Does technology acceptance of airport self-service engender passenger satisfaction with airport self-service? Mediation effect

Youssef Sultan Abuoalwafa, Gamal Abd El-Nasser A. Said, Virginia Vienna Fabiani, Ahmed Eid

Abstract


Purpose: Based on the Theory of Acceptance and Use of Technology (UTAUT), this research aims to investigate which Performance Expectancy (PE) and Effort Expectancy (EE) affect Passenger Satisfaction indirectly through the mediating role of Propensity to Cross-Cultural Adaptation (PCCA).

Design/ methodology/ approach: The current study empirically examines this model using questionnaires administered to international passengers at Borg El Arab International Airport, as a strategic aviation hub in the Middle East and North Africa (MENA) region, known for its culturally diverse passenger base, by using covariance-based structural equation modeling (CB-SEM).

Findings: The findings reveal that passengers are more satisfied with smart airport technologies when these systems are easy to understand and operate. However, expecting the technology to improve performance alone does not seem to affect satisfaction directly. The analysis also shows that the capacity to adapt to different cultural settings (PCCA) plays a key mediating role between both expectations and satisfaction. This means that cultural flexibility helps passengers turn their perceptions of usefulness and ease of use into actual satisfaction.

Research implications/ limitations: This research extends the Unified UTAUT by introducing a structural framework in travel environments that brings together people from different cultural backgrounds. The degree to which passengers accept and are satisfied with these technologies may depend on their personal views of the technology itself, as well as their ability to adapt across cultures.

Practical implications/ limitations: In practice, managers and system developers should not only focus on how effective or easy a system is but also consider cultural inclusiveness to raise satisfaction and promote more sustainable behavior among travelers.

Originality: By introducing this psychological model, the study expands existing models of technology acceptance within aviation. It provides new insight from airports in emerging economies.

 

Received 05 December 2025

Accepted 08 January 2026

Published 19 May 2026


Keywords


Smart airports; performance expectancy; effort expectancy; cross-cultural adaptation; passenger satisfaction; covariance-based structural equation modeling; Alexandria Airport; Technology acceptance.

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References


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DOI: https://dx.doi.org/10.21622/IBL.2026.06.1.1848

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Copyright (c) 2026 Youssef Sultan Abuoalwafa, Gamal Abd El-Nasser A. Said, Virginia Vienna Fabiani, Ahmed Eid

International Business Logistics

E-ISSN: 2735-5969

P-ISSN: 2735-5950

 

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Arab Academy for Science, Technology and Maritime Transport (AASTMT)

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