PASSENGERS’ PERCEPTION ABOUT E -AIRLINE SERVICES IN CHENNAI CITY – AN EMPIRICAL STUDY

Abstract

The significant embrace of digital technology by airlines might have transformed customer experiences with airline services and influenced passengers’ perceptions compared to previous times. Nonetheless, there is a shortage of research that systematically examines the adoption of new technology in the airline sector from the viewpoint of passenger satisfaction. This research explores travelers' views and contentment regarding the adoption of digital technology by airlines. A survey using an online questionnaire was carried out to investigate the perceptions and satisfaction of Chennai City passengers regarding 11 digital technology services provided by airlines. A total of 100 valid responses were examined using ANOVA tests and stepwise multiple linear regression analysis. The analysis shows that the majority of passengers view airlines’ adoption of new technology favorably. In the ultimately chosen regression model, six technologies provided by the airlines are statistically significant and influence passenger satisfaction. They consist of AI customer service, electronic luggage tags, robotic cleaners, UV light and antimicrobial cabin sanitation, an app-managed in-flight entertainment system, and electronic library. The facial recognition service, digital documentation, and AI Customer service are the least preferred compared to other technologies provided by the airlines. Airlines have a chance to broaden their services to build greater trust among passengers.