The Effect of Airport Image and National Identity on Customer Delight: Study Case Terminal 3 of Soekarno Hatta International Airport

Ahmad Prawira, A L Pramesti, Wildan Wildan, M Zaini

Abstract


The airport is the first place for foreign tourists as an international gateway that gives a country's first impression. The impact of the airport image in reflecting the national identity of a country that can build customer delight towards the airport. This research was conducted with the aim to determine the effect of airport image and national identity on customer delight at terminal 3 of Soekarno Hatta international airport. This study using Hierarchical Moderated Regression as the primary method of data analysis. This research study is focused to understand how terminal 3 of Soekarno Hatta International Airport can show airport image and national identity to create customer delight, namely passenger and visitors of the terminal, this study involved 100 respondents and used random sampling. The results of this study have a strong positive relationship between airport image and national identity towards customer delight.

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DOI: https://doi.org/10.25292/atlr.v2i0.223

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