Impact of Airport Experience on Satisfaction and Green Image: A Study of Yogyakarta Airport
DOI:
https://doi.org/10.37385/ijedr.v5i6.6893Keywords:
Airport Experience, Satisfaction, Green Image, Yogyakarta International Airport, SustainabilityAbstract
This research investigates the influence of airport experience on passenger satisfaction and the perception of green image at Yogyakarta International Airport (YIA). The study utilizes the Experience Economy Theory, examining the roles of entertainment, education, aesthetics, and escapism in shaping passenger satisfaction and contributing to YIA’s green image. Data were collected from 327 passengers using a structured questionnaire based on a five-point Likert scale. Partial Least Squares Structural Equation Modeling (PLS-SEM) was employed to analyze the relationships between the dimensions of the airport experience and their impact on passenger satisfaction and green image. The results indicate that educational and escapist experiences significantly enhance both satisfaction and green image, whereas entertainment and aesthetic dimensions have a less significant impact on the perception of YIA’s sustainability efforts. This study provides insights for airport managers on how to improve airport experiences and green initiatives to foster stronger passenger loyalty and environmental awareness.
References
A., Z. (Ed.). (2024). Greek Marketing Academy and the Global Alliance of Marketing and Management Associations Joint Symposium, GMA-GAMMA 2023. In Springer Proceedings in Business and Economics. Springer Nature. https://www.scopus.com/inward/record.uri?eid=2-s2.0-85200664765&partnerID=40&md5=e576c6e517c3822e9e1043e105526631
Adityawan, M. B., Rianto, A., Afif, F., Farid, M., Kuntoro, A. A., Kardhana, H., Yakti, B. P., & Kusumastuti, D. (2024). Design of Automatic Flood Control System in Kulon Progo, Special Region of Yogyakarta, Indonesia. Results in Engineering, 23. https://doi.org/10.1016/j.rineng.2024.102620
Cerdan-Chiscano, M. (2024). Collective customer-to-customer co-creation practices: Families with children with autism spectrum and airports. European Journal of Tourism Research, 38. https://doi.org/10.54055/ejtr.v38i.3245
Diana, N. A., Soemitro, R. A. A., Ekaputri, J. J., Satrya, T. R., & Warnana, D. D. (2024). Biocementing process to improve the physical and mechanical properties of saline soils that have the potential for liquefaction. In P. M.M.A., P. P.A., W. F.F., N. S.F., F. C., & F. J.R.T. (Eds.), AIP Conference Proceedings (Vol. 3110, Issue 1). American Institute of Physics. https://doi.org/10.1063/5.0204850
Ilham, M., & Putra, D. P. E. (2024). Integration of Fuzzy Sets, AHP, and TOPSIS Methods for Estimation of Liquefaction Potential Zones in Wates Groundwater Basin, Kulon Progo, Special Region of Yogyakarta. In S. H., D. of G. E. Universitas Gadjah Mada Jalan Grafika 2, Yogyakarta, A. F., D. of G. E. Universitas Gadjah Mada Jalan Grafika 2, Yogyakarta, M. G.I., D. of G. E. Universitas Gadjah Mada Jalan Grafika 2, Yogyakarta, N. R., D. of E. R. E. Kyushu University 744 Motooka Nishi-ku, Fukuoka, L. P., D. of M. and P. E. Chulalongkorn University Phayathai Rd., Wangmai, Pathumwan, Bangkok, & R. A. (Eds.), IOP Conference Series: Earth and Environmental Science (Vol. 1378, Issue 1). Institute of Physics. https://doi.org/10.1088/1755-1315/1378/1/012006
Karanki, F., Bilotkach, V., Gao, Y., & Lu, C.-T. (2024). The economic impact of E-commerce on the U.S. airports: Cost savings and productivity growth. Journal of Air Transport Management, 118. https://doi.org/10.1016/j.jairtraman.2024.102598
Kartika, F. D., Muryani, C., & Noviani, R. (2024). Estimated Impact Of Tsunami Hazards Due To Urbanization In The Aerotropolis Area Of Yogyakarta International Airport, Indonesia. International Journal of GEOMATE, 26(116), 54–63. https://doi.org/10.21660/2024.116.4346
Kontogiannis, C. T. (2024). Improving the passenger experience by providing targeted information to passengers. Journal of Airport Management, 18(3), 237–245. https://www.scopus.com/inward/record.uri?eid=2-s2.0-85197738879&partnerID=40&md5=cfdd95ec4a1c8519694950c9312688bf
Krishnan, R. S., Kirubha, D., Christopher, V. B., Raj, J. R. F., Gopikumar, S., & Rani, P. A. (2024). Predicting Passenger Preferences: An AI-Driven Framework for Personalized Airport Lobby Experiences. 2nd International Conference on Sustainable Computing and Smart Systems, ICSCSS 2024 - Proceedings, 1616–1622. https://doi.org/10.1109/ICSCSS60660.2024.10625064
Kusumaningrum, E. D., Saputra, A., & Nurwijayanti, A. (2024). Analysis of Vegetation Density Changes on Coastline Changes in the Glagah Coastal Area, Kulon Progo Regency 2018 and 2023. In H. H.Z., J. null, & F. V.N. (Eds.), IOP Conference Series: Earth and Environmental Science (Vol. 1357, Issue 1). Institute of Physics. https://doi.org/10.1088/1755-1315/1357/1/012009
Makatia, O. N., Tang, K. S., & Ren, H. (2024). Establishment of a Multi-scale Typhoon-Wave Model for a Large Floating Airport Platform. In L. T. & L. E. (Eds.), Lecture Notes in Civil Engineering: Vol. 474 LNCE (pp. 316–323). Springer Science and Business Media Deutschland GmbH. https://doi.org/10.1007/978-981-97-1514-5_33
Pfeiffer, J. L., Bower, W., & Rumrill, P. (2024). Investigating the challenges of air travel in the United States: a qualitative study of the lived experiences of wheelchair users with spinal cord injury or disorder. Spinal Cord Series and Cases, 10(1). https://doi.org/10.1038/s41394-024-00641-6
Prasetya, A. R., Faris, F., & Rahardjo, A. P. (2024). Seismic Vulnerability Assessment Using The Hvsr Method At Yogyakarta International Airport Underpass, Indonesia. International Journal of GEOMATE, 26(114), 25–33. https://doi.org/10.21660/2024.114.4082
Sidiq, W. A. B. N., Fariz, T. R., Saputro, P. A., & Sholeh, M. (2024a). Built-Up Development Prediction Based on Cellular Automata Modelling Around New Yogyakarta International Airport. Ecological Engineering and Environmental Technology, 25(1), 238–250. https://doi.org/10.12912/27197050/175138
Sidiq, W. A. B. N., Fariz, T. R., Saputro, P. A., & Sholeh, M. (2024b). Risk Screening Environmental Indicators Model Change Based on Spectral Transformation Around New Yogyakarta International Airport. Ecological Engineering and Environmental Technology, 25(8), 143–160. https://doi.org/10.12912/27197050/189573
Utami, W., Sugiyanto, C., & Rahardjo, N. (2024). Estimated changes in carbon stock due to changes in land use around Yogyakarta International Airport. Journal of Degraded and Mining Lands Management, 11(3), 5727–5740. https://doi.org/10.15243/jdmlm.2024.113.5727
Wojtaszek, M. (2024). Sonorous assemblages. Speculating a metallurgical aesthetic of airport media art. Journal of Aesthetics and Culture, 16(1). https://doi.org/10.1080/20004214.2024.2354553
Yerimou, P., & Themistocleous, C. (2024). (Re)Defining Airport Experience: A New Framework Proposition. In Z. A. (Ed.), Springer Proceedings in Business and Economics (pp. 69–84). Springer Nature. https://doi.org/10.1007/978-3-031-58429-9_5
Abdel-Gayed, M., Hassan, S. S., & El-Sayed, M. (2023). Travelers’ subjective well-being as an environmental experience: The role of green atmospherics, perceived safety, and satisfaction. Journal of Air Transport Management, 105, 102425. https://consensus.app/papers/travelers-’-subjective-wellbeing-as-an-environmental-abdel-gayed-hassan/d6a770af2e9f525f99d0dfbf85c6d6e8/
Ajzen, I. (1991). The theory of planned behavior. Organizational Behavior and Human Decision Processes, 50(2), 179–211.
Antwi, M. A., Fan, Y., & Nyamekye, E. (2020). Does the nature of airport terminal service activities impact passenger satisfaction? Journal of Air Transport Management, 86, 101822. https://consensus.app/papers/does-the-nature-of-airport-terminal-service-activities-antwi-fan/f36daf84b5ba5aed932b3643a7f8ea5c/
Boc, J., & Štimac, I. (2023). An empirical investigation: Does new airport terminal design affect passenger satisfaction and perceived value? Transportation Research Part A: Policy and Practice, 167, 1-16. https://consensus.app/papers/an-empirical-investigation-does-new-airport-terminal-boc-štimac/1f93e1277a865317b1d71752b615b667/
Han, H., Olya, H. G. T., & Kim, W. (2020). Impact of airport green atmospherics on mental health, image, and loyalty: Gender difference in the dual-process model. Journal of Sustainable Tourism, 28(9), 1308–1327. https://consensus.app/papers/impact-of-airport-green-atmospherics-on-mental-health-han-olya/3fc87253670550e6a594fdb960eb8956/
Karaman, A., & Atal?k, Ö. (2024). The effect of service encounters at airports on visitors’ perceptions of sustainability and green image. Tourism Management Perspectives, 49, 101001. https://consensus.app/papers/the-effect-of-service-encounters-at-airports-on-visitors-karaman-atal?k/ca67c810bfa75ed398126595c9a8bf81/
Pine, B. J., & Gilmore, J. H. (1998). Welcome to the experience economy. Harvard Business Review, 76(4), 97–105.
Ryu, K., & Park, J. (2019). Investigating the effect of experience in an airport on passenger satisfaction: Focusing on entertainment, escapist, and educational experiences. Journal of Hospitality and Tourism Research, 43(1), 102–123. https://consensus.app/papers/investigating-the-effect-of-experience-in-an-airport-on-ryu-park/786f98596c4e53569330656686dac7bb/
Vargo, S. L., & Lusch, R. F. (2004). Evolving to a new dominant logic for marketing. Journal of Marketing, 68(1), 1–17.
