Effect of self-service technologies of the low-cost airlines on customer loyalty

Self-service technologies (SSTs) have drawn the attention of academia and practitioners in recent years. Most of the reported literature had been focusing on the theoretical foundations of SSTs adoption and hence the associated benefits. In contrast, this paper sets out to discuss the benefits of using SSTs from customer point of view in terms of their loyalty. A face-to-face street intercept survey was conducted. Although customer satisfaction with SSTs and the design of web-sites are contributing factors to gain loyalty, the strength of their relationship is weak based on the result of this study. Details are disclosed in the paper.