Customer Participation in Airline Services Process: Self Service Technology Check-in
Arya Maulana Wicaksana (a*), Tengku Ezni Balqiah (b)

a) Faculty of Economics & Business University of Indonesia, Jakarta, 10430, Indonesia
*arya.maulana91[at]ui.ac.id

Abstract

In the fierce competition in the airline industry, customer satisfaction and loyalty are crucial to ensuring the survival and profits of every airline company. Technology utilization is one of the keys to improving consistency in service delivery. This study aims to better understand the usage of Self- Service Technology (SST) and its impact on Customer Satisfaction and its relationship with Customer Loyalty, Behavioral Intention, and Word of Mouth. This research uses the quantitative method with a non-probability sampling method for collecting data from respondents using a self-administered questionnaire designed on seven dimensions of Self- Service Technology Service Quality (SSTQUAL). To testing the proposed structural model, structural equation modeling (PLS-SEM) will be used. This study reveals the relationship between SSTs service quality, loyalty, Behavioral Intentions, and word of mouth directly and indirectly via customer satisfaction. These results provide insights for the airline service sector in Indonesia to invest in Self-Service Technology to enhance the consumer experience, satisfaction, loyalty, and Intentions.

Keywords: Self-Service Technology, Service Quality, SSTQUAL, airline industry, customer satisfaction, customer loyalty, Behavioural Intention, Word of Mouth,

Topic: Marketing Management