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

Authors

  • Giacomo Del Chiappa Department 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: gdelchiappa@uniss.it
  • Marcello Atzeni Department of Economics and Business, University of Cagliari, Sardinia, Italy.
  • Salvatore Loriga Department of Economics and Business, University of Cagliari, Sardinia, Italy

Keywords:

Socio-demographics, travel-related variables, flight-related variables, food and beverage services, airport, factor-cluster analysis.

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.

Downloads

Published

2019-10-01

How to Cite

Chiappa, G., Atzeni, M., & Loriga, S. (2019). Profiling airport travellers based on their perceptions, satisfaction and intention to recommend food and beverage services. European Journal of Tourism Research, 23, 172–190. Retrieved from https://ejtr.vumk.eu/index.php/about/article/view/396

Most read articles by the same author(s)