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<p>Although airports have increasingly adopted technology-based services, automation does not uniformly enhance passenger satisfaction. This study examines where and under what conditions human services should be replaced by or integrated with technology along the airport journey, emphasizing perceived waiting time. A Delphi study identified key airport services, followed by a Kano survey of 320 international passengers to evaluate 23 service attributes using traditional and modified Kano models. The results show that service preferences vary across touchpoints and are shaped by perceived waiting times. These findings highlight the context-specific value of service automation and inform optimized human-technology service design in airports.</p>

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Exploring passenger preferences for technology- and non-technology-based services in the airport journey

  • 期刊论文

  • 发表日期：

    2026年3月9日

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  • Jinsoo Hwang,
  • Sooyoung Choi,
  • Xinwei Su,
  • Keunjae Lee,
  • Insin Kim

摘要

Although airports have increasingly adopted technology-based services, automation does not uniformly enhance passenger satisfaction. This study examines where and under what conditions human services should be replaced by or integrated with technology along the airport journey, emphasizing perceived waiting time. A Delphi study identified key airport services, followed by a Kano survey of 320 international passengers to evaluate 23 service attributes using traditional and modified Kano models. The results show that service preferences vary across touchpoints and are shaped by perceived waiting times. These findings highlight the context-specific value of service automation and inform optimized human-technology service design in airports.