Assessing the Impact of Technostress on EgyptAir Passenger Satisfaction

The airline industry's growing reliance on digital technologies makes it vital to assess their impact on passenger experience. EgyptAir's digital services-like mobile apps and kiosks-offer convenience but may also cause psychological strain. Recognizing and managing technostress is essential to maintaining customer satisfaction. This research aims to assess the impact of technostress on passenger satisfaction with EgyptAir. To achieve that, this research used the descriptive analytical approach. The research adopts a quantitative approach through a structured questionnaire distributed to a sample of 385 passengers. The findings indicate that passengers experienced varying levels of technostress, particularly in the areas of digital overload, complexity, and privacy concerns. These pressures appeared to affect passengers' ability to navigate the digital journey with ease. At the same time, passengers expressed generally positive attitudes toward EgyptAir's support systems, particularly among younger individuals and those with higher digital proficiency. Age, educational level, and prior experience with digital tools were found to influence the degree of technostress and satisfaction reported. Based on the study findings, key recommendations include developing national guidelines for digital passenger experience and launching public digital literacy campaigns through the Ministry of Civil Aviation. EgyptAir is advised to simplify its digital interfaces, adopt a hybrid service model, and enhance transparency regarding data use. Strengthening technical support and providing multimedia guidance are essential to ease passengers' interaction with digital tools. Finally, integrating technostress indicators into feedback systems will help monitor and improve digital service effectiveness.