (IPA) this research finds out some key items needed to be improved with high priority. Specifically, the results show that convenience of passenger traffic flow system should be improved first. Lastly, the authors propose some implications and suggestions for further research.

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