Self-Service Technology (SST) in Airports

1. Self-Service Technology (SST)
in
Airports and Consumer Experience
Sagar Mainali
Sunita Kisi
Puja
Timalsina
Presented by:

2. Table of Content
 Background
 Current Issues
 Problem Statement
 Objective of study
 Internal Analysis
 External Analysis
 Recommendation
 Conclusion

3. Background
 Self-Service Technologies (SSTs) are technological
interfaces allowing customers to produce services
independent of involvement of direct service employee.
 Motivate consumer to services individually and
reduction in vital cost.
 SSTs in airlines industries first experienced in 1990's
and now constantly changing it's form .
 Today SST promotes efficiency, convenience, shorter
wait times and reduced labor cost.

4. Background
Airport SST takes on many forms which include:
 Information kiosks (standalone terminal that provides
information, goods and services)
 Ticketing kiosks (purchase airline tickets, check baggage
and monitor flight status)
 CUSS kiosk (ease congestion and help reduce long lines,
shared terminals with multiple airlines)
 Retail kiosks (customers can purchase goods and
services before or after a flight)
 Internet bookings and through the use of smart phones
or mobile devices.

5. Current Issues
 SST has allowed airlines to lose great deal of
interpersonal contact that consumers once had with
service employees.
 The reduction in interpersonal contact can have a long
term impact on consumer's perceptions of individual
airlines.
 Lack of comfort with the technology.
 Fear of the unknown and usability.
 Creates vulnerability in consumers.
 Problem for disabled consumers.

6. Problem Statement
Some problems are to do with digital accessibility are :
 Many self-service machines rely heavily on users.
 Disable like hear impaired, blind may not use the
digital technology.
 Older people and illiterate people may face
problems.
 Disables using wheelchairs, people who are small
stature and children mat not be able to use
technologies

7. Objective of study
 To understand its importance on airlines and the
consumer experience.
 To see how consumer's expectations and experiences can
affect the total perceived quality of service encounters.
 To see if it SST can have impact on how consumer
expect and experience.
 Another variable to take into consideration that can
affect the perceived quality of self-service technologies
is age.

8. Internal Situation Analysis
 Increased control over the service delivery.
 Convince, as SST is available at almost every hour and
at multiple locations.
 Reduction in consumers waits times.
 Airlines are able to control the entire SST interaction
with passengers from behind the scenes.
 Consumer can choose various service Through SST.
 Flexibility
 Able to eliminate unnecessary lines that once formed at
peak hours.

9. External Situation Analysis
 Staff Cost : the passenger's willingness to use SST
allows airline to eliminate or relocate ticket agents and
baggage personal which can help reduce staffing cost.
 Operational Cost: SST has created substantial cost
reduction in how much it cost the airlines to check-in
passengers.
 Retail space and miscellaneous cost: SST can help
airlines avoid to need to expand or renovate airline
counter space.

10. Recommendation
 Airlines Should explore user Friendly SST.
 Training employees to know the “ins and outs” of how
to use the SST which then results in improved customer
use.
 The use of spoken assistance, 'talking machine' that
should speak aloud.
 Survey consumers to Know how they Feel about SST.
 Machines that accept voice commands.
 Machine that offer clearly defined Keys.
 Use more cost efficient SST devices to meet budget
guidelines and help reduce customer costs.

11. Conclusion
 SST has taken the airline industry beyond what anyone
could ever imagine when it comes to the use of
technology.
 While the airline industry continues to grow and move
forward, SST will play a vital role in the way airlines
and customers operate in the future.
 The airline industry is sure to see great changes that will
positively affect how the airline industry operates in the
years to come.