An Empirical Research on the Characteristics and Improvement Direction of Self-Service Kiosk at Shanghai Pudong Airport

This study explores the characteristics and improvement directions of the self-service kiosks (SSKs) at Shanghai Pudong International Airport. By providing multilingual support, accessible interfaces, high recognition accuracy, and aesthetically pleasing designs, SSKs help reduce check-in time and minimize interpersonal contact, thereby enhancing passenger satisfaction and expanding customer base. By using the Shanghai Pudong International Airport as a case study, the relevant data was collected through online questionnaires to analyze the impact of SSK characteristics on their usage by using T-tests and Chi-square tests. The results indicate that apart from satisfaction with the accessibility interface, there were no statistically significant differences in passenger satisfaction related to other SSK features. Furthermore, there was no significant correlation between passengers' willingness to use SSKs and their inherent characteristics. The study suggests that future design and optimization of SSKs should focus more on improving accessibility and user-friendliness to cater to a wider range of users.