How Airport Technology Enhances Tourist Experiences And Influences Word-Of-Mouth: A Study Of Tan Son Nhat International Airport

Abstract

This study examines how airport technologies, specifically smart tourism tools, enhance tourist experiences and influence their intentions to engage in word-of-mouth (WOM) communication. Focusing on Tan Son Nhat International Airport, we surveyed 423 travelers who used integrated smart tools during their journey. Our findings show that airport technologies significantly improve traveler satisfaction and increase the likelihood of positive WOM. These technologies help airports transform from mere transit points into attractions, offering a competitive advantage and supporting the sustainable growth of the aviation sector. Despite slower adoption in developing countries like Vietnam, our research highlights the importance of modern technological solutions in improving customer experiences. Using the stimulus-organism-response (S-O-R) framework, we show that self-service and support technologies at Tan Son Nhat Airport boost traveler confidence and enjoyment, encouraging positive WOM