An effect of servicescape on emotional response and satisfaction : Focusing on Incheon International Airport

The purpose of this study is to examine the factors of servicescape and the influential relationship between emotional response and satisfaction of Incheon International Airport users. Data was collected through questionnaire instruments from 300 Incheon International Airport users. A total of 283 available samples were typically used in this study. Exploratory factor analysis, confirmatory factor analysis and structural equation modeling were used to test three hypotheses and a conceptual framework. The results indicated that servicescape identified four categories with convenience accessibility, air conditioning environment, the aesthetics, and cleanliness. The results also showed that servicescape positively influenced both emotional response and satisfaction, while emotional response negatively influenced satisfaction of Incheon Internaitonal Airport users. Therefore, the theoretical and managerial implications regarding the development way of Incheon International Airport for future plans are suggested.