Self-check-in kiosk quality and airline non-contact service maximization: how to win air traveler satisfaction and loyalty in the post-pandemic world?

ABSTRACT

A self-check-in kiosk is a vital aspect of airline non-contact services. Its performance is more important than ever during and after the Covid-19 era. This study uses the tenets of the attribution theory and investigates how self-check-in kiosk quality influences passenger satisfaction and loyalty. We newly explore three attributes of self-check-in kiosk quality, which significantly induce passenger approach behaviors for the airlines. Passenger innovativeness acts an important moderator. Our finding helps practitioners learn how to win passenger satisfaction and loyalty using self-check-in kiosks as a key non-contact service strategy under the competitive airline marketplace during and after the Covid-19 era.

KEYWORDS:

• Self-check-in kiosk
• non-contact service
• Covid-19 era
• the attribution theory
• passenger satisfaction
• passenger loyalty
• airlines
• passenger innovativeness

Disclosure statement

No potential conflict of interest was reported by the author(s).