Research on Customer Satisfaction of Airport Self-Service Baggage Checking Technology Application in the Era of COVID-19: Moderated Mediation Effect Analysis

Abstract

This study analyzes the self－service baggage check technology at Incheon Airport in South Korea under the epidemic period and analyzes the impact of different groups' satisfaction through users' perceived quality and perceived value. To that end, a survey for travelers using self－service baggage drop technology was undertaken, and an empirical analysis was conducted by using SPSS 25.0, AMOS 21.0, and PROCESS v3.3. The result shows that perceived quality has a moderating mediation effect, with a higher rate of increase in perceived quality as perceived value increases. User's satisfaction on self－serve technology is dependent on both perceived quality and perceived value. In addition, gender has a moderating effect because male and female groups perceive the use of self-service baggage check technology in significantly different ways. The impact of perceived value on female groups is significantly greater than that on male groups. Female groups are more concerned about the benefits and value brought by using self-service baggage check technology. For an in-depth study, the moderating effect of gender in between perceived value and perceived quality according to the number of uses and purpose were examined. The result shows that the regulation effect was significant for the high－frequency group and private travelers, and also the moderating effect of gender was significant. This study is expected to put forward sustainable development suggestions for the recovery of subsequent airports under the COVID－19 epidemic era by analyzing baggage check satisfaction in South Korea.