The Effectiveness of Technological Innovations on Customers Satisfaction & their Behavioural Intention at Airports, Case Study: Dubai International Airport
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Date
2018-09
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The British University in Dubai (BUiD)
Abstract
The research study concentrated on understanding the effect of using technological innovations at airports and aims to recognize the relationship between technological innovations, customers’ satisfaction and their behavioural intention toward the airports. The expected results of the research were to enhance the understanding and the readiness of airports management in all over the world to use technological innovations and their impacts on the airports performance in general. On other hand, the research is expected to clarify to airports managers the opportunities to create a stable successful performance and business in this environment.
A case from Dubai International Airport was selected for this research study and a total of 269 questionnaires were gained from the passengers who had the experience of a flight through Dubai International Airport. A total of 15 samples sere defused from the population, and a total of 254 samples were returned and were useful.
Many appropriate statistical methods were used to analyze the data gained, in which they show an objective and valid conclusion.
The findings show that the passengers are more satisfied when services are provided by technological innovations. In addition to the positive behavioural intention of passengers toward the airport generated as a result.
The study comprehensively reviews and identifies the factors perceptual correlates that are unique to the airport growth.
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Keywords
technological innovations, customers satisfaction, behavioural intention, United Arab Emirates (UAE), Dubai International Airport