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Services innovation impact to customer satisfaction and customer value enhancement in airport

Author

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  • Chen, James K.C.
  • Batchuluun, Amrita
  • Batnasan, Javkhuu

Abstract

Public transportation service is a crucial issue in every country; especially air transportation. It requires convenient, fast, comfortable, and reliable service from air companies. This research paper aims to create an evaluation model for service innovation impact, customer satisfaction and customer value enhancement in an airport. This paper uses means-end theory to investigate service innovation factors and examines influence to the relationship between customer satisfaction and customer value. 300 samples of data were collected through online survey and questionnaire within two months periods. The result shows that customer value was influenced by customer satisfaction and service innovation. This study conducted analysis on innovative services such as self-check-in kiosk, X-ray, social media communication, and micro-hotels in an airport. Result indicates all four services revealed a positive moderation effect. The security check was the most important evaluation factor in an airport service.

Suggested Citation

  • Chen, James K.C. & Batchuluun, Amrita & Batnasan, Javkhuu, 2015. "Services innovation impact to customer satisfaction and customer value enhancement in airport," Technology in Society, Elsevier, vol. 43(C), pages 219-230.
    • Handle: RePEc:eee:teinso:v:43:y:2015:i:c:p:219-230
    DOI: 10.1016/j.techsoc.2015.05.010
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    Cited by:

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    2. Young Kyung Ryu & Jin-Woo Park, 2019. "Investigating the Effect of Experience in an Airport on Pleasure, Satisfaction, and Airport Image: A Case Study on Incheon International Airport," Sustainability, MDPI, vol. 11(17), pages 1-11, August.
    3. Cao, Mengfei & Li, Linbo & Zhang, Yahua, 2023. "Developing a passenger-centered airport: A case study of Urumqi airport in Xinjiang, China," Journal of Air Transport Management, Elsevier, vol. 108(C).
    4. Halpern, Nigel & Mwesiumo, Deodat & Suau-Sanchez, Pere & Budd, Thomas & Bråthen, Svein, 2021. "Ready for digital transformation? The effect of organisational readiness, innovation, airport size and ownership on digital change at airports," Journal of Air Transport Management, Elsevier, vol. 90(C).
    5. Ding, Ji-Feng & Shyu, Wen-Hwa & Yeh, Chun-Tsen & Ting, Pi-Hui & Ting, Chung-Te & Lin, Chien-Pang & Chou, Chien-Chang & Wu, Su-Sin, 2016. "Assessing customer value for express service providers: An empirical study from shippers’ perspective in Taiwan," Journal of Air Transport Management, Elsevier, vol. 55(C), pages 203-212.
    6. Pereira, Bruno Alencar & Lohmann, Gui & Houghton, Luke, 2021. "Innovation and value creation in the context of aviation: a Systematic Literature Review," Journal of Air Transport Management, Elsevier, vol. 94(C).
    7. Joanna HAWLENA, 2019. "Adaptation Of The Servqual Method For Testing The Quality Of Passenger Air Services," Transport Problems, Silesian University of Technology, Faculty of Transport, vol. 14(4), pages 139-150, December.
    8. Bezerra, George C.L. & Gomes, Carlos F., 2020. "Antecedents and consequences of passenger satisfaction with the airport," Journal of Air Transport Management, Elsevier, vol. 83(C).
    9. Ayodeji, Yusuf & Rjoub, Husam & Özgit, Hale, 2023. "Achieving sustainable customer loyalty in airports: The role of waiting time satisfaction and self-service technologies," Technology in Society, Elsevier, vol. 72(C).
    10. Hasan Emin GÜRLER & Ramazan ERTURGUT, 2019. "Hizmet Kalitesi ile Algılanan Değer Arasındaki İlişkide Kuşağın Moderatör Etkisi: Havayolu Endüstrisinde X ve Y Kuşağı Üzerine Bir Araştırma," Istanbul Business Research, Istanbul University Business School, vol. 48(2), pages 335-365, November.
    11. Rubio-Andrada, Luis & Celemín-Pedroche, María Soledad & Escat-Cortés, María-Dolores & Jiménez-Crisóstomo, Abel, 2023. "Passengers satisfaction with the technologies used in smart airports: An empirical study from a gender perspective," Journal of Air Transport Management, Elsevier, vol. 107(C).

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