Biometric Identification Systems in Airports: A Study Regarding the Impact of Biometric Technologies on Air Passengers’ Satisfaction

Riccardo Bonavita

Student thesis: Master thesis


Biometric identification systems - a set of tools that has been developed in the last years - have been used by several industries and for diferent aims. Airports are one of the major sectors exploiting these technologies since they have been facing many challenges due to an increase in the number of passengers and operations as well as stricter security procedures derived from a greater attention to issues concerning terror attacks. If these identification technologies do potentially insure a considerable amount of advantages such as for security reasons, however past studies have shown that people still have social and cultural concerns towards them. Tat is why this thesis aims at assessing the impacts of this identification systems on airport users, the passengers, and tries to understand how much their implementation afects the costumer satisfaction - a relevant aspect for the service management of airports. Tis thesis attempted to answer the research question by evaluating the drivers concerning the acceptance and the readiness levels of the biometrics identification systems by airport passengers. Te customer’s journey of two diferent airports - one uses these technologies, the other does not - are also compared and analyzed. Tese evaluations - technology readiness, technology acceptance and customer journey - have a both a direct and indirect impact on the customer’s satisfaction. According to a survey carried out on line, the levels of technology acceptance and the drivers that lead to technology readiness show positive results. Besides, among the respondents the level of acceptance of the biometrics technologies also depends on the awareness of the final aim and interests they have in innovation technology itself. As far as the customer’s journey is concerned the use of biometrics technologies afects the passenger experience and therefore passenger satisfaction for 2 major reasons. First it helps decrease the time spent for airport security procedures, the speed of operations is one of the most important attributes for airport companies and for airport service quality. Secondly it changes both human and technological interactions during all the phases of the service.

EducationsMSocSc in Service Management, (Graduate Programme) Final Thesis
Publication date2016
Number of pages117