Evaluation of digital solutions for passenger attitudes towards health measures at Dalaman airport during COVID-19 period

Abstract

During the COVID-19 pandemic, the Ministry of Transport and Infrastructure and airline companies implemented various measures to prevent the spread of the virus and reduce the risk of transmission. Among the various measures implemented, those utilizing digital technologies to minimize contact between passengers at airport terminals and ground services personnel have been particularly noteworthy. Self-service technologies not only enhance time and space efficiency but also minimize interpersonal contact. This research aims to evaluate the positive impact of COVID-19 measures implemented at Dalaman Airport on passenger satisfaction and to examine the role of digital technologies in this effect. To this end, face-to-face surveys were conducted with at least 415 passengers at Dalaman Airport between October and November 2023. The data obtained were analyzed using the SPSS program to determine the effects of COVID-19 measures and digital technologies on passenger satisfaction. The research factor analysis, reliability analysis, correlation, and regression analyses to examine the relationships between satisfaction, digitization, and measures reducing discomfort, revealing significantly positive relationships. As a result, this research recommends airport management to realign technology investments and customer service policies centered on passenger satisfaction. Digitalisation efforts can facilitate passengers to better adapt to new norms and provide a safer and more comfortable travel experience. The research also highlights that future studies with generalized findings across a wider range of airports and passenger demographics will develop a more comprehensive understanding of how digital technologies can be used more effectively in the aviation sector.