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...
| Main Authors: | , , , , |
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| Format: | Article |
| Published: |
Elsevier
2023
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| Online Access: | http://psasir.upm.edu.my/id/eprint/108210/ |
| _version_ | 1848865102298611712 |
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| author | Shih, Ween Yong Cheah, Jun-Hwa Lim, Xin-Jean Siew, Imm Ng Yee, Choy Leong |
| author_facet | Shih, Ween Yong Cheah, Jun-Hwa Lim, Xin-Jean Siew, Imm Ng Yee, Choy Leong |
| author_sort | Shih, Ween Yong |
| building | UPM Institutional Repository |
| collection | Online Access |
| 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. |
| first_indexed | 2025-11-15T13:59:22Z |
| format | Article |
| id | upm-108210 |
| institution | Universiti Putra Malaysia |
| institution_category | Local University |
| last_indexed | 2025-11-15T13:59:22Z |
| publishDate | 2023 |
| publisher | Elsevier |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | upm-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 |
| 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 |
| title | 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_short | 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 |
| url | http://psasir.upm.edu.my/id/eprint/108210/ http://psasir.upm.edu.my/id/eprint/108210/ http://psasir.upm.edu.my/id/eprint/108210/ |