Manuscript Title:

BENEFITS AND CHALLENGES OF SELF-SERVICE CHECK-IN KIOSK AT KUALA LUMPUR INTERNATIONAL AIRPORT 2 (KLIA2) IN MALAYSIA

Author:

MUHAMMAD FAKHRI HAKIM BIN OMAR ZAI, INTAN FATIMAH SASILA Bt GHADZALI

DOI Number:

DOI:10.17605/OSF.IO/DVYWJ

Published : 2021-12-31

About the author(s)

1. MUHAMMAD FAKHRI HAKIM BIN OMAR ZAI - Avionics Specialist, University Kuala Lumpur, Malaysian Institute Aviation Technology, Lot 2891 Jalan Jenderam Hulu, Jenderam Hulu 43900, Dengkil Selangor.
2. INTAN FATIMAH SASILA Bt GHADZALI - Avionics Specialist, University Kuala Lumpur, Malaysian Institute Aviation Technology, Lot 2891 Jalan Jenderam Hulu, Jenderam Hulu 43900, Dengkil Selangor.

Full Text : PDF

Abstract

Airport check-in is the process by which passengers are accepted at the airport prior to travel by an airline. The check-in is usually checked by an airline itself or a handling agent working on an airline's behalf. The purpose of this research were to identify the benefits of using the self-service check-in kiosk and investigate the challenges of using the self-service check-in kioskat Kuala Lumpur International Airport2 (KLIA2) in Malaysia. 163 people of men and women between 18 and 40 years of age were randomly selected to be the respondents of the study. To gather the needed information, a set of questionnaire was designed to gain primary data from the respondents about their opinions and preferences on the aspect of using the self-service check in at the airport and the benefits that can be gained from using it. The overall findings of the study indicated that most of the passengers preferred to use the self-service check-in system because using the kiosk can reduce queuing and more privacy during the checking-in process. The self-service check-in also proved to be convenient to the passengers and the location of the kiosk itself was very near to the airport entrance. However, there were limited number of self-service check-in kiosk in the airport. The system also was hard to use for the older generation of passengers and the system itself was having a slow response time on its interface. In conclusion, some suggestions have been made to recommend people to use the self-service check-in at the airport.


Keywords

KLIA 2; check-in kiosk; quantitative research.