Fulfilling Customer Contentment: The Impact of Passenger’s Preferences and Characteristics on the Use of Chatbots for Booking and Inquiries

This study examines factors influencing passenger satisfaction with AI chatbots for airline bookings and inquiries at Ninoy Aquino International Airport (NAIA). It focuses on passenger preferences, chatbot adaptability, data privacy, and the effectiveness of AI chatbots in building trust and satisfaction. The research also explores strategies to enhance chatbot performance while addressing concerns about privacy and emotional intelligence. Data were gathered from 53 passengers at NAIA and four informants: an airline pilot, a cybersecurity expert, and two IT specialists. Using a mixed-method approach, the study combined quantitative techniques such as surveys and descriptive analysis with qualitative methods like thematic analysis of interviews. Key themes included ease of use, privacy concerns, and customer support. Results showed that while AI chatbots improved convenience and efficiency, passengers raised concerns about data privacy and the lack of emotional intelligence, which affected trust and satisfaction. Despite these issues, passengers preferred user-friendly, adaptable, and personalized chatbot features. Demographic factors showed no significant influence on preferences, adaptability, privacy concerns, or chatbot effectiveness. The study concludes that addressing privacy concerns with strong legal frameworks, adding multilingual options, and making chatbots more human-like are essential to improving passenger satisfaction. Recommendations include enhancing chatbot personalization, strengthening data security, and maintaining human oversight to ensure a balanced and effective customer service system