IDEAS home Printed from https://ideas.repec.org/a/gam/jsusta/v16y2024i20p8958-d1499961.html
   My bibliography  Save this article

Exploring Smart Airports’ Information Service Technology for Sustainability: Integration of the Delphi and Kano Approaches

Author

Listed:
  • Sooyoung Choi

    (Department of Tourism and Convention, Pusan National University, Busan 46241, Republic of Korea)

  • Chaeyoung Moon

    (Department of Tourism and Convention, Pusan National University, Busan 46241, Republic of Korea)

  • Keunjae Lee

    (Department of Economics, Pusan National University, Busan 46241, Republic of Korea)

  • Xinwei Su

    (School of Tourism, Liming Vocational University, Quanzhou 362046, China)

  • Jinsoo Hwang

    (The College of Hospitality and Tourism Management, Sejong University, Seoul 143747, Republic of Korea)

  • Insin Kim

    (Department of Tourism and Convention, Pusan National University, Busan 46241, Republic of Korea)

Abstract

Airport digitalization has revolutionized service delivery at passenger touchpoints, which leads to sustainable passenger loyalty. However, it is critical to determine whether this rapid transition to digital services genuinely enhances passenger satisfaction with airport services. This study uses a mixed-method approach to identify key traditional and technology-driven information services in smart airports. The specific aim is to determine the optimal balance in which digital technologies can effectively replace human-provided services to establish sustainable passenger loyalty. Two rounds of Delphi surveys were conducted with panels of 23 and 21 experts, followed by an online Kano survey with 401 international passengers. The Delphi analysis identified 16 key information service attributes, while the Kano analysis revealed that the majority of technology-based services were attractive and positively influenced passenger satisfaction. By contrast, human-based services were mostly indifferent, although some were vital for boosting satisfaction and preventing dissatisfaction. These results advance the current airport service research and provide practical insights into optimizing passenger experiences through the strategic integration of technology for sustainable smart airports while maintaining essential human-provided services.

Suggested Citation

  • Sooyoung Choi & Chaeyoung Moon & Keunjae Lee & Xinwei Su & Jinsoo Hwang & Insin Kim, 2024. "Exploring Smart Airports’ Information Service Technology for Sustainability: Integration of the Delphi and Kano Approaches," Sustainability, MDPI, vol. 16(20), pages 1-17, October.
    • Handle: RePEc:gam:jsusta:v:16:y:2024:i:20:p:8958-:d:1499961
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2071-1050/16/20/8958/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2071-1050/16/20/8958/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Viswanath Venkatesh, 2000. "Determinants of Perceived Ease of Use: Integrating Control, Intrinsic Motivation, and Emotion into the Technology Acceptance Model," Information Systems Research, INFORMS, vol. 11(4), pages 342-365, December.
    2. Meuter, Matthew L. & Ostrom, Amy L. & Bitner, Mary Jo & Roundtree, Robert, 2003. "The influence of technology anxiety on consumer use and experiences with self-service technologies," Journal of Business Research, Elsevier, vol. 56(11), pages 899-906, November.
    3. Jinsoo Hwang & Yekyoung Yoo & Insin Kim, 2021. "Dysfunctional Customer Behavior, Employee Service Sabotage, and Sustainability: Can Social Support Make a Difference?," IJERPH, MDPI, vol. 18(7), pages 1-16, March.
    4. Bogicevic, Vanja & Bujisic, Milos & Bilgihan, Anil & Yang, Wan & Cobanoglu, Cihan, 2017. "The impact of traveler-focused airport technology on traveler satisfaction," Technological Forecasting and Social Change, Elsevier, vol. 123(C), pages 351-361.
    5. Fernandes, Teresa & Oliveira, Elisabete, 2021. "Understanding consumers’ acceptance of automated technologies in service encounters: Drivers of digital voice assistants adoption," Journal of Business Research, Elsevier, vol. 122(C), pages 180-191.
    6. Prentice, Catherine & Kadan, Mariam, 2019. "The role of airport service quality in airport and destination choice," Journal of Retailing and Consumer Services, Elsevier, vol. 47(C), pages 40-48.
    7. 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).
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Garaus, Marion & Wolfsteiner, Elisabeth & Wagner, Udo, 2016. "Shoppers' acceptance and perceptions of electronic shelf labels," Journal of Business Research, Elsevier, vol. 69(9), pages 3687-3692.
    2. Kamoonpuri, Sana Zehra & Sengar, Anita, 2023. "Hi, May AI help you? An analysis of the barriers impeding the implementation and use of artificial intelligence-enabled virtual assistants in retail," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
    3. Booranakittipinyo, Amphai & Li, Rita Yi Man & Phakdeephirot, Nutteera, 2024. "Travelers' perception of smart airport facilities: An X (Twitter) sentiment analysis," Journal of Air Transport Management, Elsevier, vol. 118(C).
    4. Apostolidis, Chrysostomos & Devine, Anthony & Jabbar, Abdul, 2022. "From chalk to clicks – The impact of (rapid) technology adoption on employee emotions in the higher education sector," Technological Forecasting and Social Change, Elsevier, vol. 182(C).
    5. Darren Ellis & David Harper & Ian Tucker, 2013. "The Dynamics of Impersonal Trust and Distrust in Surveillance Systems," Sociological Research Online, , vol. 18(3), pages 85-96, August.
    6. Janotta, Frederica & Hogreve, Jens, 2024. "Ready for take-off? The dual role of affective and cognitive evaluations in the adoption of Urban Air Mobility services," Transportation Research Part A: Policy and Practice, Elsevier, vol. 185(C).
    7. Julian M. Müller, 2019. "Comparing Technology Acceptance for Autonomous Vehicles, Battery Electric Vehicles, and Car Sharing—A Study across Europe, China, and North America," Sustainability, MDPI, vol. 11(16), pages 1-17, August.
    8. Rajak, Manindra & Shaw, Krishnendu, 2021. "An extension of technology acceptance model for mHealth user adoption," Technology in Society, Elsevier, vol. 67(C).
    9. Kerstin Pezoldt & Jana Schliewe, 2012. "Akzeptanz von Self-Service-Technologien: State of the Art," Schmalenbach Journal of Business Research, Springer, vol. 64(2), pages 205-253, March.
    10. Maroufkhani, Parisa & Asadi, Shahla & Ghobakhloo, Morteza & Jannesari, Milad T. & Ismail, Wan Khairuzaman Wan, 2022. "How do interactive voice assistants build brands' loyalty?," Technological Forecasting and Social Change, Elsevier, vol. 183(C).
    11. Patrick Holzmann & Erich J. Schwarz & David B. Audretsch, 2020. "Understanding the determinants of novel technology adoption among teachers: the case of 3D printing," The Journal of Technology Transfer, Springer, vol. 45(1), pages 259-275, February.
    12. Dhiman, Neeraj & Jamwal, Mohit & Kumar, Ajay, 2023. "Enhancing value in customer journey by considering the (ad)option of artificial intelligence tools," Journal of Business Research, Elsevier, vol. 167(C).
    13. Jun Hwan Kim & Woon-Kyung Song & Hyun Cheol Lee, 2023. "Exploring the Determinants of Travelers’ Intention to Use the Airport Biometric System: A Korean Case Study," Sustainability, MDPI, vol. 15(19), pages 1-21, September.
    14. Hohenberger, Christoph & Spörrle, Matthias & Welpe, Isabell M., 2017. "Not fearless, but self-enhanced: The effects of anxiety on the willingness to use autonomous cars depend on individual levels of self-enhancement," Technological Forecasting and Social Change, Elsevier, vol. 116(C), pages 40-52.
    15. Uzir, Md Uzir Hossain & Al Halbusi, Hussam & Lim, Rodney & Jerin, Ishraq & Abdul Hamid, Abu Bakar & Ramayah, Thurasamy & Haque, Ahasanul, 2021. "Applied Artificial Intelligence and user satisfaction: Smartwatch usage for healthcare in Bangladesh during COVID-19," Technology in Society, Elsevier, vol. 67(C).
    16. Halpern, Nigel & Mwesiumo, Deodat & Budd, Thomas & Suau-Sanchez, Pere & Bråthen, Svein, 2021. "Segmentation of passenger preferences for using digital technologies at airports in Norway," Journal of Air Transport Management, Elsevier, vol. 91(C).
    17. Chan, Elisa K. & Wan, Lisa C. & Yi, Xiao (Shannon), 2022. "Smart technology vs. embarrassed human: The inhibiting effect of anticipated technology embarrassment," Annals of Tourism Research, Elsevier, vol. 97(C).
    18. Adapa, Sujana & Fazal-e-Hasan, Syed Muhammad & Makam, Sathyaprakash Balaji & Azeem, Muhammad Masood & Mortimer, Gary, 2020. "Examining the antecedents and consequences of perceived shopping value through smart retail technology," Journal of Retailing and Consumer Services, Elsevier, vol. 52(C).
    19. Antwi, Collins Opoku & Fan, Chong-jun & Nataliia, Ihnatushchenko & Aboagye, Michael Osei & Xu, Hangyu & Azamela, John Coffie, 2020. "Do airport staff helpfulness and communication generate behavioral loyalty in transfer passengers? A conditional mediation analysis," Journal of Retailing and Consumer Services, Elsevier, vol. 54(C).
    20. Oliveira, Guilherme Gouvea de & Lizarelli, Fabiane Letícia & Teixeira, Jorge Grenha & Mendes, Glauco Henrique de Sousa, 2023. "Curb your enthusiasm: Examining the customer experience with Alexa and its marketing outcomes," Journal of Retailing and Consumer Services, Elsevier, vol. 71(C).

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:gam:jsusta:v:16:y:2024:i:20:p:8958-:d:1499961. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.