Sustainable Innovation: Self-Service Technology Adoption on Customer Satisfaction and Loyalty in Ghana’s International Airport
Volume 03 Issue 2
Authors
Sarah Blankson-Stiles-Ocran, Richmond Sakyi, Reginald Olympas Akua Awuseidu, Abdul Bashiru Jibril, Raphael Kwaku Botchway
Keywords
airport, customer satisfaction, Ghana, innovation, loyalty, Self-Service Technology
Citation in APA style
Blankson-Stiles-Ocran, S., Sakyi, R., Awuseidu, R. O. A., Jibril, A. B. & Botchway, R. K. (2025). Sustainable Innovation: Self-Service Technology Adoption on Customer Satisfaction and Loyalty in Ghana’s International Airport. Journal of Business Sectors, 3(2), 59–70. https://doi.org/10.62222/FPMZ2981
DOI
Abstract
Research background:
Self-Service Technologies (SSTs) have become a transformative force in the aviation industry, revolutionizing how airlines and airports interact with passengers. These technologies, including self-check-in kiosks, automated bag drops, and mobile boarding systems, enhance operational efficiency while empowering customers with greater control over their travel experience. As global competition intensifies, the adoption of SSTs has become a strategic imperative for improving service quality, customer satisfaction, and long-term loyalty.
Purpose of the article:
This study's main goal is to examine how Ghana’s International Airport, popularly known as Kotoka International Airport (KIA), has used self-service technology and how that has affected consumer loyalty and happiness.
Methods:
The study followed quantitative methodology and used a descriptive research design. An electronic survey was disseminated through social media sites, emails, and QR codes that could be scanned. After distribution at KIA, 309 of 385 replies were found to be legitimate, and those results, along with all 317, were utilized to analyse their satisfaction with the new technology. The statistical methods, such as descriptive statistics, correlation analysis, and multiple regression analysis, were used in the evaluation of the data sample.
Findings & Value added:
A convenience sample strategy was used to disperse the survey. A descriptive analysis was done on the sociodemographic details of the respondents and the link with SST usage. Standard multiple regression was used to measure the amount of satisfaction and loyalty. The outcome showed that customers are happy with the functionality, ease, and personalization of SST at the airport, and customers are more inclined to use SST there again if its functionality is of better calibre.