The effect of airport atmospherics on satisfaction and behavioral intentions: testing the moderating role of perceived safety

Hyoungeun Moon, Hae Jin Yoon, Heesup Han

Research output: Journal article publicationJournal articleAcademic researchpeer-review

44 Citations (Scopus)


International airports have been notable spaces due to their reinforced roles and the increase in the number of users. Nevertheless, there are not many studies on the relationships among the physical environment of the airport, perception of airport safety, customer satisfaction, and behavioral intentions. To fill this gap, this study has attempted to (1) examine the relationships among the physical environment of the airport, satisfaction, and behavioral intentions; (2) discover which element of physical circumstances has an influence on satisfaction; and (3) ascertain perceived airport safety as a moderator between satisfaction and behavioral intentions. The data were collected through wireless channels, using the snowball method. The findings disclosed that facility aesthetics is the strongest component of the physical surroundings of the airport in eliciting satisfaction, and satisfaction has a major impact on behavioral intentions. Despite the invalid moderation effect of perceived airport safety, safety was clarified as a direct driver of satisfaction through additional analysis.

Original languageEnglish
Pages (from-to)749-763
Number of pages15
JournalJournal of Travel and Tourism Marketing
Issue number6
Publication statusPublished - 24 Jul 2017
Externally publishedYes


  • International airport
  • perceived safety
  • physical environment
  • satisfaction
  • snowball sampling

ASJC Scopus subject areas

  • Tourism, Leisure and Hospitality Management
  • Marketing

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