Analysis of passenger perspectives towards the Self-Service Technology use for the check-in process at airports

Purpose: The passenger experience varies based on their encounter with each service at airports. Furthermore, the use of innovations at airports accounts for variation in passenger experience. For instance, each passenger has a different perspective towards self-service technology (SST) such as Self-Service Kiosk (SSK) and online/mobile services for the check-in process. Hence, this study aims to assess the different passenger perspectives towards the SSTs.Design/methodology/approach: To find out the differences in passenger perspectives, this study conducted an online survey to collect passenger responses. The study mainly analysed the passengers using SSK and online service for check-in operations versus passengers using a traditional way of servicing at airports. The factor analysis and regression analysis methodologies are used in this study.Findings: The analysis results present five service factors that are more important than the other service factors attributing to passenger perspectives toward SST usage at airports.Originality/value: This study presents the factors that could influence passenger perspectives of SST usage for the check-in process at Kingsford Smith Sydney Airport. Additionally, these factors could help in measuring the level of passenger experience and improving the SST performance.