The Role of Airport Service Quality Toward Passenger Electronic Word-Of-Mouth

Abstract

This research examines the impact of airport service quality on passenger satisfaction and electronic word-of-mouth (eWOM) in aviation. Airport service quality encompasses dimensions of check-in, security, convenience, ambiance, availability of facilities, and intra-airport mobility. As airports play a vital role in travel, enhancing airport service quality is imperative yet empirical research on its outcomes is limited. Grounded in theory linking service quality, satisfaction and behavior, this study hypothesizes airport service quality positively affects passenger satisfaction and eWOM. Data from air travelers was analyzed using PLS-SEM. Results confirm airport service quality dimensions positively influence satisfaction. Furthermore, satisfaction strongly predicts eWOM. This study contributes by comprehensively investigating airport service quality and its effects. Findings offer theoretical and practical implications for improving airport service quality and passenger experience.