Industry 4.0 elements in enhancing future customer expectations in KLIA

Prashanth Beleya

Abstract

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

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