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

Öz

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.

Anahtar Kelimeler

• CUSS
• havalimanı
• kiosk
• self servis
• yolcu hizmetleri

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

Öz

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.

Anahtar Kelimeler

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

Kaynakça

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