PERCEIVED IMPACT OF KIOSK MACHINE AT NAIA TERMINAL 3 ON THE SERVICE QUALITY

Abstract

Self-service kiosks have evolved significantly since the 1800s, becoming essential tools for industries aiming to enhance efficiency and customer experience. These machines facilitate transactions without human assistance and are widely implemented in high-traffic locations, including airports. At NAIA Terminal 3, selected airlines have installed self-bag kiosks to streamline check-in processes. While these kiosks offer convenience, a significant issue is their limited accessibility for senior citizens and persons with disabilities (PWDs). Many from these groups struggle with the machine's terminology, interface, and functionality, requiring additional assistance. This study assesses the impact of kiosk technology on service quality at NAIA, emphasizing accessibility challenges faced by vulnerable passenger groups. This study employed a Descriptive Quantitative Research design to evaluate passengers' perceptions of self-service kiosks at NAIA Terminal 3. A structured survey was conducted with a sample of 100 passengers, aged 18-31, from various occupational backgrounds. Convenience sampling was used to select respondents. Data collection consisted of a three-part questionnaire covering demographic details, service quality perceptions, and issues encountered with kiosks. Statistical methods, including the H-test, U-test, and Weighted Mean, were applied using SPSS to analyze the data and identify potential areas for service improvement. The analysis of passenger perceptions at NAIA Terminal 3 indicated that most respondents were aged 31 or older, with a balanced gender distribution and a majority being professionals. The kiosks were generally perceived as user-friendly, efficient, and reliable. However, challenges such as technical issues, limited support, baggage constraints, and accessibility concerns were noted. These limitations highlight areas needing attention to improve the user experience. The study assessed the service quality of self-service kiosks at NAIA Terminal 3, analyzing user demographics and perceptions. Findings showed that kiosks were rated positively in tangibility, reliability, responsiveness, assurance, and empathy. There were no significant differences in perceptions based on age, gender, or occupation. However, accessibility challenges for disabled passengers, limited technical support, and baggage handling constraints were key issues affecting service quality. Addressing these concerns is crucial to optimizing the efficiency and inclusivity of the kiosks.