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Segmentation of passenger preferences for using digital technologies at airports in Norway

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  • Halpern, Nigel
  • Mwesiumo, Deodat
  • Budd, Thomas
  • Suau-Sanchez, Pere
  • BrÃ¥then, Svein

Abstract

Airports are increasingly focused on implementing digital technologies at key stages of the airport journey to enhance the passenger experience. However, passengers have different preferences. TwoStep Cluster Analysis is used to reveal the presence of distinct segments according to their preferences. The findings are based on a survey of 6082 passengers at airports in Norway. Three distinct segments are identified: those that prefer traditional manual processes, those that prefer automated technology-based processes, and those that prefer more personalised technology-based processes. Significant differences are revealed for each segment according to passenger and trip characteristics and opinions regarding how the use of digital technologies at airports impact on personal privacy and human dignity. The findings contribute to knowledge on passenger preferences at airports and can help to inform airport decision making.

Suggested Citation

  • Halpern, Nigel & Mwesiumo, Deodat & Budd, Thomas & Suau-Sanchez, Pere & BrÃ¥then, Svein, 2021. "Segmentation of passenger preferences for using digital technologies at airports in Norway," Journal of Air Transport Management, Elsevier, vol. 91(C).
    • Handle: RePEc:eee:jaitra:v:91:y:2021:i:c:s096969972030586x
    DOI: 10.1016/j.jairtraman.2020.102005
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    References listed on IDEAS

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    5. Mwesiumo, Deodat & Halpern, Nigel & Bråthen, Svein & Budd, Thomas & Suau-Sanchez, Pere, 2023. "Perceived benefits as a driver and necessary condition for the willingness of air passengers to provide personal data for non-mandatory digital services at airports," Transportation Research Part A: Policy and Practice, Elsevier, vol. 171(C).
    6. Yuan, Yalong & Yang, Min & Feng, Tao & Ma, Yafeng & Ren, Yifeng & Ruan, Xinpei, 2022. "Heterogeneity in the transfer time of air-rail intermodal passengers based on ticket booking data," Transportation Research Part A: Policy and Practice, Elsevier, vol. 165(C), pages 533-552.
    7. Budd, Thomas & Suau-Sanchez, Pere & Halpern, Nigel & Mwesiumo, Deodat & Bråthen, Svein, 2021. "An assessment of air passenger confidence a year into the COVID-19 crisis: A segmentation analysis of passengers in Norway," Journal of Transport Geography, Elsevier, vol. 96(C).

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