Enhancing Airport Image Through The Experience and Behavior of Millennial Passengers In Using Airport Digital Lounges at Soekarno-Hatta International Airport

Roberto A Pradana, Ulrika Verawati, Yoanita Octora, Edhie Budi Setiawan

Abstract


The concept of digitizing services is the implementation of current technological advances. As a place of human mobility, airports need to implement digital facilities to provide convenience to users. The experience and behavior of the passengers is expected to build a positive image for the airport. This study aims to determine the effect of the passenger experience and passenger behavior of millennials when using airport digital lounges on the image of the airport. This study uses a quantitative method using path analysis, while data sampling was performed using a questionnaire involving 104 respondents. The results of the study showed a significant effect of passenger experience on passenger behavior and airport image. The experience made by the interaction of passenger behavior in using digital facilities plays a major role in building the image of the airport because passengers feel greatly assisted by the services provided. In this case, passenger behavior does not function as a mediating variable.


Keywords


passenger experience, passenger behavior, airport image, airport

Full Text:

PDF

References


F. M. Moreno, J. G. Lafuente, F. Á. Carreón, and S. M. Moreno, “The Characterization of the Millennials and Their Buying Behavior,” Int. J. Mark. Stud., vol. 9, no. 5, p. 135, 2017.

J. Sirapracha and G. Tocquer, “Customer Experience , Brand Image and Customer Loyalty in Telecommunication Services,” Int. Conf. Econ. Bus. Mark. Manag., vol. 29, pp. 112–117, 2012.

A. A. Mahrous and S. S. Hassan, “Achieving Superior Customer Experience: An Investigation of Multichannel Choices in the Travel and Tourism Industry of an Emerging Market,” J. Travel Res., vol. 56, no. 8, pp. 1049–1064, 2017.

K. N. Lemon and P. C. Verhoef, “Understanding Customer Experience Throughout the Customer Journey,” J. Mark., vol. 80, no. 6, pp. 69–96, 2016.

B. Schmitt, “Experience Marketing: Concepts, Frameworks and Consumer Insights,” Found. Trends® Mark., vol. 5, no. 2, pp. 55–112, 2010.

S. Chandra, “The Impact of Customer Experience toward Customer Satisfaction and Loyalty of Ciputra World Surabaya,” Ibuss Manag., vol. 2, no. 2, pp. 1–11, 2014.

A. O. Oke, P. Kamolshotiros, O. Y. Popoola, M. A. Ajagbe, and O. J. Olujobi, “International Review of Management and Marketing Consumer Behavior towards Decision Making and Loyalty to Particular Brands,” Int. Rev. Manag. Mark., vol. 6, no. S4, pp. 5–6, 2016.

F. A. Wahono and E. W. Kartika, “Consumer Behavior Study on the Acceptance of Airbnb From Consumer in Surabaya, Indonesia,” J. Hosp. dan Manaj. Jasa, vol. 5, no. 2, pp. 546–560, 2017.

D. Fino and C. Andrade, “Review of Tourism Sciences,” J. Tour. Res., vol. 19, no. June, pp. 197–206, 2018.

D. Di Berardino and C. Corsi, “universities Article information : Users who downloaded this article also downloaded : About Emerald www.emeraldinsight.com,” 2017.

R. Rendeiro Martín-Cejas, “Tourism service quality begins at the airport,” Tour. Manag., vol. 27, no. 5, pp. 874–877, 2006.

A. A. M. Ariffin and M. F. Yahaya, “The relationship between airport image, national identity and passengers delight: A case study of the Malaysian low cost carrier terminal (LCCT),” J. Air Transp. Manag., vol. 31, pp. 33–36, 2013.

E. B. Setiawan, “The Role of Word of Mouth in Increasing Purchase Intention of Low Cost Green Car,” Adv. Transp. Logist. Res., vol. 1, no. 1, pp. 88–96, 2018.

T. Figueiredo and R. Castro, “Passengers perceptions of airport branding strategies: The case of Tom Jobim International Airport – RIOgaleão, Brazil,” J. Air Transp. Manag., vol. 74, no. December 2017, pp. 13–19, 2019.

Y. K. Lee and J. W. Park, “Impact of a sustainable brand on improving business performance of airport enterprises: The case of Incheon International Airport,” J. Air Transp. Manag., vol. 53, pp. 46–53, 2016.

G. Cetin and F. I. Dincer, “Influence of customer experience on loyalty and word-of-mouth in hospitality operations,” Anatolia, vol. 25, no. 2, pp. 181–194, 2014.

P. Foroudi, Q. Yu, S. Gupta, and M. M. Foroudi, “Enhancing university brand image and reputation through customer value co-creation behaviour,” Technol. Forecast. Soc. Change, vol. 138, no. September, pp. 218–227, 2019.

T. Cleff, I. C. Lin, and N. Walter, “Can You Feel It ? – The Effect of Brand Experience on Brand Equity,” IUP J. Brand Manag., vol. xi, no. 2, pp. 9–27, 2014.

M. D. . Tongco, “Purposive Sampling as a Tool for Informant Selection. A Journal for Plant, People and Applied Research,” Ethnobot. J., vol. 5, pp. 147–158, 2007.

J. Heridiansyah, “Pengaruh Advertising Terhadap Pembentukan Brand Awareness Serta Dampaknya Pada Keputusan Pembelian Produk Kecap Pedas ABC,” J. STIE Semarang, vol. 4, no. 2, pp. 53–73, 2012.

D. Streiner, “Research Methods in Psychiatry. Finding Our Way: An Introduction to Path Analysis,” Can. J. Psychol., vol. 50, no. 2, pp. 115–122, 2005.

P. Kotler and G. Armstrong, Principles of Marketing, Global seventeenth edition. 2017.

G. M. Zinkhan and D. C. Smith, “Book Review: Managing Brand Equity: Capitalizing on the Value of a Brand Name,” J. Mark., vol. 56, no. 2, pp. 125–128, 2018.




DOI: https://doi.org/10.25292/atlr.v2i0.176

Refbacks

  • There are currently no refbacks.


Copyright (c) 2020 Advances in Transportation and Logistics Research

Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.

Advances in Transportation and Logistics Research

ISSN: 2622-5778 (online)
Published by: Institut Transportasi dan Logistik Trisakti, Jakarta - Indonesia

ATLR by http://proceedings.itltrisakti.ac.id/index.php/ATLR is licensed under a Creative Commons Attribution 4.0 International License.