The Impact of Airport Servicescape on Passengers Satisfaction

There have not been many researchers who have examined passenger satisfaction in the air transportation industry. Research that evaluates the physical environments of airports are equally deficient (Moon, Yoon, & Han, 2016). Additionally, there have been fewer studies that examine the physical dimensions of airport facilities in relation to passenger satisfaction and behavioral intentions. This study examines the effects of restroom servicescape on perceived service quality, passenger satisfaction and behavioral intentions. Secondary data from 443 intercepts conducted at Hartsfield-Jackson Atlanta International Airport, were used for data analysis. SPSS, SMART PLS, and structural equation modeling (SEM) were used to test hypotheses. Cleanliness and physical enhancements to the restroom servicescape, i.e. décor, hand sanitizer, music, and smell, had significant effects on passengers’ satisfaction and behavioral intentions, i.e. revisits to the airport. The findings from this research expands the body of knowledge and understanding of servicescape effects on passengers’ perceived service quality, passenger satisfaction and behavioral intentions. These along with other findings, recommendations for future research, and managerial implications are discussed and highlighted