Abstract
Increasingly services to airline passengers have evolved into the digital and technological realms. This study examined the extent to which South African own-registered airlines (SAORA) utilize emerging information technologies in delivering service quality to air passengers. The acronym “SAORA” refers to Six South African own-registered airlines which was focus of this study. The research methodology adopted for this study was a descriptive approach focused on cross-sectional analysis. Using a quantitative research method and non-probability convenient sampling technique, primary data was collected from 684 passengers at O.R. Tambo International Airport in Johannesburg and King Shaka International Airport in Durban. The study revealed that by utilizing emerging technologies, SAORA stand to offer superior service quality to air passengers, thereby gaining competitive advantage, continuous patronage, loyalty and increased profitability.
Highlights
This study examines Information and Communication Technologies (ICT) in the delivery of service quality in South African own-registered airlines (SAORA)
Emerging information technology systems, Radio Frequency Identification (RFID) systems, customer relationship management (CRM) systems, self-service systems, the Internet, and mobile technologies devices, should compel airline companies to review their service delivery efforts
In order to be on top of their game, SAORA should consider enhancing and integrating some of these technologies into their existing systems
Summary
This study examines Information and Communication Technologies (ICT) in the delivery of service quality in South African own-registered airlines (SAORA). The subject matter of the study was considered from three perspectives: the extent to which emerging technologies improve service quality to airline passengers of South African own-registered airlines (SAORA); the gaps in the usage of emerging technologies in serving passengers of South African own-registered airlines (SAORA);establishing whether a significant relationship exists between passengers’ service quality and the use of emerging technologies (ICT/CRM) in delivering efficient services to passengers of South African ownregistered airlines (SAORA).In conducting this study extensive literature was reviewed from both primary and secondary sources This has enabled the study to unearth creative ideas and technological innovations from literature. H3: A moderate negative significant relationship exists between passengers’ service quality and the use of emerging technologies in delivering services to SAORA's passengers
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