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

Abstract

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 considering Y-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.