Preliminary Study of Airport Service Quality and Word of Mouth: A Qualitative Approach

Abstract

This study was about the implementation of airport service quality perception and its relation to Word of Mouth. The main purpose of this study was to develop an understanding of the airport service quality perception that is developed by Airport Council International. Furthermore, the study also investigates the relationships of service quality in terms of Word of Mouth. This study analyzes whether passengers may discuss airport service quality with others; share airport experience to social media; recommend the airport to others. This means that an assessment the ability of service quality to explain the variation in Word of Mouth including interaction among variables. The results of this study show that airport service quality explains positive impact on Word of Mouth, and some findings relating those issues have been revealed.