IoT and AI driven sustainable practices in airlines as enabler of passenger confidence, satisfaction and positive WOM : AI and IoT driven sustainable practice in airline

摘要

Covid-19 has changed way of living. Airline operations were completely stopped and almost all airlines have grounded their fleets. After opening of aviation sector also, passengers are afraid of pandemic and avoid travelling. However, Modern, and innovative technologies have capability to disrupt operations and service offerings of airline industry also, like any other industry. This literature review-based study analyzes the impact of modern technology adoption by airlines for enhancing the safety features for passengers in post-covid-19 and its impact on passenger confidence, satisfaction and positive WOM (Word of Mouth). The literature-based study proposes that by adopting internet of things and artificial intelligence driven sustainable practices airlines can enhance passenger’s confidence while travelling. The study also proposes that AI and IoT enabled systems has capability to turn old traditional processes at the airport and in flight to modern service capabilities which enhances passengers’ trust as well as satisfaction as passenger received services of better quality. Although the study is based on previous research, it gives proposition and opens a door of opportunities for the future research. In future, the propositions can be converted into testable hypotheses and findings can be empirically validated using robust methodology.