The Effect of Airport Self-Service Characteristics on Passengers’ Perceived Value, Satisfaction, and Behavioral Intention: Based on the SOR Model

Jong-Hyeon Kim · Jin-Woo Park

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Technology Adoption and User Behaviour Customer Service Quality and Loyalty Aviation Industry Analysis and Trends

Abstract

This paper analyzes the effects of airport self-service characteristics on behavioral intention through the perceived values and satisfaction in passengers based on the Stimulus-Organism-Response (SOR) model. For this purpose, a survey was conducted with passengers having used self-service technologies (SSTs) at Incheon International Airport. A total of 400 questionnaires were then analyzed using structural equation modeling. Four SST factors—functionality, enjoyment, customization, and convenience—were found to have significant effects on behavioral intention through the perceived values and customer satisfaction. As for the moderating effects of self-efficacy and waiting time, significant differences were found in the effects of the airport self-service characteristics. The results of this study are expected to be useful as basic data to aid strategies to develop and improve SSTs at Incheon International Airport.

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References

1991The theory of planned behavior 1989Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology 1977Self-efficacy: Toward a unifying theory of behavioral change.1977Self-efficacy: Toward a unifying theory of behavioral change.1985A Conceptual Model of Service Quality and Its Implications for Future Research 1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence 1982Self-efficacy mechanism in human agency.1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions

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