UPSI Digital Repository (UDRep)
|
UPSI Digital Repository (UDRep)
|
|
|
|
||||||||||||||||||||||||||||
| Abstract : Perpustakaan Tuanku Bainun |
| The rise of new digital technologies is driving the change of various industries around the world. Henceforth, the fourth industrial revolution has opened a new era to the aviation industry through higher levels of automation and digitalization implementations. The digital transformation of airports is expected to bring seamless experiences to passengers through the implementation of industry 4.0 pillars. Customer expectations have elevated as the aviation industry in Malaysia transforms into Airport 4.0 for the future. The objective of this study was to evaluate the nine industry 4.0 elements in enhancing the customer expectations in Kuala Lumpur International Airport by focusing on the diffusion of innovation theory. Additionally, the study was conducted among the millennials to further enhance the significance between Airport 4.0 and its cohesion to this group. Quantitative research using simple random sampling technique was conducted by distributing questionnaires using the online platform. Results obtained from 204 respondents indicated significant relationships between the nine elements of industry 4.0 and expected enhancement toward customer expectations in Kuala Lumpur International Airport. Henceforth, airport management should further focus and divert resources toward enhancing the experience of industry 4.0 elements in consideration of customer needs and wants. This would create a heightened customer experience and at the same time elevate the competitiveness of the airport.
Keywords: Aviation industry; Customer expectations; Millennials; Diffusion of innovation |
| References |
Alodhaibi, S., Burdett, R.L., & Yarlagadda, P.K. (2019). A model to simulate passenger flow congestion in airport environment. International Journal of Engineering & Technology, 7(4), 6943-6946.
Cheng, B.L., Gan, C.C., Imrie, B.C., & Mansori, S. (2019), "Service recovery, customer satisfaction and customer loyalty: Evidence from Malaysia’s hotel industry", International Journal of Quality and Service Sciences, 11(2), 187-203. https://doi.org/10.1108/IJQSS-09-2017-0081
Chow, C. K. W. (2014). Customer satisfaction and service quality in the Chinese airline industry. Journal of Air Transport Management, 47, 39-47.
Dou, X. (2020). Big data and smart aviation information management system. Cogent Business & Management, 7, 1- 14.
Erboz, G. (2017). How to define industry 4.0: Main pillars of industry 4.0. In: 7th International conference on management (ICoM2017). Nitra. https://www.researchgate.net/publication/326557388_How_todefine_ industry_4.0_main_pillars
Gulbahar, Y. (2017). A theoretical investigation on innovative work behaviours and fear of failure. International Journal Entrepreneurship and Management Inquiries, 1(1), 40-59.
Jamkatelsh, B. P. (2018). An analysis of the customer satisfaction from service quality of Himalaya airlines. International Journal of Social Sciences and Management, 5(2), 69–71. https://doi.org/10.3126/ijssm.v5i2.19641
Lim, Y.S., Omar, A., & Thurasamy, R. (2015). Online purchase: A study of generation Y in Malaysia. International Journal of Business and Management, 10(6), 1-7.
Lukes, M., & Ute, S. (2017). Measuring employee innovation: A review of existing scales and the development of the innovative behavior and innovation support inventories across cultures. International Journal of Entrepreneurial Behavior & Research, 23 (1), 136-158.
Mahmoud, M.S., & Xia, Y. (2019). Networked control systems, Chapter 3 - Cloud computing, 91-125. https://doi.org/10.1016/B978-0-12-816119-7.00011-3
Marks, A., Rietsema, K., & Maytha, A.A. (2015). Airport information systems: Landside management information systems. Intelligent Information Management, 7(3), 130-138.
Nwaogbe, O.R., Wokili, H., Victor, O., & Benjamin, A. (2013). An analysis of the impact of air transport sector to economic development in Nigeria. Journal of Business and Management, 14(5), 41-48.
Rajapaksha, A., & Jayasuriya, N. (2020). Smart airport: A review on future of the airport operation. Global Journal of Management and Business Research, 20(3), 24-34.
Sundareswaran, V. (2018). Study of cyber security in data breaching. International Journal of Advance Engineering and Research Development, 5(3), 1513-1516.
Tran, P. H., Dang, M. T., Nguyen, T. H., & Huynh, K.Q. (2016). Factors affecting the service quality standards at the international airport when Vietnam integrates TPP: A study at Tan Son Nhat Airport, Ho Chi Minh city, Vietnam. British Journal of Marketing Studies, 4(1), 43-52.
Vagdevi, P., & Guruprasad, H.S. (2015). A Study on cloud computing in aviation and aerospace. International Journal of computer science & Engineering Technology, 6(3), 94-98.
Yaru L, Liu X, & Jing, M. (2018). Study on the quality of service in rural homestay - taking Shanli Lohas as an Example. Journal of Tourism Hospitality, 7(4), 1-6.
Yau, H.K., & Tang, H.Y.H. (2018) Analyzing customer satisfaction in self-service technology adopted in airports. Journal of Marketing Analytics, 6(1), 6–18. https://doi.org/10.1057/s41270-017-0026-2
Yenida, Saad Z.I., & Chandra A.R. (2018) Satisfaction study of Padang Air Manis beach visitors using importance performance analysis. Journal of Tourism Hospitality, 7(5), 1-3.
|
| This material may be protected under Copyright Act which governs the making of photocopies or reproductions of copyrighted materials. You may use the digitized material for private study, scholarship, or research. |