공항 서비스스케이프가 이용객의 감정과 만족 그리고 재방문의도에 미치는 영향

초록

Global airports executed various marketing to become more competitive. In recent, transit tourist has focused more on the entertainment element in the airport service. Therefore, numerous airports dedicated to offer better service because it could increase the transit tourists. This research investigates the effect of service scape on the emotion, satisfaction, and revisit intention in the context of airport service. The service scape is composed of aesthetic, convenience, entertainment, and electronic device assistance. This research collected the data using online survey. The number of participants was 250. For the data analysis, we executed confirmatory factor analysis and structural equation model using SPSS 22.0 and AMOS 18.0. The results indicated that aesthetic, convenience, and entertainment significantly affected the positive emotion of transit tourist. Also, the results showed that positive emotion is linked with customer satisfaction, and customer satisfaction brings about the revisit intention of airport servicescape.

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