Service Quality as a Second-Order Construct Influencing Repurchase Intention through Customer Satisfaction among Full-Service Airline Passengers at Suvarnabhumi International Airport
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This article aimed to examine the influence of service quality on repurchase intention through customer satisfaction among passengers of full-service airlines at Suvarnabhumi International Airport. Service quality was conceptualized as a second-order construct comprising five SERVQUAL dimensions: tangibility, reliability, responsiveness, assurance, and empathy. A quantitative research design was employed, and data were collected from 400 Thai passengers aged 20 years and above who had experience using full-service airline services at Suvarnabhumi International Airport. The respondents were selected using purposive sampling. Data were analyzed using Confirmatory Factor Analysis (CFA), Structural Equation Modeling (SEM), and bootstrap analysis. The results showed that the measurement model demonstrated satisfactory reliability, convergent validity, and discriminant validity. Common method bias was assessed using Harman’s single-factor test, and the first factor accounted for 37.260% of the total variance, indicating that common method bias was unlikely to be a serious concern. The structural model showed a good fit with the empirical data. Service quality had a positive and significant effect on customer satisfaction (β = 0.793, p < .001), and customer satisfaction had a positive and significant effect on repurchase intention (β = 0.775, p < .001). The bootstrap mediation analysis confirmed that customer satisfaction significantly mediated the association between service quality and repurchase intention, with a standardized indirect effect of β = 0.615, 95% CI [0.534, 0.689], p < .001. The findings indicate that service quality enhances repurchase intention indirectly by increasing customer satisfaction. This study contributes to airline service quality research by conceptualizing service quality as a second-order construct and clarifying the mediating role of customer satisfaction in the full-service airline context. Practically, full-service airlines should manage service quality as an integrated passenger experience that strengthens satisfaction and encourages repeat service use.
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