Industry 4.0 technologies revolutionizing the civil aviation sector: Passenger perspective on modern digitalization (e-services / self-services) implementation

Industry 4.0 technologies have optimized efficiency and effectiveness through the manufacture of sophisticated products and services, which result in enhancement of operations, improvement in safety, time, and cost-saving, and have revolutionized operations in almost all industries and have tremendously transformed the aviation sector. These technologies include but are not limited to artificial intelligence AI, the Internet of Things IoT, big data Analytics, modern robotics, blockchain technologies, etc., which are used as a foundation in the development of e-services that are usually self-serviced through the help of devices or software implemented by airlines or at airports. This study aims to investigate the passenger travel experience with the implementation of e-services before, during, and after trips, from ticket bookings, self check-in kiosks, e-gate, digital in-flight services, and baggage tracking after flight. Also, to understand which modern technologies air travel passengers are familiar with or used and to understand factors that influence acceptance of these e-services. A research model was developed based on the extended Unified Theory of Acceptance and Use of Technology (UTAUT2) and modified to suit the objectives of this study. The study objectives were achieved through a survey, a self-administered online questionnaire from 253 air passengers was obtained, and data was analyzed using SPSS 25 software. The results indicate "performance expectancy, price value, hedonic, motivations, perceived benefits and habit" to have a positive significant influence on behavioral intention, while "social influence, facilitating conditions, effort expectancy and perceived challenges" proposed hypotheses were not supported. The results of the study give insights into how different demographics perceive such implementations. This will provide policymakers ideas on how to better manage and enhance e-services.