Understanding the intention to use self service technologies in the airline industry

Natarajan, Thamaraiselvan; Arul, Shankar; Kasilingam, Dharun

doi:10.1504/ijsem.2019.100918

Cited by 2 publications

(3 citation statements)

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“…It also reduces costs [5], increasing productivity and profitability [5] for firms. There are several examples of SSTs in the tourism industry including self-check-in kiosks in airlines [11], self-check-in/check-out in hotels [10], as well as, online bookings and reservations [36]. Not to mention the relevant technologies such as ATMs in banking [37], self-scanning [38], and self-checkout systems [39].…”

Section: Literature Reviewmentioning

confidence: 99%

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Self-Service Technologies (SSTs)—The Next Frontier in Service Excellence: Implications for Tourism Industry

et al. 2021

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This research aims to understand how self-service technologies (SSTs) can bring about service excellence for tourists by the moderated mediating effect of satisfaction and tourist types, from the customer’s perspective. The study draws on survey data from 627 tourists from North Cyprus, Turkey, Italy, United States, and Germany who had experience using SSTs during their travel period for either leisure or business. The utility theory, Lancaster’s consumer theory, and random utility theory form the basis of this research’s theoretical framework. This study is the first attempt that examines the SSTs’ characteristics as antecedents of service excellence from the customer point of view in tourism literature. Moreover, this research enhances knowledge by integrating the concept of service excellence and SSTs’ characteristics into the abovementioned theories. The results revealed that service excellence could be provided for customers through SSTs, which this service excellence drives through the characteristics of SSTs. The result of moderated mediation tests on the relationship between SSTs’ characteristics and service excellence revealed that tourist types moderate the mediating effect of SSTs satisfaction for functionality, enjoyment, security/privacy, convenience, and customization. Meaning the mentioned constructs are more influential for business travelers than leisure travelers. Limitations, practical and theoretical implications are also discussed.

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Section: Literature Reviewmentioning

confidence: 99%

“…SSTs have specific advantages for customers, such as location convenience, efficient output, and joyfulness [7,8]. Different aspects of SSTs in different industries have been studied, such as adoption [9,10], factors affecting the usage of SSTs [11,12], and customer satisfaction [13].…”

Section: Introductionmentioning

confidence: 99%

Self-Service Technologies (SSTs)—The Next Frontier in Service Excellence: Implications for Tourism Industry

et al. 2021

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“…Dalam hal membantu generate new revenue stream di tengah kondisi pandemi covid 19, penerapan Smart Airport Technologies seperti Airport's Transport Order Systems, Loyalty Point & Reward System, Airport's Food & Tenants Order Delivery Systems disarankan menjadi prioritas utama perusahaan [29]. Namun tidak menutup kemungkinan implementasi Smart Airport Technologies yang berkaitan dengan aspek operasional dan pelayanan menjadi prioritas perusahaan juga.…”

Section: Gambar 15 Pemunculan Solusi Smart Airport Technologiesunclassified

Kajian Potensi Penerapan Teknologi Smart Airport di Bandara Internasional Soekarno-Hatta Jakarta Indonesia

Hanantyo

Susanto

2022

aisthebest

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Pandemi covid-19 di awal tahun 2020 sangat berdampak pada industri penerbangan terutama industri Bandar Udara. Munculnya konsep ‘New Normal’ atau kebiasaan baru berdampak pada penyesuaian pelayanan Bandara di Indonesia. Studi literatur yang dilakukan pada bandara di negara-negara maju seperti Jerman, Amerika Serikat, Finlandia dan Jepang yang telah menerapkan beberapa Smart Airport Technologies seperti Robot Parkir, Indoor Navigation, Automatic Desk Check In, Facial Recognition, Robot Humanoid dan terbukti mampu meningkatkan kepuasan pengguna jasa bandara. Tujuan dari penelitian adalah mengeksplorasi peluang potensial penerapan Smart Airport Technologies di Bandara Internasional Soekarno-Hatta Jakarta Indonesia dengan melakukan beberapa analisis kondisi eksisting dan benchmarking terhadap bandara di negera-negara maju yang telah sukses menerapkan Smart Airport Technologies. Dalam mencapai tujuan penelitian ini, digunakan metode studi literatur. Studi literatur yang digunakan dalam jurnal ini berasal dari berbagai berbagai jurnal internasional yang membahas mengenai Smart Airport Technologies yang terbukti mampu meningkatkan kepuasan pengguna jasa bandara. Hasil penelitian ini yakni kontribusi praktis berupa Pemunculan Solusi Smart Airport Technologies serta dapat menjadi rekomendasi kepada Bandara Internasional Soekarno-Hatta Jakarta Indonesia dalam menerapkan Smart Airport Technologies kedepan. Dalam hal kontribusi kelimuan yang dapat dihasilkan pada penelitian ini yakni sebagai Guideline Blueprint industri bandara udara di Indonesia dalam menerapkan Smart Airport Technologies. Penelitian ini memiliki keterbatasan di mana objek penelitian yang digunakan hanya Bandara Soekarno Hatta, pada penelitian selanjutnya objek penelitiaan dapat diperluas di bandara-bandara lain di Indonesia yang ingin menerapkan Smart Airport Technologies.

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Understanding the intention to use self service technologies in the airline industry

Cited by 2 publications

References 0 publications

Self-Service Technologies (SSTs)—The Next Frontier in Service Excellence: Implications for Tourism Industry

Self-Service Technologies (SSTs)—The Next Frontier in Service Excellence: Implications for Tourism Industry

Kajian Potensi Penerapan Teknologi Smart Airport di Bandara Internasional Soekarno-Hatta Jakarta Indonesia

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