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

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.