Effects of airport service quality on the corporate image of airports

• Published in: Research in transportation business & management 2021-12, Vol.41, p.100668, Article 100668
• Main Authors: Mainardes, Emerson Wagner, Melo, Raphael Fernando Sodré de, Moreira, Nadia Cardoso
• Format: Article
• Language: English
• Subjects: Airport service quality; Corporate image; Perceived value; Satisfaction; Trust
• ISSN: 2210-5395; 2210-5409
• DOI: 10.1016/j.rtbm.2021.100668

This research aimed to verify the effect of airport service quality on trust, perceived value, customer satisfaction, and airports' corporate image. Based on the existing literature, a structural model was proposed considering the suggested relationship between such constructs. Based on this model, a survey was elaborated through an electronic questionnaire, all Brazilians who use airports being the target population. A total of 518 respondents who declared use of airports was obtained. Data analysis was done by structural equation modeling with the estimation of partial least squares. The results showed that airport service quality can influence trust, perceived value, customers' satisfaction, and the corporate image of airports. Extending the existing literature, which was limited to investigate services provided only by airlines, there was also evidence that the influence of the constructs analyzed applies not only to services provided by airlines, but also to services in airport terminals. The findings lead to the conclusion that it is relevant that managers and administrators of airport terminals ensure the quality of services provided on the ground. The guarantee of such quality can influence directly and indirectly the corporate image of airports, even enabling the preservation of the government concession to operate the airport. •Airports seeking notoriety need to invest in delivering quality services.•To generate more business, an airport must build its image based on the quality of its services.•The experience of airport users will be reflected in the airport image, which may result in notoriety and reputation.•Airport services are very similar and what sets an airport apart from the rest is its ability to deliver quality services.•Airports service quality can even enable the preservation of the government concession to operate the airport.