An Empirical Study Passenger Awareness and Adoption of Digital Technologies at Cochin International Airport

Abstract

The aviation industry is increasingly integrating digital technologies such as self-service kiosks, mobile check-ins, biometric authentication, and AI-assisted services to enhance passenger experience. This study investigates passenger awareness and adoption of digital technologies at Cochin International Airport (CIAL). Using a survey of 180 passengers, the study assesses awareness levels, perceived ease of use, utility, trust, and behavioural intention to adopt digital services. Data were analysed using descriptive statistics, ANOVA, regression analysis, and Structural Equation Modeling (SEM). Results reveal moderate awareness among passengers, with adoption positively influenced by perceived ease of use and trust. The study provides actionable insights for airport management to improve digital adoption and passenger satisfaction.