Journal
TOURISM MANAGEMENT
Volume 57, Issue -, Pages 213-224Publisher
ELSEVIER SCI LTD
DOI: 10.1016/j.tourman.2016.06.004
Keywords
Physical environment; Delight; National identity; Satisfaction; International airports
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This study aims to examine the influence of an international airport's physical environment on passengers' delight and satisfaction. This study also aims to assess the moderating role of national identity on the relationship between physical environment and passengers' delight and satisfaction. A convenient sampling technique was used to select the sample. A total of 271 questionnaires distributed at Kuala Lumpur International Airport, Malaysia were used for data analysis. The result from the structural analysis suggests that physical environment in an international airport influences passengers' delight and satisfaction. Moreover, national identity portrayed in airport moderates the relationships between physical environment, passengers' delight and satisfaction. Overall, findings of this study extends the understanding of physical environment, passengers' delight and satisfaction and national identity in the context of an international airport and offer implications for international airport authorities. Discussions and implications for airport practitioners, limitations, and suggestions for future research are also provided. (C) 2016 Elsevier Ltd. All rights reserved.
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