The effects of self-service automation on customer experience during the check-in stage at Helsinki Vantaa airport
Thenahandi, Hansani (2023)
2023
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-202302082195
https://urn.fi/URN:NBN:fi:amk-202302082195
Tiivistelmä
This thesis is about self-service check-in automation at Helsinki Airport. The thesis aims to determine what customers think of the increased automation and see if there is any effect on the customer experience. Since many airports are moving towards a more innovative and cost-effective direction, new technology and automation are valued areas to improve. The author wants to find out how exactly these changes affect customers. The thesis explores different methods of measuring customer experiences, such as customer satisfaction, net promoter score, and customer effort score. The author picked the most suitable measurement for this research. Then the author surveyed with close-ended and open-ended questions. The goal of the survey was to gather insight into the passenger's actual experiences and use the net promoter score to measure customer experience of the Helsinki airport self-service check-in process.
The results showed that most customers were happy to use self-service kiosks and had no problems with them. However, there is still a percentage of customers who were unsatisfied and unable to use the machines because of errors and malfunctions and thought the self-service check-in process could significantly improve. These customers had given up on self-service machines and preferred to use the staffed counters instead. Self-service check-in is very useful for airports as many found it to be convenient during rush hours, and they were able to get everything done well. People are ready for the changes that come with automated check-in, even though many areas need to improve. Helsinki airport is managing the systems and updating them according to customer feedback. According to some customers, the machines could be better, but most found that they could do the check-in quickly and efficiently.
To improve the experience, the airport could focus on reducing malfunctions and checking that the kiosks are constantly working. Provide better instructions to the customers on the self-service machines to their emails or apps before arriving at the airport. Further, provide more precise instructions on the kiosks while checking in and make the machines work faster and more effectively.
The results showed that most customers were happy to use self-service kiosks and had no problems with them. However, there is still a percentage of customers who were unsatisfied and unable to use the machines because of errors and malfunctions and thought the self-service check-in process could significantly improve. These customers had given up on self-service machines and preferred to use the staffed counters instead. Self-service check-in is very useful for airports as many found it to be convenient during rush hours, and they were able to get everything done well. People are ready for the changes that come with automated check-in, even though many areas need to improve. Helsinki airport is managing the systems and updating them according to customer feedback. According to some customers, the machines could be better, but most found that they could do the check-in quickly and efficiently.
To improve the experience, the airport could focus on reducing malfunctions and checking that the kiosks are constantly working. Provide better instructions to the customers on the self-service machines to their emails or apps before arriving at the airport. Further, provide more precise instructions on the kiosks while checking in and make the machines work faster and more effectively.