Tourists’ Satisfaction Towards Airport Self-Service Technology: A Study in Kelantan

Abstract

Airports are rapidly deploying self-service technologies (SSTs) as a strategy to improve passenger experience by eliminating operational inefficiencies. This places some responsibility on the passenger to shape their experience. The research aimed to determine tourist satisfaction with airport self-service technology in Kelantan. Thus, this stud empirically measures self-check-in kiosk quality, airline e-tickets, biometric technology and customer satisfaction among tourists in Kelantan. This study was structured through a selfadministered survey with tourists in Kelantan who were identified and chosen for data collection. With 268 respondents, the data was analysed by a process of descriptive, frequency, and inferential analysis using SPSS. The Pearson correlation results show a linkage between self-check-in kiosk quality, airline e-tickets, biometric technology and customer satisfaction. The findings show that tourist satisfaction has the most significant impact on the airport self-service technology in Kelantan.