Examining the effect of airport environment on perceived image, memorable experiences and passenger relational behaviours

Abstract

This study aims to explore air passengers’ relational behaviours in terms of advocacy and openness by considering the overall airport environment, perceived image, and memorable experience in the context of international airports. The data was gathered from 879 respondents who are experienced airport users. This study employs partial least squares structural equation modelling (PLS-SEM) to verify the validity and accuracy of the research model. The overall airport environment was established with the second-order formative construct of six dimensions, namely, information and layout, terminal ambience, security, passenger facilities, gate area, and leisure and entertainment. Findings enhance knowledge of the formation process of airport image and memorable travel experience and provide insights into tourism and airport literature, particularly from the perspectives of air passengers. This study also discusses practical implications.