AIRLINE PASSENGERS

Airline Passengers

Airlines and passengers experiences and perceptions on the use of self-service technology at London Heathrow Airport

Introduction

The passengers and employees data have collected on Self Service Technologies (SST) method. This data includes self service of Kiosk that has collected at London Heathrow Airport. The perception of employees and the passengers is affluent for this research study because it will possible for the investigators to analyze the effectiveness of SST.

Data Analysis

The most effective approach in any research study that help to analyze the collected data. The data which has assembled through questionnaires has obtained by targeting the passengers and employees. Different sampling method has extensively used for targeting the population. In selecting the passengers, the investigator has used convenience sampling approach. For collecting the data of employees, they imposed the approach of census sampling. Both sampling techniques have effective for collecting the data. The sample size of passengers is from 100 to 120 from Kenya Airlines, whereas the employee's size is 12 to 15 (Zikmund, et.al, 2012).

The Statistical approach has significantly used in this research approach for analyzing the effectiveness of using SST (Self Service Technology) at London Heathrow Airport. The Cross tabulation and Chi-Square method are effective for evaluating the employees and passengers perception about this service. The Cross-tabulation method helps to provide appropriate summaries of categorical data to make contingency table. It is also effectual for providing the interrelation between the targeted variables. The Chi-Square test is a hypothesis test in which the sampling distribution helps to define the null hypothesis is true(Taylor & Bernstein, 2009, pp. 69-76).

Passengers

However, the investigators have selected 100 to 120 passengers of Kenya airlines and asked them through a questionnaire about Self Service Kiosk system. The Kiosk system in the airport is freestanding electronic equipment that is designed to help users with various activities such as issuing boarding passes, baggage tags and entering passport details without any involvement of employees.

Crosstab

Count

The self-service kiosk provides me the flexibility of performing multiple tasks at the same time.

Total

Strongly disagree

Disagree

Neutral

Agree

Strongly agree

Gender

Male

0

12

7

15

12

46

Female

3

5

0

13

3

24

Total

3

17

7

28

15

70

The total passenger that has participated in this survey questionnaire has comprised of 46 Male and 24 Female. Majority of male and female population were contended with the service and considered it as an effective multitasked. Some passengers also not satisfied with this innovative service because they were perplexed while handling this Kiosk system and required someone who can properly guide them (Hunter, 2011, pp. 35-56).

Chi-Square Tests

Value

df

Asymp. Sig. (2-sided)

Pearson Chi-Square

12.773a

4

.012

Likelihood Ratio

15.725

4

.003

Linear-by-Linear Association

.704

1

.402

N of Valid Cases

70

a. 4 cells (40.0%) have expected count less than 5. The minimum expected count is 1.03.

In the above table, it has clearly defined that the null hypothesis is true because the table value is less than a ...