Services innovation impact to customer satisfaction and customer value enhancement in airport

摘要

Public transportation service is a crucial issue in every country; especially air transportation. It requires convenient, fast, comfortable, and reliable service from air companies. This research paper aims to create an evaluation model for service innovation impact, customer satisfaction and customer value enhancement in an airport. This paper uses means-end theory to investigate service innovation factors and examines influence to the relationship between customer satisfaction and customer value. 300 samples of data were collected through online survey and questionnaire within two months periods. The result shows that customer value was influenced by customer satisfaction and service innovation. This study conducted analysis on innovative services such as self-check-in kiosk, X-ray, social media communication, and micro-hotels in an airport. Result indicates all four services revealed a positive moderation effect The security check was the most important evaluation factor in an airport service.