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Assessing the self-service technology usage of Y-Generation in airline services

By Gures N., Inan H. and Arslan S.


Many airlines have introduced Self-Service Technologies (SST) and encouraged their passengers to use these technologies more. Because of the increasing importance of SST, it has been searched by consideringY-Generation passengers who use the new technologies intensively. In this survey, questionnaries were applied to the participants both online and face to face in various airports in Turkey. According to the analysis results, it was revealed that Y-Generation passengers have given preference to SST usage and experienced SST heavily during the pre-flight services. In addition, it was found that functionality, enjoyment and speed level of SST are important factors effecting Y-Generations’ actual usage of SST. © 2018 Elsevier Lt

Topics: Airline marketing, Airline passengers, Self-service technologies (SST), Y-Generation
Publisher: Elsevier Ltd
Year: 2018
DOI identifier: 10.1016/j.jairtraman.2018.04.008
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