Tác động của trải nghiệm dịch vụ sân bay lên hình ảnh thương hiệu địa phương và dự định quay trở lại điểm đến: Trường hợp thành phố Đà Nẵng
Từ khóa:
Trải nghiệm sân bay, sự hài lòng, dự định quay trở lại điểm đến, hình ảnh thương hiệu địa phươngTóm tắt
Chất lượng trải nghiệm sân bay đóng vai trò quan trọng trong việc xây dựng hình ảnh thương hiệu của các thành phố du lịch như Đà Nẵng. Sân bay thường là địa điểm đầu tiên và cũng là địa điểm kết thúc hành trình trải nghiệm của du khách. Do đó, mục tiêu của nghiên cứu này là tìm hiểu tác động của trải nghiệm dịch vụ sân bay lên hình ảnh thương hiệu địa phương và ý định quay trở lại điểm đến, trường hợp thành phố Đà Nẵng thông qua một khảo sát với 301 bảng câu hỏi. Nghiên cứu đã cho thấy rằng sự sạch sẽ, an ninh trật tự, dịch vụ check-in và tính thẩm mỹ đều ảnh hưởng tích cực lên sự hài lòng của khách hàng, trong khi đó vai trò của cơ sở vật chất lại không được ghi nhận. Ngoài ra, sự hài lòng về trải nghiệm sân bay là nhân tố quan trọng góp phần xây dựng hình ảnh thương hiệu địa phương. Cuối cùng, nghiên cứu xác nhận sự hài lòng về sân bay và hình ảnh thương hiệu địa phương là hai nhân tố ảnh hưởng ý nghĩa lên dự định quay trở lại điểm đến.
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