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.

Profiling airport travellers based on their perceptions, satisfaction and intention to recommend food and beverage services / Del Chiappa, G; Atzeni, M; Loriga, S. - In: EUROPEAN JOURNAL OF TOURISM RESEARCH. - ISSN 1994-7658. - 23:(2019), pp. 172-190.

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

Del Chiappa, G;Atzeni, M;
2019

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.
Profiling airport travellers based on their perceptions, satisfaction and intention to recommend food and beverage services / Del Chiappa, G; Atzeni, M; Loriga, S. - In: EUROPEAN JOURNAL OF TOURISM RESEARCH. - ISSN 1994-7658. - 23:(2019), pp. 172-190.
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Utilizza questo identificativo per citare o creare un link a questo documento: http://hdl.handle.net/11388/236361
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