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Evaluating transport service quality metrics in tourism: a technological innovation-driven approach
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DOI：10.3389/ffutr.2026.1797151.png)
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Abstract
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The study examines the impact of technological innovation on enhancing transport service quality in the tourism sector. Transport is a crucial element of tourism infrastructure, and its efficiency and reliability directly influence tourist satisfaction and destination competitiveness. The study highlights how digital transformation-especially via artificial intelligence (AI), Internet of Things (IoT), blockchain, and sustainable mobility technologies-has redefined operational standards, traveler expectations, and managerial decision-making in transportation companies. The empirical segment of the study examines 15 transportation firms in the Bukhara region of Uzbekistan from 2018 to 2024, evaluating the extent of innovation adoption and its correlation with visitor mobility, safety, and satisfaction. The study employs quantitative indicators and a conceptual innovation model to identify the technological, organizational, and behavioral aspects influencing the adoption of smart transport solutions. The findings indicate a robust association between innovation intensity and service quality parameters, including punctuality, safety, environmental performance, and user convenience. Organizations that implement sophisticated digital systems-such as automated ticketing, route optimization, real-time tracking, and electric transportation-attain enhanced customer satisfaction and operational efficiency. The report asserts that innovation-driven transformation of transportation services is essential for sustainable tourism development, especially in heritage places such as Bukhara. It enhances the theoretical comprehension of service quality management in tourism and provides pragmatic recommendations for policymakers and businesses aiming to incorporate smart technologies into transportation operations.
Keywords:
conceptual model
digital platforms
digital transformation
innovative technologies
service quality
tourism analysis
tourism industry
transport companies
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19
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194
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