Airline Chatbots as Communication Tool Towards Consumer Satisfaction on Pre-Flight Assistance Services

Tourism is a catalyst for facilitating a change in the aviation industry, particularly the development of new business models like commercial airlines which known to be the key global leader in aviation which provides different services and evolves as they adapt into the ever-changing needs of society.Thus, this study intended to determine effects of airline chatbots as communication tool towards consumer satisfaction on pre-flight assistance services.The researchers utilized descriptive method of research design to complete this study.Using the adapted-modified and researchers' made instrument, the researchers surveyed 350 respondents who resides at CALABARZON, a frequent flier of at least one of the major airlines in the Philippines and have experienced using airline chatbot on pre-flight assistance services of at least one of the major airlines in the Philippines.It was then revealed that airline chatbots as a communication tool affects travelers' satisfaction on pre-flight assistance services.Moreover, regarding the result on spearman rho, this study implies that there is a strong direct relationship between airline chatbots used as a communication tool and the consumer satisfaction on the pre-flight assistance services.Therefore, using airline chatbots as a communication tool with its features to automate, personalized, to understand, to feel emotions and to make decisions contributes to the satisfactory of travelers on accessing different necessary information as for their pre-flight background researching.