Digitalisation and Service Quality at Domestic Airports in a Developing Economy: Evidence from Namibia

Abstract

This study examines how airport digitalisation contributes to service quality and passenger satisfaction at domestic airports in Namibia. Although digital technologies are increasingly used to improve passenger processing, information access and airport coordination, existing airport service quality research remains strongly centred on large international airports and conventional service quality models. This creates a gap in understanding how digitalisation becomes service value in smaller and resource constrained domestic airport settings. Drawing on service quality theory, the Technology Acceptance Model, the Unified Theory of Acceptance and Use of Technology and Expectation Confirmation Theory, the study develops and tests a Domestic Airport Digital Service Quality Model. The model proposes that airport digitalisation improves operational efficiency, operational efficiency improves domestic airport service quality, and domestic airport service quality improves passenger satisfaction. A quantitative explanatory design was adopted and data were analysed using partial least squares structural equation modelling. The measurement model showed strong indicator loadings, internal consistency, convergent validity and discriminant validity. The structural model showed significant positive relationships among airport digitalisation, operational efficiency, and domestic airport service quality and passenger satisfaction. The mediation results further confirmed that airport digitalisation influences passenger satisfaction through a sequential service delivery chain. The study contributes to knowledge on airport service quality by shifting the airport service quality debate from generic service quality and large airport settings toward a context specific digital service quality model for domestic airports in developing economies. The findings offer practical guidance for airport authorities seeking to make digital transformation meaningful for passengers through reliable operations, responsive services and human supported digital systems.