Since 2022, many countries worldwide have begun lifting border restrictions. However, airports and airlines have faced significant challenges in addressing the surge in pent-up travel demand due to a shortage of manpower. As a result, passengers have encountered long queues at check-in counters, overcrowded spaces, inconvenient navigation, and delayed services at airports. Airport management authorities are under pressure to address these issues promptly and improve their facilities and services. Therefore, advancing the development of intelligent, green, and energy-efficient airports has become an urgent priority.
This study focuses on Taipei Songshan International Airport, examining how the airport utilized the period of reduced travel during the pandemic to expedite land- and airside renovation projects and update hardware and software facilities that were previously constrained by flight and passenger volumes. The goal is to enhance the quality and safety of flight services for both aircraft and passengers after the pandemic.
The research emphasizes exploring passengers’ perceptions of how Songshan International Airport applies information technology for service innovation and examines whether service quality has improved after transitioning to a smart airport. The aim is to understand the relationship between passengers’ awareness of smart airport services and their perceived satisfaction, ultimately achieving the service standards of an international business airport.
