Study of Technology Based Self-service Attributes and its Impact on Customer Satisfaction

Abstract

Purpose - This study set out to understand the phenomenon of human interaction during usage of Self-service technology.  The quantitative research method was utilized for this investigation. The purpose of the study, which uses research tools to gather data, is to confirm interrelation of customer satisfaction attributes using quantitative and statistical data analysis.

Design Methodology /Approach – Customers rated various customer satisfaction parameters like perception, speed of use, enjoyment etc.  for this study. The information used in this study was gathered using primary data. The survey was conducted from passengers who availed the self-service to check-in. 

Findings – The study's findings provide important insights on the use of self-service technologies. Facilitation forced usage and promoting repeat usage are some of the actions that may be taken to improve customer satisfaction.   

Research limitations – This paper is based on data satisfaction collected from customers using self-service check-in kiosks at the airport.

Implications - In terms of theory, this study completes the process by which passenger satisfaction and self-service technology interact in the context of public transportation, particularly in the airport sector, and it advances our knowledge of the variables that influence passenger satisfaction.