What is it about?
The study examines the relationship between autonomous attributes, service quality, and passenger intentions at airport terminals. It uses factor analysis and a structural equation model to understand how new technology impacts service quality and passengers' behavioral intentions to revisit and recommend it. This insight helps understand the relationship between travel intentions and new technology experiences.
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Why is it important?
This study analyzes customers' perceptions of emerging technologies at passenger airport terminals, develops a model involving automated or autonomous technology adoption as a mediating variable, and demonstrates that digitization and automated technical characteristics, especially at International Carrier Network (ICN), impact consumer behavior and service quality.
Perspectives
The strategic integration of emerging technologies significantly impacts airport customers' perceived service quality, satisfaction, and recommendation intentions, leading to enhanced passenger influx and revenue generation. A phased introduction of automated and autonomous equipment can make airports safer places, mitigating accident risks and perceptions of unsafe conditions. The growing demand for autonomous mechanisms stems from shifting demographics, rapid urbanization, climate change, and digitalization. Autonomous vehicles at airports include robots for assistance, self-driving vehicles, airport parking services, airside operations, and air taxis.
Dr. Seock-Jin Hong
Read the Original
This page is a summary of: How new technology impacts airport’s service quality and behavioral intentions, Journal of Travel & Tourism Marketing, February 2024, Taylor & Francis,
DOI: 10.1080/10548408.2024.2311329.
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