Self-service technology in aviation: A systematic literature review

• DOI: 10.1016/j.jatrs.2024.100016
• Publication Date: 2024-05-21T02:57:46Z
• Authors: Phutawan Ho Wongyai; Thanh Ngo; Hanjun Wu; Kan Wai Hong Tsui; Thu-Huong Nguyen
• Keywords: 3506 Marketing; systematic review; self-service technology (SST); aviation; VU School of Business; 3509 Transportation; customer services; logistics and supply chains

Airlines and airports continuously improve operational efficiency enhance service quality, especially through self-service technology (SST). Although there are several reviews on SST, the aviation industry has been comparatively overlooked. This study offers a systematic review of existing literature SST (e.g., self-check-in kiosks web/e-ticketing) from customer perspective. Starting rich dataset 678 peer-reviewed journal articles listed in Scopus, after some screening processes, 98 remained were included full-text analysis. Accordingly, we found that focused geographical locations, e.g., North America Asia, but not others Africa or Oceania). Its three main research themes adoption, satisfaction, experience, which Technology Acceptance Model (TAM) is dominant framework. In addition, use environmental perspective was rarely studied while newer SSTs such as chatbots biometric check-in will need more attention.