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Profiling airport travellers based on their perceptions, satisfaction
and intention to recommend food and beverage services

Giacomo Del Chiappa1* , Marcello Atzeni2 and Salvatore Loriga3

   
Received: 28/09/2018 Accepted: 23/03/2019
        
1Department of Economics and Business, University of Sassari, Sardinia, Italy. Via Muroni, 25, 07100 Sassari, Italy. Phone: +39 0789 64 21 84, Senior Research Fellow, School of Tourism & Hospitality, University of Johannesburg, South Africa. E-mail: This e-mail address is being protected from spambots. You need JavaScript enabled to view it
2Department of Economics and Business, University of Cagliari, Sardinia, Italy.
3Department of Economics and Business, University of Cagliari, Sardinia, Italy.
*Corresponding author
    
Coordinating editor: Stanislav Ivanov
  
Abstract
  
Consuming Food and Beverage is one of the most frequent non-aeronautical activities that passengers enjoy at airports and that significantly contributes to airport profitability. Despite this, there is still limited research aimed at analysing passengers’ consumption behaviour of F&B. With the aim to contribute to this somewhat under investigated research area, this study applies a factor- cluster analysis on a sample of 1,139 airport travellers. Results from factor analysis reveal four underlying dimensions of F&B perceptions (i.e. atmospherics, staff quality, value of money, product quality) and one dimension related to satisfaction and intention to recommend airport-based F&B services (i.e. “satisfaction and intention to recommend”). Cluster analysis applied to the scores of the five factors reveal that three clusters exist (i.e. “enthusiastics”, “neutrals” and “price sensitives”). Chi-squared analysis tests show that significant differences exist based on socio-demographics (i.e. age, education level, employment status), travel-related variables (i.e. frequency of travelling) and flight-related variables (i.e. flying and check-in modality). Contributions to the theory, managerial implications and limitations to the study are discussed, and suggestions for further research are made.
 
Keywords: Socio-demographics, travel-related variables, flight-related variables, food and beverage services, airport, factor-cluster analysis.
 
Citation: Del Chiappa, G., M. Atzeni and S. Loriga (2019) Profiling airport travellers based on their
perceptions, satisfaction and intention to recommend food and beverage services. European Journal of Tourism Research 23, pp. 172-190
  
 
European Journal of Тourism Research