THE DEVELOPMENT OF E-BOARDING PASS TECHNOLOGY AND ITS IMPACT ON PASSENGER EXPERIENCE
Article Sidebar
Main Article Content
Abstract
This research article aims to: (1) examine the factors influencing passengers’ acceptance and use of e-boarding passes, (2) analyze the impact of e-boarding passes on the passenger experience in terms of convenience, speed, and satisfaction, and (3) assess the advantages and limitations of using e-boarding passes compared to paper boarding passes. This is a quantitative research study. Data were collected from 400 passengers traveling through Suvarnabhumi International Airport and Don Mueang Airport using a questionnaire as the research instrument. The data were analyzed using descriptive statistics (mean and standard deviation) and inferential statistics, including multiple regression analysis and ANOVA.
The research findings revealed that 1) Key factors significantly affecting the acceptance and use of e-boarding passes include ease of use, perceived usefulness, and trust in the system. 2) The use of e-boarding passes positively influences the passenger experience by increasing convenience, speed, and overall satisfaction. 3) The advantages of e-boarding passes include convenience, time efficiency, and reduced resource consumption, while the limitations involve accessibility issues for some passenger groups unfamiliar with technology, as well as occasional system or connectivity problems. The findings of this study can be used to support the development of passenger service systems in the aviation industry, aiming to enhance operational efficiency and provide a better passenger experience in the digital era.
Article Details
References
Amiri, F., & Kuşakcı, S. (2024). A scoping review of artificial intelligence applications in airports. Journal of Airport Management, 18(1), 22–37.
Cochran, W. G. (1963). Sampling techniques (2nd ed.). John Wiley & Sons.
Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13(3), 319–340.
H. L. Liu, L. Y. Hsu, and C. K. Tsai (2018). "Customer Experience and Loyalty in Airline E-boarding Systems". Journal of Service Science and Management, 11(3), 300-313.
I. S. Shih, H. C. Tsai, and C. H. Huang (2020). "The impact of e-ticketing and e-boarding pass on the passenger experience and airline service quality". Journal of Air Transport Management, 89, 101928.
IATA. (2022). Digital transformation in air travel: Trends and challenges. International Air Transport Association.
ICAO. (2021). Cybersecurity and air passenger data protection. International Civil Aviation Organization.
Kotler, P., & Keller, K. L. (2016). Marketing management (15th ed.). Pearson.
Lee, H., & Kim, S. (2023). Passenger acceptance of AI in smart airports: The role of familiarity. Journal of Air Transport Management, 110, 102465.
Lee, J., & Lee, H. (2023). Studying the use of AI-powered chatbots in the tourism industry. Journal of Tourism Research, 15(4), 112–128.
Lu, J., Wei, J., & Lee, S. (2020). The impact of AI technology on passenger satisfaction and decision to revisit: Evidence from airports in China. Journal of Air Transport Management, 89, 101915.
Lu, L., Wang, X., & Chen, Z. (2020). Artificial intelligence in airport services: A case study of passenger satisfaction. Transportation Research Part E: Logistics and Transportation Review, 138, 101956.
Nguyen, P., Tran, D., & Doan, M. (2023). Enhancing user trust in artificial intelligence at airports through training. International Journal of Aviation Technology, 9(2), 75–89.
Nunnally, J. C., & Bernstein, I. H. (1994). Psychometric theory (3rd ed.). McGraw-Hill.
SITA. (2023). Air transport IT insights. SITA Report.
R. K. Sharma and S. Ghosh (2019). "Technology in aviation: Enhancing passenger experience with mobile and electronic boarding pass". International Journal of Aviation, Aeronautics, and Aerospace, 6(2), 1-12.
Venkatesh, V., Morris, M. G., Davis, G. B., & Davis, F. D. (2012). User acceptance of information technology: Toward a unified view. MIS Quarterly, 36(1), 157–178.
Wang, L., Zhang, D., & Yu, L. (2020). AI in airport service: An empirical study on passengers' acceptance and satisfaction in China. Journal of Air Transport Management, 87, 101839.
Zhou, Y., & Wang, L. (2022). Understanding AI adoption in Chinese airports: A passenger perspective. Journal of Smart Technology and Society, 15(1), 33–47.
