💡 The study explores how digital technologies at airports impact passenger satisfaction and sustainability, highlighting the crucial balance between automation and human-provided services.
In their research, the authors employed two key methodologies 🔍 - the Delphi technique and the Kano model - to identify and categorize the essential service attributes that shape the passenger experience at various airport touchpoints. 💻
The Delphi technique allowed a panel of experts to reach a consensus on 16 service indicators 📋, encompassing both technology-driven 🤖 and human-based services. 👥 The Kano model then revealed how each of these attributes influences passenger satisfaction 😊 and dissatisfaction. 😩
The findings shed light on the evolving preferences of modern air travelers. 🛩️ Many technology-driven services, such as AI-powered wayfinding 🗺️ and translation apps 🌐, were classified as "attractive," meaning they enhance satisfaction when available but don't cause dissatisfaction if absent. 🤩 Real-time information updates through mobile notifications 📱 were considered essential, underscoring the growing demand for personalized and seamless digital experiences. 🔍
Interestingly, certain traditional services, like real-time updates on screens 📺 and PA announcements 🔊, were deemed "must-be" attributes, indicating their continued importance, especially for arriving and transferring passengers. 🛬 However, there were also discrepancies between expert and passenger perspectives, such as the perceived importance of self-service kiosks 🖥️, suggesting a need for a more nuanced approach to technology implementation. 🤔
Source: Choi, S.; Moon, C.; Lee, K.; Su, X.; Hwang, J.; Kim, I. Exploring Smart Airports’ Information Service Technology for Sustainability: Integration of the Delphi and Kano Approaches. Sustainability 2024, 16, 8958. https://doi.org/10.3390/su16208958
From: Pusan National University; Liming Vocational University; Sejong University.
