Assessing the role of technology on customer satisfaction: A comprehensive study on Hazrat Shahjalal International Airport

Self-service kiosks, self-service baggage drop systems, and smart luggage monitoring technologies improve passenger experiences by reducing check-in and baggage handling times, enhancing on-time performance, and lowering lost luggage incidences. This research investigates the impact of such technologies on customer satisfaction at Hazrat Shahjalal International Airport. Using the Technology Acceptance Model(TAM), the study analyzes passengers' acceptance and intention to use these technologies through questionnaire surveys at Hazrat Shahjalal International Airport. The findings reveal a significant positive relationship between technology literacy, trust, perceived ease of use, and perceived usefulness, leading to increased satisfaction. Demographic factors such as gender, age, frequency of airport use, and purpose of the trip were found to have no significant impact on attitudes or intentions towards using the technologies. Despite limitations like small sample size and data collection challenges, the study shows that implementing these technologies can significantly enhance customer satisfaction. Practical recommendations for the airport include installing self-service kiosks and baggage drop systems, deploying smart luggage monitoring, boosting technological literacy, and establishing continuous feedback mechanisms. These advancements can improve passenger experiences, address operational challenges, and support future growth, thereby contributing to the airport's role in fostering economic and social development in Bangladesh.