The Impact of Service Innovation on Airport Service Quality and Passenger Satisfaction

Abstract

This study aims to investigate the impact of service innovation on airport service quality and passenger satisfaction. Based on service quality theory and innovation diffusion theory, this study proposes a theoretical model to examine these relationships. Structural Equation Modeling (SEM) is used to test the values ​​in the proposed model using data collected from 371 passengers who used services at Terminal 3 – Tan Son Nhat International Airport. The results demonstrate that service innovation strongly influences service quality and passenger satisfaction, and that airport service quality under the influence of service innovation positively impacts passenger satisfaction. Theoretical and practical implications based on the research findings are discussed, and future studies are proposed.