A case study on digital transformation in the air transformation industry

Digitalization and technological advancements have been impacting every sector in today's world. As one of the industries where digital transformation and technology are most dominant, the air transportation industry carries different implications for both employees and passengers. For aviation sector businesses, factors such as operational efficiency, agility, and safety come to the forefront, while for passengers, data security and providing a comfortable and enjoyable travel experience become significant. This research aims to explore the effects of digital transformation in the air transportation industry from the perspectives of employees and passengers. To comprehensively analyze the effects of digital transformation in the air transportation industry from the viewpoints of employees and passengers, a qualitative research design based on a case study approach was conducted. The data obtained in the study were subjected to content analysis. The findings revealed the changes and expectations arising from the digital transformation in operational processes and customer interaction functions in the air transportation industry from the perspectives of employees and passengers. In this context, it was observed that the digital transformation in operational processes and customer interaction functions in the air transportation industry primarily focuses on flight and aircraft operations, operational communication, flight tracking and updates, online reservations and check-in, and in-flight entertainment systems. Moreover, it was determined that employees expect operational efficiency, agility, safety, and cost savings from the digital transformation in operational processes. As for passengers, their expectations revolve around easy accessibility and data security concerning customer interaction functions. This study, aiming to reveal the effects of digital transformation in the air transportation sector from the perspectives of employees and passengers using Industry 4.0 technologies, is expected to contribute to the relevant literature by providing practical findings and serving as a basis for future research.