How the Service Quality of Regional Airport Affects Tourist Satisfaction with Airport Services and Their Intention to Revisit Secondary Cities: An Exploratory Study

ABSTRACT

This study aims to identify dimensions for measuring tourists’ perceptions of the service quality of regional airports in secondary tourist cities and to investigate the causal relationship between regional airport service quality, tourist satisfaction with airport services, and revisit intention to secondary tourist cities in Thailand. A total of 886 responses are analyzed using the structural equation modeling technique. This study explored four dimensions to measure the service quality of regional airports, namely, diversion, convenience, the efficiency of airport function, and access. Empirical results reveal the direct effects of three dimensions of diversion, convenience, and access on tourist satisfaction with airport services. This study also found indirect effects of the three dimensions on destination revisit intention through tourist satisfaction. Furthermore, the article affirms a strong link between tourist satisfaction with airport services and their intention to revisit the secondary tourist cities.

KEYWORDS:

• Regional airport
• airport service quality
• tourist satisfaction
• destination revisit
• secondary city

Disclosure statement

No potential conflict of interest was reported by the authors.

Additional information

Funding

The work was financially supported by the School of Liberal Arts, King Mongkut’s Institute of Technology Ladkrabang [2563-0219009].