The impact of traveler-focused airport technology on traveler satisfaction

Abstract

With the increase in the volume and complexity of air travel, the air transportation industry is undergoing a period of rapid evolution. Airports, as key players in the industry, are increasingly rebranding themselves as destinations, instead of just thoroughfares. In the post-9/11 world, travelers tend to spend more time in airports due to changes in security protocols. Therefore, airport service providers are increasingly trying to improve travelers' experiences. Since a wide range of technologies could be used to do so, the current study develops an instrument that captures travelers' perceptions of airport technologies and tests a theoretical model that examines the relationship among different types of airport technologies and travelers' confidence, enjoyment, and satisfaction. We conducted two separate studies with a total sample size of 353 participants. The findings suggest a positive relationship between airport self-service technologies and travelers' confidence benefits and enjoyment — which results in positive effects on overall traveler satisfaction.