Enhancing Passenger Experience in Smart Airports : (A) Human?Technology Interaction perspective

다국어 초록 (Multilingual Abstract)

Smart airports are rapidly transforming global air-transport operations by integrating digital technologies, automation, and intelligent service systems into the passenger journey. As airports expand self-service options and automate key processes, understanding how technology-driven interactions influence passenger experience and satisfaction has become a critical scholarly and managerial priority. This study examines the determinants of passenger satisfaction in smart airports from a human–technology interaction perspective, focusing on three core predictors: Self- Service Technology (SST), Passenger Readiness (REA), and Service Benefits (SB). Personalized Convenience (CON), though initially included, did not meet reliability and validity thresholds and was therefore excluded from the final empirical model. A cross-sectional survey of 100 international passengers and airport staff was analyzed using exploratory factor analysis and multiple regression. Findings indicate that Passenger Readiness is the strongest predictor of satisfaction, underscoring the importance of psychological and technological preparedness in digital environments (Parasuraman, 2000; Venkateswaran, 2020). Self-Service Technology also significantly enhances satisfaction through perceived ease of use, usefulness, and interaction quality (Kim & Park, 2019; Choi & Park, 2014). Service Benefits, including convenience, efficiency, and perceived value, demonstrate a moderate but meaningful contribution to satisfaction (Sharma, 2024; Rajapaksha & Jayasuriya, 2020). Grounded in Human–Computer Interaction (HCI) theory, the study highlights that meaningful passenger experience in smart airports emerges not from technology alone but from the quality of human–technology cooperation embedded in airport systems. These insights extend current smart- airport literature by offering an empirically validated model that positions user readiness and interface quality as central to enhancing digital passenger experience. The study also provides strategic recommendations for airport authorities and technology designers and identifies directions for future research in AI-driven personalization, trust, and digital privacy.

KEYWORDS: Smart airports, self-service technologies, smart parking, technology readiness, perceived benefits, and passenger satisfaction.

목차 (Table of Contents)

• CHAPTER 1: INTRODUCTION 1
• CHAPTER 2: LITERATURE REVIEW . 6
• 2.1 TECHNOLOGY-BASED SELF-SERVICES 6
• 2.2 INTERNET OF THINGS FOR SMART AIRPORT 8
• CHAPTER 3: THEORETICAL FRAMEWORK . 12
• 3.1 HUMAN-COMPUTER INTERACTION (HCI) MODEL . 12
• 3.2 PASSENGER EXPERIENCE 15
• CHAPTER 4: RESEARCH HYPOTHESES (A) 18
• 4.1 HYPOTHESIS 1: . 19
• 4.2 HYPOTHESIS 2: . 20
• 4.3 HYPOTHESIS 3: . 21
• 4.4 HYPOTHESIS 4: . 22
• 4.5 RESEARCH MODEL 23
• CHAPTER 5: RESEARCH DESIGN AND METHODOLOGY 24
• 5.1 VARIABLE OPERATIONAL DEFINITIONS 26
• 5.2 DATA COLLECTION 28
• 5.3.1 Exploratory Factor Analysis (EFA) 36
• 5.3.2 Reliability Tests (Cronbach’s α) 38
• 5.3.3 Multiple Regression Analysis 39
• CHAPTER 6: RESULTS AND DISCUSSION . 40
• 6.1 FACTOR ANALYSIS . 40
• 6.1.1 CORRELATION MATRIX 40
• 6.1.2 KMO AND BARTLETT’S TEST 42
• 6.1.3 COMMUNALITIES 43
• 6.1.4 TOTAL VARIANCE 45
• 6.1.5 SCREE PLOT 47
• 6.2 REGRESSION ANALYSIS 51
• 6.2.1 DESCRIPTIVE STATISTICS 51
• 6.2.2 CORRELATIONS 52
• 6.2.3 MODEL SUMMARY 53
• 6.2.4 ANOVA 54
• 6.2.5 COEFFICIENTS 55
• CHAPTER 7: CONCLUSION 57
• 7.1 RECOMMENDATIONS . 58
• 7.2 LIMITATIONS OF THE STUDY 59
• 7.3 ETHICAL CONSIDERATIONS 60
• REFERENCES 61
• APPENDICES 65