The Role of Innovation and Airport Service Quality on Airport Image: Mediated Effect of Passenger Satisfaction

Abstract

The airport is a window to the world that represents the country's image. Through innovation in service infrastructure and digitalization of processes, encouraging passenger-oriented airport service management. So, the purpose of this study was to examine the effect of innovation on airport service quality management practices, passenger satisfaction, and airport image. The survey was conducted at five main airports in Indonesia with passengers in the departure area. The partial least square structural equation model (SEM-PLS) is used for analysis in this study. It is proven that innovation influences airport service quality, passenger satisfaction, and airport image. Like-wise, service quality affects airport satisfaction and image. Passenger satisfaction has succeeded in mediating innovation, the quality of airport services, and their influence on the airport's image. Through these findings, it is hoped that it will be useful for airport operators to carry out con-tinuous innovation in supporting services so that it has a positive effect on passengers and, in the long term, improves the airport's image. Future research is expected to examine the effect of image on the desire of passengers to make other paid transactions in the airport terminal area.

Keywords

• airport service quality
• innovation
• passenger satisfaction
• airport image