The focus of this study is on evaluating the perceived service quality of a passenger using Self Service Technologies (SST) based service delivery systems at airports. Previously, studies have been conducted to evaluate the benefits of these service delivery systems for the service providers and in theory, the benefits the passengers or customers may receive from using these SSTs. However, not much research has been done comparing the benefits passengers perceive from the SSTs and how the same compares with the benefits perceived by passengers while using a conventional service-employee based service delivery system, for example, manned check-in desks at airports. The data for the study was collected by surveying passengers using the scale questionnaire designed by Lin and Hsieh in 2011, named SSTQUAL (Self Service Technologies Quality), to evaluate service quality delivered by SST based service delivery systems in terms of perceived functionality, enjoyment, design-assurance-convenience, security/privacy and customization. These different dimensions were compared among passengers who utilized Self Service Kiosks (SSKs) and passengers who used check-in-desks to check their luggage in. The data derived from the responses was analyzed using Multivariate Analysis of Variance (MANOVA) to compare the between-subject effects of the dimensions as well as the overall multivariate significance in the difference between the service quality perceived between the two check-in methods. It was found that though the cumulative perceived service quality was not influenced by the method of check-in, individual service quality dimensions like Enjoyment, Design, Convenience and Assurance were influenced by the check-in method. Positive correlation was also established between the method of check-in and customer behavioral intentions of recommending and using the respective airline’s service again as well as going through the process of using the respective airline’s SST again.

Keywords: Self-Service Technologies, SSTQUAL, service-quality parameters, self check-in kiosks, manned check-in desks, technological readiness, customer behavioral intentions, MANOVA.

The three most common errors related to communication during shift turnovers are during inspection, installation, and the minimum equipment list (MEL). Miscommunications during shift turnover could lead to a catastrophic disaster. Numerous accidents have occurred relating to shift turnover issues; therefore, the Federal Aviation Administration (FAA) has been studying this matter in order to avoid preventable miscommunication problems. It has also been suggested that communication skills be developed at 14 CFR Part 147 schools so that students can communicate effectively with others in their future field. In order to assess the communication issues of students at these schools, three investigative treatments were utilized to assess communication during shift turnover. The first treatment consisted of verbal communication only; the second treatment consisted of the use of a whiteboard and written report; and the third treatment consisted of the use of a template of a fire protection system diagram on a whiteboard along with a written report. This study involved 14 students from a community college in the southwest. Data collected focused on the confidence level of communicated information related to the assigned tasks within a given time period. Through the use of Analysis of Variance, the results of the analyses found that there was no significant difference between each treatment. The data sets for the team leaders and team members were separately analyzed while there appears to be an increase of ease of communication by the use of the whiteboard- indicating a need for further study- no significant differences were found between the three treatments. Discussion of possible causes as well as the need for future investigations is presented.