The Impact of Airport Servicescape on Passengers Satisfaction

128 Pages·2017·2.17 MB·English

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Business Administration Dissertations Programs in Business Administration
5-6-2018
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Kamau Kofi Smith
Follow this and additional works at: https://scholarworks.gsu.edu/bus_admin_diss
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Smith, Kamau Kofi, "The Impact of Airport Servicescape on Passengers Satisfaction." Dissertation,
Georgia State University, 2018.
doi: https://doi.org/10.57709/12563581
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PERMISSION TO BORROW

In presenting this dissertation as a partial fulfillment of the requirements for an advanced
degree from Georgia State University, I agree that the Library of the University shall make it
available for inspection and circulation in accordance with its regulations governing materials of
this type. I agree that permission to quote from, copy from, or publish this dissertation may be
granted by the author or, in her absence, the professor under whose direction it was written or, in
his absence, by the Dean of the Robinson College of Business. Such quoting, copying, or
publishing must be solely for scholarly purposes and must not involve potential financial gain. It
is understood that any copying from or publication of this dissertation that involves potential gain
will not be allowed without written permission of the author.

Kamau Kofi Smith
NOTICE TO BORROWERS

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accordance with the stipulations prescribed by the author in the preceding statement.

The author of this dissertation is:

Kamau Kofi Smith
6000 North Terminal Parkway
Third Floor
Atlanta, GA 30320

The director of this dissertation is:

Wesley James Johnston
J. Mack Robinson College of Business
Georgia State University
Atlanta, GA 30302-4015
The Impact of Airport Servicescape on Passengers Satisfaction

by

Kamau Kofi Smith

A Dissertation Submitted in Partial Fulfillment of the Requirement for the Degree
Of
Executive Doctorate in Business
In the Robinson College of Business
Of
Georgia State University

GEORGIA STATE UNIVERSITY
ROBINSON COLLEGE OF BUSINESS
2018
Copyright by
Kamau Kofi Smith
2018
ACCEPTANCE

This dissertation was prepared under the direction of the KAMAU KOFI SMITH
Dissertation Committee. It has been approved and accepted by all members of that committee,
and it has been accepted in partial fulfillment of the requirements for the degree of Doctor of
Philosophy in Business Administration in the J. Mack Robinson College of Business of Georgia
State University.

Richard Phillips, Dean

DISSERTATION COMMITTEE

Dr. Wesley James Johnston (Chair)
Dr. Sevgin A. Eroglu
Dr. Danny N. Bellenger
iv

ACKNOWLEDGEMENTS

Completing a doctoral journey is a challenge that cannot be accomplished by the mere strength
and determination of oneself. It takes a supporting cast of guardian angels sent by God to help
shepherd you through the expedition. I wish to acknowledge these angels to show my deepest
appreciation for assisting me in accomplishing one of my life’s greatest milestones.

Before I pay tribute to these beautiful souls, I must first thank He that sent them along my path.
Special thanks to my Heavenly Father, His Son, Jesus Christ and the Holy Spirit. You knew
exactly what I needed and who I needed in order to make it through this journey. Thank you for
showing up in the room on March 23rd, 2018 to be with me during my dissertation defense.

I would like to thank Dr. Karen D. Loch, Dr. Louis J. Grabowski and Dr. Wesley J. Johnston.
Without these three individuals, I would not have made it through my fifth semester. I will be
forever grateful for their unwavering support. Truly angels walking amongst us.

Next, I would like to thank my committee, beginning with my chair Dr. Wesley J. Johnston. Dr.
Johnston was extremely helpful and supportive in providing me unparalleled guidance throughout
my dissertation process. When I needed to find a different theory, his innovative thoughts helped
me discover the right direction and theory to pursue. My other two committee members, Dr.
Danny N. Bellenger and Dr. Sevgin A. Eroglu, were both instrumental in assisting me in
development of this final product. Dr. Bellenger always provided insightful feedback to help
facilitate deeper thought which produced more fruitful content. Dr. Eroglu’s skillful art of bringing
words and sentence structure together is a magical gift that has left me forever amazed. Her tireless
efforts of reviewing and providing invaluable feedback throughout my paper was priceless. Truly
angels walking amongst us.

I would also like to thank all of my professors and classmates for challenging my thoughts, shifting
my perspectives, raising my intellectual abilities, and for providing me with an academic
experience that will live with me forever. Special thanks to Jorge Vallejos and Ashley Apollon
v

for all of the behind the scenes efforts that they did to shepherd me through this journey. Jorge
and Ashley, you are both amazing people and invaluable assets to our program.

I would especially like to thank one of my classmates, Dr. Ginger Suzanne Lange. During this
three-year journey, Dr. Lange provided me with unprecedented support, an unconditional
friendship and her unmatched ability to pull from me untapped potential that I did not know
existed. She refused to let me abandon this pursuit and constantly assured me that we would finish
together. Without God sending me this angel, I would not have finished this program. Thank you,
my beautiful friend, you are truly an angel walking amongst us.

I would also like to thank the wonderful people of the Atlanta Airlines Terminal Corporation,
especially Mrs. Mikesha Huntley, who labored charitably in a selfless manner to provide me with
all of the support I needed to finish this journey. Many thanks to the Chairman of the Board for
the Atlanta Airlines Terminal Corporation, Mr. David Hamm, and the General Manager of
Hartsfield-Jackson Atlanta International Airport, Mr. Roosevelt Council, both of whom provided
me with the time and support to complete this dissertation.

Finally, I would like to pay special tribute to my beautiful family:

To my beautiful wife, Brenetta Nicole Smith and our amazing son Kole Parker Smith. Thank you
both for allowing daddy to pursue this doctoral degree. There were many nights and weekends
that you had to spend without me and I promise to make them all up. The love I have for you is
unexplainable and I look forward to the future life that we will create together. Love Dr. Hubby
and Dr. Daddy.

To my big boy, Deodrick Jones. I am so proud of you. During this journey, there were many
times that I was not as available to you as I had been in the past. I hope you can forgive me and I
promise to make it up to you as well. Additionally, I hope my pursuit will inspire you in ways that
will catapult you towards your destiny. Greatness awaits you, son.
vi

To my parents, Mr. Johnny Smith and Mrs. Patricia W. Smith. I dedicate this dissertation and
doctoral degree to you both. 44 years ago, in your second year of marriage, you became pregnant
with me while you were both working on your doctorate degrees at Virginia Polytechnic Institute
(commonly known as Virginia Tech). You gave up your doctoral pursuits, so that one day your
son could complete his, while your grandson watched him walk across the stage. I cannot thank
you enough for loving me unconditionally and for relentlessly making sacrifices to provide a better
life for my sister and me. I can never put into words the amount of love, respect and admiration
that I hold for you both. Thank you for your undying love. I love you with my entire being.
vii

TABLE OF CONTENTS
ACKNOWLEDGEMENTS ........................................................................................................ iv
LIST OF TABLES ........................................................................................................................ x
LIST OF FIGURES .................................................................................................................... xii
1 INTRODUCTION............................................................................................................. 1
1.1 Airport Anatomy. ......................................................................................................... 3
1.2 Customer and Passenger Satisfaction. ....................................................................... 3

1.3 Satisfaction Challenges. ............................................................................................... 5

1.4 Servicescape and Satisfaction...................................................................................... 6

2 LITERATURE REVIEW .............................................................................................. 9
2.1 Area of Concern. .......................................................................................................... 9
2.2 Airport Services. ......................................................................................................... 10

2.3 Service Quality. .......................................................................................................... 11

2.3.1 Study Significance. ................................................................................................. 13

2.4 Airport Servicescape. ................................................................................................. 13

2.4.1 Physical Environment. ........................................................................................... 13

2.4.2 The Concept of Servicescape. ................................................................................ 14

2.4.3 Application of the Servicescape Construct. ........................................................... 15

2.4.4 Airport Servicescape Application. .......................................................................... 16

2.4.5 Study Significance. ................................................................................................. 17

2.5 Airport Customer Satisfaction and Revenue. .......................................................... 18

2.5.1 Customer Satisfaction. ........................................................................................... 18

2.5.2 Study Significance. ................................................................................................. 19

2.5.3 Relationship between Customer Satisfaction and Revenue. ................................. 20

2.5.4 Airport Restroom Focus. ........................................................................................ 21

3 TH EORETICAL BACKGROUND ........................................................................... 23
3.1 Servicescape Theory................................................................................................... 23
3.2 Expanded Servicescape. ............................................................................................. 26

3.2.1 Physical Dimension. ............................................................................................... 28