Journal of the Korea Society of Computer and Information (한국컴퓨터정보학회논문지)

Korean Society of Computer Information (한국컴퓨터정보학회)
권호 표지
DOI QR코드

DOI QR Code

A Study on The Impact of Perceived Crowding on Emotional Response and Revisit Intention

공항 이용객의 혼잡지각이 감정적 반응과 재방문의사에 미치는 영향에 관한 연구

  • Kim, Seung-Lee (Dept. of Airline Service, KwangJu Women's University) ;
  • In, Ok-Nam (Dept. of Airline Service, KwangJu Women's University)
  • 김승리 (광주여자대학교 항공서비스학과) ;
  • 인옥남 (광주여자대학교 항공서비스학과)
  • Received : 2015.04.26
  • Accepted : 2015.05.19
  • Published : 2015.05.30
Download PDF
⟨ Previous Next ⟩

Abstract

The object of this study is finding out the relational effect of perceived crowding of international airport on emotional response and revisit intention. The data of this study was collected by questionnaire and based on Incheon international airport visitors. A total 260 validity sample was analyzed a frequency analysis, reliability analysis, exploratory factor analysis and correlation coefficient analysis from SPSS 21, a hypothesis through out confirmatory factor analysis and structural equation modeling from AMOS 7.0. As a result of this study, visitors' human perceived crowding of international airport and positive emotional response showed a significant effects on revisit intention.

본 논문에서는 국제공항 이용객 혼잡지각, 감정적 반응 및 재방문의사 사이의 영향관계 관계 검증 방법을 제안한다. 본 연구를 통해 국제공항의 시설적 혼잡성은 이용객의 부정적 반응 및 재방문의사에 유의한 영향관계가 형성됨을 알 수 있으며, 이용객의 인적 혼잡성과 긍정적인 감정반응은 재방문의사에 유의한 영을 미치는 것으로 나타났다. 이상의 결과를 종합하면 국제공항 이용객의 인적 혼잡지각과 긍정적 감정반응인 고마움, 즐거움, 편안함, 친근감, 만족감, 믿음감 등은 이용객의 긍정적인 재방문의사와 타인 추천 등에 영향을 미치는 것으로 나타났다. 본 연구에서는 SPSS 21 통계 프로그램을 이용하여 빈도분석, 요인분석, 신뢰도분석, 상관관계분석을 실시하였으며, 또한 AMOS 7.0을 활용하여 공분산구조분석(Covariance Structure Analysis)의 확인적 요인분석과 모형검증(Model Test)을 실시하였다.

Keywords

References

  1. Incheon Newspape (visited April. 7, 2015) .
  2. Song, J. K., " Strategies for Oversea Business Diversification of Airport Industry -Focusing on Incheon International Airporrt-" Autumn Conference Presentation of Aviation Management Society of Korea, pp. 395-405, 2014.
  3. Mehrabian, A., and Russell, J. A., "An Approach to Environment Psychology", MA: MIT Press, 1974.
  4. Manning, R. E., "Studies in Outdoor Recreation". Oregon State University Press, 1986.
  5. Ji, S. G., and Lee, S. G., "The Effects of In-store Crowding on Consumer Emotions and Behavioral Intention", Vol. 15, No. 3, pp. 169-186, November 2005. https://doi.org/10.1080/12297119.2005.9707498
  6. Shelby, B., Vaske, J. J., and Heberlein, T. A., "Comparative Analysis of Crowding in Multiple Location: Result from Fifteen Years of Research. Leisure Sciences", Vol. 11, No. 4, pp. 269-291, 1989. https://doi.org/10.1080/01490408909512227
  7. Eroglu, S. A., Machleit, K., and Barr, T. F., "Perceived Retail Crowding and Shopping Satisfaction: The Role of Shopping Values", Journal of Business Research, Vol. 58, No. 8, pp. pp. 1146-1153, 2005. https://doi.org/10.1016/j.jbusres.2004.01.005
  8. Park, C. I., "A Study on Social Carrying Capacity by Normative Approach of Perceived Crowding", Journal of Korean institute of landscape architecture, Vol. 33, No.1, pp. 10-18, April 2005.
  9. Kim, Y. M., Byeon, K. W., and Jung, J. H., "The Constructive Relationship between Ski Resort Crowding and Revisiting Intention", The Korean Journal of Physical Education, Vol. 46, No. 4, pp. 221-233, July 2007.
  10. Kim, S. H., and Hong, J. S., "Recreational Demand and Crowdness Perception : A Test for User Displacement Hypothesis", Korean Journal of Tourism Research, VOl. 12, pp. 181-195, December 1998.
  11. Oh, E. J., "Impacts of Theme Park Visitors' Perceived Crowding on Affects, Hedonic Values and Customer loyalty", Doctoral Dissertation of Sejong University, 2010.
  12. Kim, B. W., "Analysis on the Effect of Crowdedness of Theme Park Event on the Visitor Satisfaction : Reference to Lotte World in Korea", Korea Tourism Research Association, Vol. 21, No. 4, pp. 263-274, December 2007.
  13. Park, M. S., and Park, H. J., "The Relationship Between Effects of Crowding Perception in the Regional Festival on Emotional Response, Coping Behavior, and Behavior Intention -Sustainability of Eco-themed in Cultural-themed Festival Comparison", Korean Rural Tourism Research, Vol. 17. No. 4, pp. 85-105, October 2010.
  14. Han, H. M., Hong, K. W., "A Study on Social Carrying Capacity and Coping Behavior in the Regional Festival -A Case of Puchon International Student Animation Festival(PISAF 2004)-", International Journal of Tourism and Hospitality Research, Vol. 20., No. 1, pp. 121-137, October 2006.
  15. Yang, T. S., Park, I. S., and Lee, B. Y., "A Study on the Model between the Crowding and Customer Behavior in Food Service Industry", Journal of Foodservice Management Society of Korea, Vol. 11. No. 1, pp. 101-122, March 2008.
  16. Hui, M. K., and Bateson, J. E. G., "Perceived Control and Effects of Crowding and Consumer Choice on the Service Experience", Journal of Consumer Research, Vol. 18,No. 9, pp. 174-184, 1991. https://doi.org/10.1086/209250
  17. Machleit, K. A., Eroglu, C. F., Mantel, S. P., "Perceived Retail Crowding and Shopping Satisfaction: What Modifies this Relationship", Journal of Consumer Relationship, Vol. 9, No. 1, pp. 29-42, 2000.
  18. Yang, T. S., and Park, Y. B., "A Study on Restaurant Environment and Crowdedness in Foodservice Company", The Korean Journal of Culinary Research, Vol. 12, No. 4, pp. 63-79, December 2006.
  19. Izard, C. E., "Four Systems for Emotion Activation: Cognitive and Noncognitive Processes," Psychological Review, Vol. 100, No. 1, pp. 68-90, 1993. https://doi.org/10.1037/0033-295X.100.1.68
  20. Westbrook, R. A., "Product/Consumption-based Affective Response and Repurchase Process", Journal of Marketing Research, Vol. 24, No. 3, pp. 258-270, 1987. https://doi.org/10.2307/3151636
  21. Hong, S. D., "Influence of Perceived Crowding on Tourist's Emotional Response and Behavioral Adjustments", Doctoral Dissertation of Kyunggi University, 2003.
  22. Kim, S. H., "Influence of Perceived Service Environments on Customers' Internal Responses and Behaviors at Apparel Shops in Department Stores", Doctoral Dissertation of Chungnam University, 2002.
  23. Yeo, H. K., and Kim, G. Y., "Relation of Emotional Response and Revisit Intention of User in Convention Center", Spring Conference Presentation of Korean Academic Society of Hospitality Administration, pp. 428-446, 2007.
  24. Olive, R. L., "Cognitive, Affective, and Attribute Base of the Satisfaction Response", Journal of Consumer Research, Vol. 20, No. 3, pp. 418-430, 1993. https://doi.org/10.1086/209358
  25. Jo, M. N., " The Effect of Customers' Cognitive and Emotional Responses to Restaurant Service Encounter on Formation of Service Loyalty", Journal of Tourism Sciences Vol. 30, No. 5, pp. 173-196, October 2006.
  26. Chebat, J. C., and Slusarczyk, W., "How Emotions Mediate the Effects of Perceived Justice on Loyalty in Service Recovery Situations: An Empirical Study", Journal of Business Research, Vol. 58, No. 5, pp. 664-673, 2005. https://doi.org/10.1016/j.jbusres.2003.09.005
  27. Dolen, W. V., Lemmink, J., Mattsson, J., and Rheon, I., "Affective Consumer Responses in Service Encounters: The Emotional Content in Narratives of Critical Incidents", Journal of Economic Psychology, Vol. 22, No. 3, pp. 359-376, 2001. https://doi.org/10.1016/S0167-4870(01)00038-1
  28. White, C., and Yu, Y., "Satisfaction Emotions and Consumer Behavioral Intentions", Journal of Service Marketing, Vol. 19, No. 6, pp. 411-420, 2005. https://doi.org/10.1108/08876040510620184
  29. Lee, J. H., "The Study of Relations between Family Restaurant Employee's Service-Orientation and Customer's Emotional Response, Attitude and loyalty", Journal of Tourism Sciences, Vol. 32, No. 5, pp. 187-208, October 2008.
  30. Lee, J. S., "The Effects of Evaluation Attributes of Customers on Emotional Responses and Behavioral Intention of Service Encounters - focused on deluxe hotel -", Journal of Tourism Sciences, Vol. 22, No. 2, pp. 17-36, August 2007.
  31. Jo, M. N., and Yang, I. S., "The Analysis of the Differences of Evaluation Level of Service Encounter Quality, Emotional Responses, Customer Satisfaction and Service Loyalty by Typers of Restaurants", Korean Journal of Food Culture, Vol. 21, No. 5, pp. 524-535, October 2006.
  32. Chun, B. G., and Roh, Y. M., "The Influence of Physical Environment Perception on Restaurant Patrons' Attitude Formation : The Mediating Role of Emotional Responses", Korean Journal of Food Culture, Vol. 20, No. 4, pp. 438-445, August 2005.
  33. Ko, D. W., "The Effect of Users' Perceived Risk and Emotional Response on Satisfaction in Skiing", Journal of Tourism Sciences, Vol. 27, No. 2, pp. 49-69, October 2003.
  34. Obermiller, C., and Bitner, M. J., "Store Atmosphere: A Peripheral Cue for Product Evaluation", in American Psychological Association Annual Conference Proceedings, Consumer Psychology, Division Vol. 23, forthcoming, pp. 52-53, 1984.
  35. Assel, H., " Consumer Behaviour and Marketing Action", Cincinnati, OH: South Western College Publishing, 1995.
  36. Hoo, S. M., "The Effect of Familiarity on Destination Image and Visit Intention", Conference Presentation of Journal of Tourism Sciences, pp. 363-376, 2010.
  37. Bitner, J., "Servicescape: The Impact of Physical Surroundings and Employee Responses", Journal of Marketing, Vol. 54(April), pp. 57-71, 1992.
  38. Boulding, W., Kalra, A., Staelin, R., and Zeithaml, A., "A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions", Journal of Marketing Research, Vol. 30, No.1, pp.7-27, 1993. https://doi.org/10.2307/3172510
  39. Zeithaml, V. A., Berry, L. L., and Parasuraman, A., "The Behavioral Consequence of Service Quality", Journal of Marketing, Vol. 60(April), pp. 31-46, 1996.
  40. Ko, D. W., "A Critical Review of Tourism Behavioral Literature ; With an Emphasis on Articles Appeared in ATR", Journal of Tourism Sciences, Vol. 22, No. 1, pp. 207-229, August 1998.
  41. Lee, J. M., " Impact of Sense of Satisfaction with Regional Festival Experience Program upon Intention for Re-visit - With Focus on Andong International Mast Dance Festival", Journal of the Korea Contents Association, Vol. 9, No. 9, pp. 370-379, September 2009. https://doi.org/10.5392/JKCA.2009.9.9.370
  42. Kuentzel, W. F., and Heberlein, T. A., "Cognitive and Behavioral Adaptations to Perceived Crowding: A Panel Study of Coping and Displacement", Journal of Leisure Research, Vol. 24, No. 4, pp. 377-393, 1992. https://doi.org/10.1080/00222216.1992.11969903
  43. Baker, D., and Crompton, J., " Quality, Satisfaction and Behavioral Intentions", Annals of Tourism Research, Vol. 27, No. 3., pp. 785-804, 2000. https://doi.org/10.1016/S0160-7383(99)00108-5
  44. Hong, S. D., and Han, B. S., "Relation of Crowding Perception and Emotional Response, Adjusting Behavior", Journal of Tourism Sciences, Vol. 28, No. 1, pp. 187-203, June 2004.
  45. Oh, E. J., " Impacts of Theme Park Visitors' Perceived Crowding on Affects, Hedonic Values and Customer Loyalty", Doctoral Dissertation of Sejong University, 2010.
  46. Kim, H. K., "Impacts of Ashley Family Restaurant Visitors' Perceived Crowding on Affects, Hedonic Values, and Customer Loyalty", Korean Journal of Hotel Administration, Vol. 22, No. 3, pp. 155-173, 2013.
  47. Song, Y. S., Cho, E. A., and Lee, J. J., "The Influence of Wedding Exposition Service Quality on Visitor's Perceived Value, Satisfaction and Behavioral Intention", Journal of Tourism & Leisure Research, Vol. 23, No.4, pp. 367-386, May 2011.
  48. Lee, J. H., " The Effect of Service Importance and Performance of Waterparks Customers on Satisfaction and Loyalty" Doctoral Dissertation of Kyunggi University, 2003.
  49. Hair, J. F., Anderson Jr, R. E., Tatham, R. L., and Black, W. C., "Multivariate Data Analysis", 7th ed(Glaval Edition), Pretice-Hall, 2009.
  50. Nunnally, J. C., and Bernstein, I. H., "Psychometric Theory (3rd ed), New York: McGraw-Hill, 1994.
  51. Park, J. H., and Jang, I. H., "Impact of The Perception Difference of Choice Attributes or Customers and Congestion in Restaurant on Behavior Intentions : Focused on Buffet Restaurant in Daejeon Area", Journal of the Korean Institute of Landscape Architecture, Vol. 24, No. 4, pp. 335-355, May 2012.

Cited by

  1. Factors Influencing Perceived Crowding of Tourists and Sustainable Tourism Destination Management vol.8, pp.10, 2016, https://doi.org/10.3390/su8100976