Research on catering service quality evaluation and passenger experience at Chongqing Airport

Abstract

This study examines the impact of airport catering service quality on passenger satisfaction and behavioral intentions at Chongqing Jiangbei International Airport, utilizing the SERVQUAL framework to evaluate five dimensions: tangibility, empathy, reliability, responsiveness, and assurance. Data from 195 valid responses were collected via structured questionnaires and analyzed using reliability tests, correlation analysis, and regression modeling in SPSS. Results indicate that empathy (β = 0.275, *p* < 0.001) and reliability (β = 0.223, *p* = 0.006) significantly enhance passenger satisfaction, which in turn drives repurchase intention (β = 0.646) and recommendation intention (β = 0.637). While tangibility, responsiveness, and assurance showed limited direct effects, their contextual relevance in airport settings warrants further exploration.

The findings underscore passengers’ dual demands for cost efficiency and culturally distinctive dining experiences. To address these, strategic recommendations include: (1) implementing empathy-focused staff training to improve emotional engagement, (2) standardizing service protocols to ensure operational reliability, and (3) adopting tiered pricing models integrated with regional culinary offerings to foster differentiation. These measures aim to align service quality with passenger expectations while boosting non-aeronautical revenue. By incorporating geocultural variables, this study extends the SERVQUAL model’s applicability to airport catering contexts. Limitations include geographical sample constraints, exclusion of contextual factors (e.g., flight delays), and reliance on cross-sectional data, which restrict causal inference and dynamic analysis. Future research should adopt longitudinal designs and contextual controls to refine theoretical and practical insights.