Akıllı Havalimanları: Havalimanı Yolcu Hizmetlerinde Yolcuların Ortak Kullanımlı Self Servis (CUSS) Kullanma Deneyimine Yaklaşımları

Year 2025, Volume: 8 Issue: 2, 88 - 111, 25.10.2025

Melike Mehveş Pamuk

https://doi.org/10.51513/jitsa.1711965

Abstract

Havacılık her zaman teknolojiye dayalı bir sektör olsa da havalimanlarında birçok yolcu hizmetleri görevlilerle yolcuların temasını gerektirmiştir. Bu manzara teknoloji yayılımıyla beraber dönüşmektedir. Bu dönüşümlerden biri olan Ortak Kullanımlı Self Servis (CUSS) kiosk teknolojileri uçuş öncesi biletleme, koltuk atama, belge kontrolü, bagaj teslimi, etiketleme, biniş kartı bastırma gibi kontuarda yapılan işlemleri yolcuların kendisinin tamamlayabilmesini sağlamaktadır. Ancak tüm işlem ve sorumlulukları yolcuya aktarmaktadır. Bu durum, teknolojiye aşina olan, hızlı tempolu yolcular için kolaylık olarak görülebilirken, bazı yolcular için geleneksel yönteme kıyasla henüz alışılmadık, karmaşık bir durum olabilmektedir. Bu çalışma havalimanlarındaki CUSS kiosklarına ilişkin deneyimlere odaklanmış, yolcuların CUSS faydalılık algısı, kullanım özyeterlilik algısı, insan etkileşimi gereksinimi ile CUSS kullanımı davranışsal niyeti arasındaki ilişkilerin tespit edilmesi amaçlanmıştır. Bu amaçla nicel araştırma yöntemine dayalı olarak uygun örnekleme yoluyla erişilen Türkiye’de farklı havalimanlarında CUSS kiosklarını kullanma deneyimine sahip 372 katılımcıdan veri toplanmıştır. Veriler SPSS yazılımında analiz edilmiştir. Bulgulara göre CUSS fayda algısı, yolcu özyeterliliği ve davranışsal kullanım niyeti arasında güçlü ve pozitif ilişkiler bulunmuştur. Buna karşılık, yolcularda insan etkileşimi gereksinimi arttıkça sistemin faydalılığına, kullanım yeterliliğine ve kullanım niyetine yönelik algılar anlamlı şekilde azalmaktadır. İleri yaş grupları ve daha düşük eğitim seviyesine sahip bireyler insan etkileşimine daha fazla ihtiyaç duymakta ve CUSS sistemlerine daha temkinli yaklaşmaktadır.

Keywords

CUSS , havalimanı , kiosk , self servis , yolcu hizmetleri

Smart Airports: Passenger Approaches to the Experience of Common Use Self Service (CUSS) in Airport Passenger Services

Abstract

Although aviation has always been a technology-driven sector, many passenger services at airports have traditionally required direct interaction between passengers and service personnel. This landscape is undergoing transformation with the widespread adoption of technology. One of these transformations is the implementation of Common Use Self-Service (CUSS) kiosk technologies, which allow passengers to independently complete processes such as pre-flight ticketing, seat assignment, document verification, baggage check-in, labeling, and boarding pass printing—tasks that were previously carried out at the counter. However, this system transfers all procedures and responsibilities directly to the passenger. While this may be seen as a convenience for tech-savvy, fast-paced travelers, it can present an unfamiliar and complex experience for some passengers when compared to traditional methods. This study focuses on passenger experiences with CUSS kiosks at airports and aims to identify the relationships among passengers’ perceived usefulness of CUSS, their perceived self-efficacy in its use, their need for human interaction, and their behavioral intention to use CUSS. To achieve this objective, data were collected using a quantitative research method from 372 participants who had prior experience using CUSS kiosks at various airports in Turkey, selected through convenience sampling. The data was analyzed using SPSS software. According to the findings, strong and positive relationships were identified among perceived usefulness of CUSS, passenger self-efficacy, and behavioral intention to use the system. Conversely, as the need for human interaction among passengers increased, their perceptions of the system’s usefulness, their sense of self-efficacy in using it, and their behavioral intention to use it significantly decreased. Older age groups and individuals with lower levels of education were found to have a higher need for human interaction and approached CUSS systems more cautiously.

Keywords

CUSS , airport , kiosk , self-service , passenger services

References

• Abdelaziz, S. G., Hegazy, A. A., & Elabbassy, A. (2010). Study of airport self-service technology within experimental research of check-in techniques case study and concept. International Journal of Computer Science Issues (IJCSI), 7(3), 17-26.
• Antwi, C. O., Ren, J., Owusu-Ansah, W., Mensah, H. K., & Aboagye, M. O. (2021). Airport self-service technologies, passenger self-concept, and behavior: An attributional view. Sustainability, 13(6), 3134.
• Arslan, S., & Avcılar, M. Y. (2023). Havalimanlarında insansız hizmet süreçleri: Koşullu süreç analizi ile bir uygulama. Ankara: Akademisyen Kitabevi.
• Bacinskas, J., & Kempers, V. (2020). Effects of new technologies on customer satisfaction: A study on how new customer-facing technologies in airports affect the customer satisfaction (Master’s thesis), Jönköping University, Jönköping, Sweden.
• Castillo-Manzano, J. I., & López-Valpuesta, L. (2013). Check-in services and passenger behaviour: Self service technologies in airport systems. Computers in Human Behavior, 29(6), 2431-2437.
• Chang, H. L., & Yang, C. H. (2008). Do airline self-service check-in kiosks meet the needs of passengers?. Tourism Management, 29(5), 980-993.
• Charernnit, K., & Hongworapipat, W. (2024). The air transport passenger’s attitude towards airport technological readiness (TR): A case study of Self-Service Technologies (SSTs) at Suvarnabhumi Airport, Thailand. In Proceedings of International Conference of Actual economy: Local solutions for global challenges (pp. 278-286). 5-18 November, 2024, Saint Petersburg, Russia.
• Chen, J. K., Batchuluun, A., & Batnasan, J. (2015). Services innovation impact to customer satisfaction and customer value enhancement in airport. Technology in Society, 43, 219-230.
• Choi, S., Moon, C., Lee, K., Su, X., Hwang, J., & Kim, I. (2024). Exploring smart airports’ information service technology for sustainability: Integration of the Delphi and Kano approaches. Sustainability, 16(20), 8958.
• Cochran, W. G. (1977). Sampling techniques. New York: John Wiley & Sons.
• Cohen, J. (1988). Set correlation and contingency tables. Applied Psychological Measurement, 12(4), 425-434.
• Ćurčić, N., Grubor, A., & Jevtić, B. (2024). Implementing artificial intelligence in travel services, Customer satisfaction gap study at Serbian airports. Ekonomika, 70(3), 1-9.
• Curran, J. M., Meuter, M. L., & Surprenant, C. F. (2003). Intentions to use self-service technologies: A confluence of multiple attitudes. Journal of Service Research, 5(3), 209-224.
• Çelenk, Ş. N. (2022). CUTE ve CUSS sistemi nedir?. https://herkesicinhavacilik.com/2022/02/11/cute-ve-cuss-sistemi-nedir/ Erişim tarihi: 15.01.2025
• Dabholkar, P. A. (1996). Consumer evaluations of new technology-based self-service options: An investigation of alternative models of service quality. International Journal of Research in Marketing, 13(1), 29-51.
• Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13(3), 319-340.
• Demoulin, N. T., & Djelassi, S. (2016). An integrated model of self-service technology (SST) usage in a retail context. International Journal of Retail & Distribution Management, 44(5), 540-559.
• Donadio, F., Frejaville, J., Larnier, S., & Vetault, S. (2018). Artificial intelligence and collaborative robot to improve airport operations. In Online Engineering & Internet of Things: Proceedings of the 14th International Conference on remote engineering and virtual instrumentation REV 2017 (pp. 973-986). 15-17 March 2017, Columbia University, New York, Springer International Publishing.
• Drennen, H. (2011). Self service technology in airports and the customer experience (Master’s thesis), Cornell University, Graduate College University of Nevada, Las Vegas, USA.
• Falconer, R. (2009). The Future for common use bag drop. Future Travel Experience https://www.futuretravelexperience.com/2009/06/the-future-for-common-use-bag-drop/ Erişim tarihi: 15.01.2025
• Gelderman, C. J., Paul, W., & Van Diemen, R. (2011). Choosing self-service technologies or interpersonal services-The impact of situational factors and technology-related attitudes. Journal of Retailing and Consumer Services, 18(5), 414-421.
• George, D., & Mallery, M. (2010). SPSS for Windows Step by Step: A Simple Guide and Reference, 17.0 Update. Boston: Pearson.
• Gibbs, J. (2014). Passenger perceptions of depersonalisation of the airport experience (Doctoral dissertation), University of Otago, Dunedin, New Zealand.
• Güreş, N., İnan, H., & Arslan, S. (2018). Assessing the self-service technology usage of Y-Generation in airline services. Journal of Air Transport Management, 71, 215-219.
• Hall, R. (2015). The transparent traveler: The performance and culture of airport security. Duke University Press.
• Halpern, N., Mwesiumo, D., Suau-Sanchez, P., Budd, T., & Bråthen, S. (2021). Ready for digital transformation? The effect of organisational readiness, innovation, airport size and ownership on digital change at airports. Journal of Air Transport Management, 90, 101949.
• Hossan, D., Dato’Mansor, Z., & Jaharuddin, N. S. (2023). Research population and sampling in quantitative study. International Journal of Business and Technopreneurship (IJBT), 13(3), 209-222.
• IATA (2019). Fast travel program. https://www.iata.org/en/programs/passenger/fast-travel/ Erişim tarihi: 16.01.2025
• IATA (2025). Common use standards. https://www.iata.org/en/programs/passenger/common-use/ Erişim tarihi: 15.01.2025
• Kaushik, A. K., & Rahman, Z. (2017). An empirical investigation of tourist’s choice of service delivery options: SSTs vs service employees. International Journal of Contemporary Hospitality Management, 29(7), 1892-1913.
• Kenton, W. (2024). Kiosk: Definition in retail, history, types, and risks. https://www.investopedia.com/terms/k/kiosk.asp Erişim tarihi: 15.01.2025
• Kim, J. H., & Park, J. W. (2019). The effect of airport self-service characteristics on passengers’ perceived value, satisfaction, and behavioral intention: Based on the SOR model. Sustainability, 11(19), 5352.
• Kokkinou, A., & Cranage, D. A. (2013). Using self-service technology to reduce customer waiting times. International Journal of Hospitality Management, 33, 435-445.
• Kovynyov, I., & Mikut, R. (2018). Digital transformation in airport Ground operations. ArXiv, 1805(09142), 1-25.
• Krejcie, R. V., & Morgan, D. W. (1970). Determining sample size for research activities. Educational and Psychological Measurement, 30(3), 607-610.
• Ku, E. C., & Chen, C. D. (2013). Fitting facilities to self-service technology usage: Evidence from kiosks in Taiwan airport. Journal of Air Transport Management, 32, 87-94.
• Lee, H. J., & Lyu, J. (2019). Exploring factors which motivate older consumers’ self-service technologies (SSTs) adoption. The International Review of Retail, Distribution and Consumer Research, 29(2), 218-239.
• Lee, Y., Kozar, K. A., & Larsen, K. R. (2003). The technology acceptance model: Past, present, and future. Communications of the Association for Information Systems, 12(50), 752-780.
• Leech, N. L., Barrett, K. C., Morgan, G. A. (2005). SPSS for intermediate statistics: Use and Interpretation. Taylor & Francis.
• Lien, C. H., Hsu, M. K., Shang, J. Z., & Wang, S. W. (2021). Self-service technology adoption by air passengers: A case study of fast air travel services in Taiwan. The Service Industries Journal, 41(9-10), 671-695.
• Liljander, V., Gillberg, F., Gummerus, J., & Van Riel, A. (2006). Technology readiness and the evaluation and adoption of self-service technologies. Journal of Retailing and Consumer Services, 13(3), 177-191.
• Lin, C. H., Shih, H. Y., & Sher, P. J. (2007). Integrating technology readiness into technology acceptance: The TRAM model. Psychology & Marketing, 24(7), 641-657.
• Lin, J. S. C., & Hsieh, P. L. (2011). Assessing the self-service technology encounters: Development and validation of SSTQUAL scale. Journal of Retailing, 87(2), 194-206.
• Lu, J. L., Choi, J. K., & Tseng, W. C. (2011). Determinants of passengers’ choice of airline check-in services: A case study of American, Australian, Korean, and Taiwanese passengers. Journal of Air Transport Management, 17(4), 249-252.
• Martín-Cejas, R. R. (2006). Tourism service quality begins at the airport. Tourism Management, 27(5), 874-877.
• Meuter, M. L., Ostrom, A. L., Roundtree, R. I., & Bitner, M. J. (2000). Self-service technologies: Understanding customer satisfaction with technology-based service encounters. Journal of Marketing, 64(3), 50-64.
• Meuter, M. L., Bitner, M. J., Ostrom, A. L., & Brown, S. W. (2005). Choosing among alternative service delivery modes: An investigation of customer trial of self-service technologies. Journal of Marketing, 69(2), 61-83.
• Miskolczi, M., Jászberényi, M., & Tóth, D. (2021). Technology-enhanced airport services-Attractiveness from the travelers’ perspective. Sustainability, 13(2), 1-18.
• Özdamar K. (2016). Eğitim, sağlık ve davranış bilimlerinde ölçek ve test geliştirme Yapısal Eşitlik Modellemesi, IBM SPSS, IBM SPSS, AMOS ve MINITAB uygulamalı. Eskişehir: Nisan Kitabevi.
• Panacek, E. A., & Thompson, C. B. (2007). Sampling methods: Selecting your subjects. Air Medical Journal, 26(2), 75-78.
• Pandey, S. (2020). Principles of correlation and regression analysis. Journal of the Practice of Cardiovascular Sciences, 6(1), 7-11.
• Parasuraman, A. (2000). Technology Readiness Index (TRI) a multiple-item scale to measure readiness to embrace new technologies. Journal of Service Research, 2(4), 307-320.
• Phonthanukitithaworn, C., Sellitto, C., & Fong, M. W. (2016). A comparative study of current and potential users of mobile payment services. Sage Open, 6(4), 2158244016675397.
• Prentice, C., & Kadan, M. (2019). The role of airport service quality in airport and destination choice. Journal of Retailing and Consumer Services, 47, 40-48.
• Rojas-Mendez, J. I., Parasuraman, A., & Papadopoulos, N. (2017). Demographics, attitudes, and technology readiness: A cross-cultural analysis and model validation. Marketing Intelligence & Planning, 35(1), 18-39.
• Rostworowski, A. (2012). Developing the intelligent airport. Journal of Airport Management, 6(3), 202-206.
• Rubio-Andrada, L., Celemín-Pedroche, M. S., Escat-Cortés, M. D., & Jiménez-Crisóstomo, A. (2023). Passengers satisfaction with the technologies used in smart airports: An empirical study from a gender perspective. Journal of Air Transport Management, 107, 102347.
• Sabatova, J., Galanda, J., Adamčík, F., Jezný, M., & Šulej, R. (2016). Modern trends in airport self check-in kiosks. MAD-Magazine of Aviation Development, 4(20), 10-15.
• Seetanah, B., Teeroovengadum, V., & Nunkoo, R. (2020). Destination satisfaction and revisit intention of tourists: Does the quality of airport services matter?. Journal of Hospitality & Tourism Research, 44(1), 134-148.
• Sharma, K. (2024). Assessing passenger satisfaction with smart airport technologies: An empirical study. International Journal for Multidisciplinary Research (IJFMR), 6(2), 1-18.
• Shiwakoti, N., Hu, Q., Pang, M. K., Cheung, T. M., Xu, Z., & Jiang, H. (2022). Passengers’ perceptions and satisfaction with digital technology adopted by airlines during COVID-19 pandemic. Future Transportation, 2(4), 988-1009.
• SITA (2016). The future is connected. https://www.sita.aero/resources/type/surveys-reports/the-future-is-connected Erişim tarihi: 01.01.2019
• SITA (2025). Geneva airport delivers a more effıcient passenger experience with SITA. https://www.sita.aero/resources/customer-stories/geneva-airport/ Erişim tarihi: 17.01.2019
• Singh, A. (2018). Evaluating passengers’ perceived service quality towards self-service luggage check-ın technologies at airports using SSTQUAL scale (Master’s thesis), Arizona State University Master of Science in Technology, USA.
• Susanto, A., Chang, Y., & Ha, Y. (2016). Determinants of continuance intention to use the smartphone banking services: An extension to the expectation-confirmation model. Industrial Management & Data Systems, 116(3), 508-525.
• Suwannakul, E. (2021). Role of technology readiness in airline passengers’ perceptions of self-service technology quality. African Journal of Hospitality, Tourism and Leisure, 10(2), 670-681.
• Taufik, N., & Hanafiah, M. H. (2019). Airport passengers’ adoption behaviour towards self-check-in Kiosk Services: the roles of perceived ease of use, perceived usefulness and need for human interaction. Heliyon, 5(12), 1-9.
• Temel, E. (2024). Next-generation smart banking: Assessment of current opportunities within the framework of AI solutions. In Hyperautomation in Business and Society (pp. 200-225). USA: IGI Global.
• Tyagi, S. (2023). The impact of technological innovations on the passenger process at airports (Doctoral dissertation), University of New South Wales School of Aviation, Sydney, Australia.
• Tyagi, S., & Lodewijks, G. (2022). Optimisation of check-in process focused on passenger perception for using self-service technologies at airport in Australia. Journal of Airline and Airport Management, 12(1), 1-14.
• Uysal, İ., & Kılıç, A. (2022). Normal dağılım ikilemi. Anadolu Journal of Educational Sciences International, 12(1), 220-248.
• Venkateswaran, A. (2020). The impact of Self-Service Technology (SST) on passenger satisfaction: A study for Indian metropolitan city airports (Doctoral dissertation), National College of Ireland, Dublin, Ireland.
• Yau, H. K., & Tang, H. Y. H. (2018). Analyzing customer satisfaction in self-service technology adopted in airports. Journal of Marketing Analytics, 6(1), 6-18.
• Venkatesh, V., Morris, M. G., Davis, G. B., & Davis, F. D. (2003). User acceptance of information technology: Toward a unified view. MIS Quarterly, 27(3), 425-478.
• Wessex Arch (2020). Terminal 5 Heathrow Airport. 2020. Available online: https://www.wessexarch.co.uk/our-work/terminal-5-heathrow-airport (accessed on 4 November 2020).
• Wongyai, P. H., Ngo, T., Wu, H., Tsui, K. W. H., & Nguyen, T. H. (2024). Self-service technology in aviation: A systematic literature review. Journal of the Air Transport Research Society, 2, 100016.
• Zamorano, M. M., Fernández-Laso, M. C., & Curiel, J. D. E. (2020). Aeropuertos inteligentes: Aceptación de la tecnología por parte de los pasajeros. Cuadernos de Turismo, 45, 265-287.