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

Sooyoung Choi, Chaeyoung Moon, Keunjae Lee, Xinwei Su, Jinsoo Hwang () and Insin Kim ()
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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

Sustainability, 2024, vol. 16, issue 20, 1-17

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.

Keywords: sustainable smart airport; information services; human-based services; technology-based services; sustainable passenger loyalty; passenger satisfaction; Delphi method; Kano model; airport digitalization (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2024
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