Technology-Enhanced Airport Services—Attractiveness from the Travelers’ Perspective

Abstract

The rapid emergence of automation brings new opportunities for airport development.Airports strive to maximize passenger satisfaction as well as optimize their operation. However,the lack of knowledge of consumer preferences might be an important barrier to achieve theseobjectives. Therefore, our study aims to unveil the potential of service development alternatives basedon artificial intelligence (AI). For this, a systematic literature review (SLR) and a quantitative analysisof a survey have been conducted. The results of the empirical research are based on 593 responses;most of the subjects belong to generation Z (digital natives) and Y (millennials). The analysis revealedattitudes towards different AI-based transport solutions and AI robots that provide information atthe airports. Based on the perceived attractiveness of such services, the environmentally consciousbehaviour of consumers, and sociodemographic data, subjects were classified into three differentclusters (Negligents, AV Enthusiasts, and Robot Fanatics). Results proved the attractiveness ofAI-based transport services that can be used in the air-side zone. Among the millennials, the ideaof self-driving buses running between airport terminals is the most appealing. Greater interest inAI-based communication solutions can be perceived among generation Z. For both generations,environmentally conscious consumption is also of paramount importance. The attractiveness ofAI-based solutions has been analyzed in a tourist environment, which might be a good starting pointfor further research into the technology acceptance of AI-based services.