Exploring smart airport technology adoption: an integrated TAM–TPB approach with dual-process perspective

Purpose This study aims to examine passenger acceptance of smart airport technologies by empirically validating an integrated model that combines SERVQUAL, technology acceptance model (TAM) and theory of planned behavior (TPB) within the stimulus-organism-response (SOR) framework and dual-process theory (DPT). This study further explores how passenger satisfaction moderates technology adoption pathways in the context of China’s major smart airports. Design/methodology/approach A survey was conducted with passengers who had experienced smart airport services at four major Chinese airports. The proposed model was validated using structural equation modeling and multigroup analysis based on satisfaction levels. Findings Service quality significantly influences perceived ease of use but not perceived usefulness, underscoring the importance of user-friendly design over functional evaluation. Among the service quality dimensions, only assurance showed significant differences between satisfaction groups, indicating that trust and reliability are critical for technology acceptance in highly satisfied users. Conversely, low-satisfaction users demonstrated little responsiveness to either central or peripheral cues, suggesting possible cognitive disengagement. Practical implications Smart airport technology requires intuitive interfaces prioritizing ease of use for diverse users. In high-satisfaction groups, assurance (trust, security, staff responsiveness) positively impacts technology acceptance, making these factors crucial. Low-satisfaction groups should be encouraged to adopt smart technology through intuitive UI/UX and social cues. Originality/value This study offers a novel theoretical framework by integrating SERVQUAL, TAM and TPB with SOR and DPT frameworks. It contributes to the existing literature by illustrating that the acceptance of smart technology is a multifaceted process influenced by cognitive, emotional and social factors, thereby extending beyond conventional functional evaluations.