Digital Leadership as a Socio-Technical Buffer in the Smart Airport Transformation of International Airports Sultan Hasanuddin

Abstract

Digital transformation at airports is generally judged through the efficiency of
technology that is face-to-face with passengers. However, terminal operations remain a sociotechnical system, that is, a system whose service success is determined by staff capabilities,
managerial support, and psychological workload. This study analyzes the influence of digital
leadership on technostress and staff performance, as well as examines the influence of
technology acceptance by passengers and staff performance in shaping the quality of service
at Sultan Hasanuddin International Airport, Indonesia. This study uses an explanatory
quantitative design with a cross-sectional approach through a survey of 50 technical and
operational staff and 250 passengers using digital services such as self-check-in, biometric
verification, and real-time flight information systems. Data analysis using Partial Least
Squares Structural Equation Modeling (PLS-SEM). The results showed that digital leadership
had a significant effect in reducing technostress (β = -0.412; p < 0.001) and improving staff
performance (β = 0.358; p = 0.002), while technostress decreased staff performance (β = -
0.295; p = 0.004). Acceptance of technology by passengers had the strongest influence on
service quality (β = 0.512; p < 0.001), followed by staff performance (β = 0.485; p < 0.001).
This research develops an integrated sociotechnical model in the context of smart airports that
shows that digital leadership serves as a psychological and operational buffer that protects
frontline staff from technological pressures. These findings confirm that the digitalization of
airports is not enough through infrastructure investment alone, but must be accompanied by
human-centered leadership, ongoing training, clear service procedures, and operational
support to passengers.