Understanding How Airport Facilities and Positive Emotions Shape Passenger Satisfaction and Travel Intention
DOI:
https://doi.org/10.33005/mebis.v11i1.790Keywords:
Facility Functionality, Facility Aesthetics, Passenger Satisfaction, Travel IntentionAbstract
This research examines how the functionality and aesthetic quality of airport facilities influence passenger satisfaction and their intention to travel in the future. In an increasingly competitive aviation sector, the physical characteristics of airport terminals play an important role in shaping passengers’ perceptions and evaluations of service experience. This study further incorporates positive emotions as a moderating variable to determine whether passengers’ emotional states influence the relationship between environmental cues and behavioral outcomes. Using an explanatory quantitative design, data were obtained through structured questionnaires distributed to 380 respondents selected through purposive random sampling. The proposed relationships were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The results show that both facility functionality and aesthetics have significant positive effects on passenger satisfaction and travel intention. In addition, passenger satisfaction acts as an important mediating mechanism that connects the quality of the physical environment with behavioral loyalty. The moderation analysis also provides an interesting finding, indicating that positive emotions reduce passengers’ reliance on physical attributes when forming satisfaction.
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