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dc.contributor.authorKhoa, Bui
dc.contributor.authorQuan, Nguyen
dc.contributor.authorNguyen, Van
dc.date.accessioned2023-12-16T16:16:49Z
dc.date.accessioned2023-12-16T16:16:50Z
dc.date.available2023-12-16T16:16:49Z
dc.date.available2023-12-16T16:16:50Z
dc.date.issued2023
dc.identifier.issn0861-6604
dc.identifier.urihttp://hdl.handle.net/10610/4916
dc.description.abstractBecause airports serve as symbolic representations of a nation, careful oversight of airport service quality is essential to preserving a positive international reputation. Getting a competitive edge by satisfying travelers and vacationers with first-rate service is critical to spur real economic growth. This paper investigates the impact of airport service quality on passengers’ pleasure and its subsequent impact on trust and electronic word-of-mouth behavior. The survey data reveal that six dimensions of airport service quality, including check-in, security, convenience, ambiance, basic facilities and mobility, were analyzed for their impact on passengers’ pleasure. The results show that the quality of these services in the airport has a significant impact on passengers’ pleasure. Positive airport experiences lead to increased trust and positive electronic word-of-mouth behavior. The findings highlight the importance of providing high-quality airport services to enhance customer pleasure and maintain positive customer perceptions and behaviors toward the airport.us_US
dc.publisherTsenov Publishing HouseEN_en
dc.relation.ispartofseries4;1
dc.subjectelectronic word-of-mouth behaviorus_US
dc.subjectairport service qualityus_US
dc.subjectpassengers’ pleasureus_US
dc.subjectpassengers’ trustus_US
dc.titleElectronic Word-Of-Mouth Behavior Of Passengers In The Airport: The Combination Of Sor And Commitment-Trust Theoryus_US
dc.typeArticleus_US


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