PROBLEMS ENCOUNTERED BY AIR TRAVELERS IN THE UTILIZATION OF TOUCHLESS TECHNOLOGY SERVICES AT AIRPORTS IN SOUTH INDIA
The airline industry plays a noteworthy role in the development of the financial system and also facilitates tourism and development. Nowadays, the world has turned into a global countryside. It has increased the number of passengers traveling to and from the country, via air and created a way for business networks without much of a hassle. At present, in the post-COVID-19 crisis, airlines’ major adoption of digital technology may have changed how customers experience the services, it may affect passengers’ perceptions compared to the past and may create many inconveniences for the passengers to understanding and using the modern touchless technologies. However, there is a lack of studies systematically examining the adoption of new technology in the airline industry from a passenger satisfaction-centric perspective. This study investigates passengers’ satisfaction and problems faced by passengers with digital technology adoption by airlines after the COVID-19 pandemic. An online interview schedule was developed and a survey was conducted with 700 respondents to examine passengers’ perceptions and problems with digital technology-based services offered by airlines. Finally, 680 valid responses were analyzed using ANOVA tests and stepwise multiple linear regression analysis. The analysis indicates that most passengers have a positive attitude towards airlines’ new technology adoption. In the final selected regression model, many of the adopted technologies have fewer problems and have impacted passenger satisfaction significantly. The facial recognition service and digital documentation are the highly favorable technologies offered by the airlines.
Touchless Service, Customer Satisfaction, Customer Problems, Airline Industry, Airline Transport Passenger