A Study on the Effects of Waiting Time for Airport Security Screening Service on Passengers’ Emotional Responses and Airport Image
Abstract
:1. Introduction
2. Theoretical Background
3. Methodology
4. Empirical Analysis
5. Conclusions and Implications
6. Limitations and Future Research
Author Contributions
Funding
Acknowledgments
Conflicts of Interest
References
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Measures | Variables | Related Studies |
---|---|---|
Perceived waiting time | Before my arrival at the airport, I expected that I would need to wait for security screening service. | McGuire et al. [15] Kim [40] Jung [41] |
I felt that I waited for a long time to get security screening service. | ||
Waiting time for security screening service was longer than expected. | ||
Neglect | I was given guidance about waiting time for security screening service. | |
I was given relevant information while waiting for security screening service. | ||
I felt that I was given caring while waiting for security screening service. | ||
Waste of time | I think that waiting for security screening service wastes time. | |
Waiting for security screening service robbed me of time to do something else. | ||
I think that waiting for security screening service reduced time to do my shopping in duty-free shops. | ||
Control | I think that the causes of waiting time for security screening service can be controlled. | |
I think that waiting time for security screening service can be reduced. | ||
I think that the passengers waiting for security screening service were well managed. | ||
Boredom | It was unpleasant to wait for security screening service. | |
I had nothing to do while waiting for security screening service. | ||
I was bored while waiting for security screening service. | ||
Negative emotional response | I was dissatisfied with waiting for security screening service. | Jung [40] Sun [42] Park [35] |
I was annoyed at waiting for security screening service. | ||
I was angry at waiting for security screening service. | ||
Perceived justice | Waiting for security screening service was based on justice. | |
I think the procedure of security screening service was generally just. | ||
I think that the security screening personnel was professional. | ||
Acceptability | Waiting time for security screening service was acceptable. | |
I can also accept waiting time for security screening service in the future. | ||
I accept I need to wait for security screening service. | ||
Airport image | I regard the airport as positive. | |
The airport is friendly to passengers. | ||
I like the airport image in general. |
Division | Frequency (Persons) | Percentage (%) | |
---|---|---|---|
Gender | Male | 143 | 51.1 |
Female | 137 | 48.9 | |
Age (years) | ≤19 | 4 | 1.4 |
20s | 93 | 33.2 | |
30s | 73 | 26.1 | |
40s | 40 | 14.3 | |
50s | 45 | 16.1 | |
≥60 | 25 | 8.9 | |
Education | ≤High school graduate | 36 | 12.9 |
College student | 63 | 22.5 | |
College graduate | 154 | 55.0 | |
≥Graduate school student | 27 | 9.6 | |
Occupation | Student | 36 | 12.9 |
Government official | 25 | 8.9 | |
Company employee | 78 | 27.9 | |
Professional | 56 | 20.0 | |
Self-employed | 23 | 8.2 | |
Housewife | 25 | 8.9 | |
Other | 37 | 13.2 | |
Number of air travels | 1–2 | 154 | 55.0 |
3–4 | 72 | 25.7 | |
5–6 | 20 | 7.1 | |
7–8 | 12 | 4.3 | |
9–10 | 9 | 3.2 | |
≥11 | 13 | 4.6 | |
Purpose of airport use | Domestic tourism | 141 | 50.4 |
Overseas trip | 139 | 49.6 | |
Airline utilized recently | FSC | 108 | 38.6 |
LCC | 172 | 61.4 |
Factor | Kolmogorov–Smirnov a | Shapiro–Wilk | Mean | Std. Dev | ||||
---|---|---|---|---|---|---|---|---|
Statistic | Df | Sig. | Statistic | Df | Sig. | |||
Perceived waiting time | 0.194 | 280 | 0.000 | 0.940 | 280 | 0.000 | 3.511 | 0.703 |
Neglect | 0.270 | 280 | 0.000 | 0.876 | 280 | 0.000 | 2.500 | 0.747 |
Waste of time | 0.223 | 280 | 0.000 | 0.924 | 280 | 0.000 | 2.529 | 0.863 |
Boredom | 0.213 | 280 | 0.000 | 0.917 | 280 | 0.000 | 3.831 | 0.679 |
Negative emotional response | 0.146 | 280 | 0.000 | 0.954 | 280 | 0.000 | 2.645 | 0.755 |
Perceived justice | 0.303 | 280 | 0.000 | 0.823 | 280 | 0.000 | 3.582 | 0.678 |
Acceptability | 0.206 | 280 | 0.000 | 0.883 | 280 | 0.000 | 3.557 | 0.600 |
Airport image | 0.163 | 280 | 0.000 | 0.926 | 280 | 0.000 | 3.527 | 0.639 |
Factor | Variables | Standardized Loadings | Loadings | S.E a | C.R b | SMC |
---|---|---|---|---|---|---|
Perceived waiting time | A1 | 0.865 | 1.024 | 0.092 | 11.155 *** | 0.749 |
A2 | 0.831 | 1.000 | Fix | Fix | 0.691 | |
Neglect | B1 | 0.715 | 1.000 | Fix | Fix | 0.511 |
B2 | 0.966 | 1.336 | 0.196 | 6.803 *** | 0.933 | |
Waste of time | C1 | 0.824 | 1.000 | Fix | Fix | 0.678 |
C2 | 0.865 | 1.093 | 0.095 | 11.553 *** | 0.749 | |
Boredom | D1 | 0.844 | 1.024 | 0.073 | 14.008 *** | 0.713 |
D2 | 0.937 | 1.176 | 0.081 | 14.526 *** | 0.877 | |
D3 | 0.735 | 1.000 | Fix | Fix | 0.540 | |
Negative emotional response | E1 | 0.871 | 1.000 | Fix | Fix | 0.759 |
E2 | 0.931 | 1.042 | 0.050 | 20.751 *** | 0.867 | |
E3 | 0.795 | 1.872 | 0.053 | 16.542 *** | 0.632 | |
Perceived justice | F1 | 0.937 | 1.000 | Fix | Fix | 0.878 |
F2 | 0.899 | 1.922 | 0.059 | 15.569 *** | 0.809 | |
Acceptability | G1 | 0.814 | 1.015 | 0.073 | 13.923 *** | 0.814 |
G2 | 0.902 | 1.107 | 0.074 | 15.008 *** | 0.690 | |
G3 | 0.767 | 1.000 | Fix | Fix | 0.589 | |
Airport image | H1 | 0.816 | 1.000 | Fix | Fix | 0.666 |
H2 | 0.777 | 1.063 | 0.079 | 13.417 *** | 0.604 | |
H3 | 0.846 | 1.131 | 0.079 | 14.332 *** | 0.716 |
Construct | AVE(Fornell) | AVE(Hair) | Cronbach’s α |
---|---|---|---|
Perceived waiting time | 0.779 | 0.719 | 0.876 |
Neglect | 0.797 | 0.722 | 0.885 |
Wasted time | 0.742 | 0.714 | 0.852 |
Boredom | 0.803 | 0.710 | 0.924 |
Negative emotional response | 0.817 | 0.752 | 0.930 |
Perceived justice | 0.916 | 0.843 | 0.956 |
Acceptability | 0.826 | 0.688 | 0.934 |
Airport image | 0.787 | 0.662 | 0.917 |
Construct | Perceived Waiting Time | Neglect | Wasted Time | Boredom | Negative Emotional Response | Perceived Justice | Acceptability | Airport Image |
---|---|---|---|---|---|---|---|---|
Perceived waiting time | 1 | |||||||
Neglect | 0.003 | 1 | ||||||
Wasted time | 0.189 | 0.014 | 1 | |||||
Boredom | 0.118 | 0.094 | 0.091 | 1 | ||||
Negative emotional response | 0.253 | 0.046 | 0.383 | 0.084 | 1 | |||
Perceived justice | 0.016 | 0.033 | 0.005 | 0.000 | 0.006 | 1 | ||
Acceptability | 0.158 | 0.010 | 0.072 | 0.007 | 0.182 | 0.245 | 1 | |
Airport image | 0.002 | 0.052 | 0.002 | 0.000 | 0.008 | 0.235 | 0.194 | 1 |
Hypothesis Path | Standardized Estimate | C.R. b | Result | |
---|---|---|---|---|
H1a | Perceived waiting time → Neglect | −0.212 | −2.770 *** | Supported |
H1b | Perceived waiting time → Waste of time | 0.606 | 6.542 *** | Supported |
H1d | Perceived waiting time → Boredom | 0.499 | 5.893 *** | Supported |
H2a | Neglect → Negative emotional response | −0.116 | −2.178 * | Supported |
H2b | Neglect → Perceived justice | 0.195 | 3.070 *** | Supported |
H2c | Neglect → Acceptability | −0.029 | −0.514 | Not Supported |
H3a | Waste of time → Negative emotional response | 0.617 | 8.815 *** | Supported |
H3b | Waste of time → Perceived justice | −0.077 | −1.072 | Not Supported |
H3c | Waste of time → Acceptability | −0.291 | −4.340 *** | Supported |
H5a | Boredom → Negative emotional response | 0.072 | 1.251 | Not Supported |
H5b | Boredom → Perceived justice | 0.088 | 1.294 | Not Supported |
H5c | Boredom → Acceptability | −0.016 | −0.267 | Not Supported |
H6 | Perceived justice → Negative emotional response | −0.022 | −0.395 | Not Supported |
H7 | Perceived justice → Acceptability | 0.477 | 7.224 *** | Supported |
H8 | Negative emotional response → Airport image | 0.051 | 0.842 | Not Supported |
H9 | Perceived justice → Airport image | 0.353 | 4.844 *** | Supported |
H10 | Acceptability → Airport image | 0.283 | 3.762 *** | Supported |
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Kim, M.H.; Park, J.W.; Choi, Y.J. A Study on the Effects of Waiting Time for Airport Security Screening Service on Passengers’ Emotional Responses and Airport Image. Sustainability 2020, 12, 10634. https://doi.org/10.3390/su122410634
Kim MH, Park JW, Choi YJ. A Study on the Effects of Waiting Time for Airport Security Screening Service on Passengers’ Emotional Responses and Airport Image. Sustainability. 2020; 12(24):10634. https://doi.org/10.3390/su122410634
Chicago/Turabian StyleKim, Mun Hwan, Jin Woo Park, and Yu Jin Choi. 2020. "A Study on the Effects of Waiting Time for Airport Security Screening Service on Passengers’ Emotional Responses and Airport Image" Sustainability 12, no. 24: 10634. https://doi.org/10.3390/su122410634
APA StyleKim, M. H., Park, J. W., & Choi, Y. J. (2020). A Study on the Effects of Waiting Time for Airport Security Screening Service on Passengers’ Emotional Responses and Airport Image. Sustainability, 12(24), 10634. https://doi.org/10.3390/su122410634