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How to make you spend more in the airport? An investigation towards ECSI model on willingness to spend more in airport

This study intends to uncover the potential drivers that motivate air passengers to spend more in the airport. To address the gaps in the literature, this study proposed a model that integrated the European Customer Satisfaction Index (ECSI) and Experience Economy Theory. Data was collected from 341...

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Main Authors: Shih, Ween Yong, Cheah, Jun-Hwa, Lim, Xin-Jean, Siew, Imm Ng, Yee, Choy Leong
Format: Article
Published: Elsevier 2023
Online Access:http://psasir.upm.edu.my/id/eprint/108210/
https://linkinghub.elsevier.com/retrieve/pii/S0969699723001072
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spelling my.upm.eprints.1082102024-09-23T01:55:24Z http://psasir.upm.edu.my/id/eprint/108210/ How to make you spend more in the airport? An investigation towards ECSI model on willingness to spend more in airport Shih, Ween Yong Cheah, Jun-Hwa Lim, Xin-Jean Siew, Imm Ng Yee, Choy Leong This study intends to uncover the potential drivers that motivate air passengers to spend more in the airport. To address the gaps in the literature, this study proposed a model that integrated the European Customer Satisfaction Index (ECSI) and Experience Economy Theory. Data was collected from 341 passengers at Kuala Lumpur International Airport and analyzed using Partial Least Squares - Structural Equation Modelling (PLS-SEM). The structural model results suggested that willingness to spend more depended on the passengers’ satisfaction and perceived value. Experience economy was found to mediate the path between airport image and passenger expectation on perceived value. Implications and suggestions for further research were discussed. Elsevier 2023 Article PeerReviewed Shih, Ween Yong and Cheah, Jun-Hwa and Lim, Xin-Jean and Siew, Imm Ng and Yee, Choy Leong (2023) How to make you spend more in the airport? An investigation towards ECSI model on willingness to spend more in airport. Journal of Air Transport Management, 112. art. no. 102464. pp. 1-14. ISSN 0969-6997; ESSN: 1873-2089 https://linkinghub.elsevier.com/retrieve/pii/S0969699723001072 10.1016/j.jairtraman.2023.102464
institution Universiti Putra Malaysia
building UPM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Putra Malaysia
content_source UPM Institutional Repository
url_provider http://psasir.upm.edu.my/
description This study intends to uncover the potential drivers that motivate air passengers to spend more in the airport. To address the gaps in the literature, this study proposed a model that integrated the European Customer Satisfaction Index (ECSI) and Experience Economy Theory. Data was collected from 341 passengers at Kuala Lumpur International Airport and analyzed using Partial Least Squares - Structural Equation Modelling (PLS-SEM). The structural model results suggested that willingness to spend more depended on the passengers’ satisfaction and perceived value. Experience economy was found to mediate the path between airport image and passenger expectation on perceived value. Implications and suggestions for further research were discussed.
format Article
author Shih, Ween Yong
Cheah, Jun-Hwa
Lim, Xin-Jean
Siew, Imm Ng
Yee, Choy Leong
spellingShingle Shih, Ween Yong
Cheah, Jun-Hwa
Lim, Xin-Jean
Siew, Imm Ng
Yee, Choy Leong
How to make you spend more in the airport? An investigation towards ECSI model on willingness to spend more in airport
author_facet Shih, Ween Yong
Cheah, Jun-Hwa
Lim, Xin-Jean
Siew, Imm Ng
Yee, Choy Leong
author_sort Shih, Ween Yong
title How to make you spend more in the airport? An investigation towards ECSI model on willingness to spend more in airport
title_short How to make you spend more in the airport? An investigation towards ECSI model on willingness to spend more in airport
title_full How to make you spend more in the airport? An investigation towards ECSI model on willingness to spend more in airport
title_fullStr How to make you spend more in the airport? An investigation towards ECSI model on willingness to spend more in airport
title_full_unstemmed How to make you spend more in the airport? An investigation towards ECSI model on willingness to spend more in airport
title_sort how to make you spend more in the airport? an investigation towards ecsi model on willingness to spend more in airport
publisher Elsevier
publishDate 2023
url http://psasir.upm.edu.my/id/eprint/108210/
https://linkinghub.elsevier.com/retrieve/pii/S0969699723001072
_version_ 1811686008601706496
score 13.211869

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