A STUDY ON THE IMPLEMENTATION AND IMPACT OF SELF CHECK-IN / CHECK-OUT TERMINUS IN 4-STAR AIRPORT HOTELS IN MUMBAI

DOI: https://doie.org/10.65985/APER.2026635182

Authors:

Prof. Madhuri Deshbhratar, Dr.Christina Shiju

Keywords:

Self Check-in Terminus, Airport Hotels, Guest Satisfaction, Automation, Hospitality Technology

Abstract:

The study analyses the implementation, operational efficiency, and customer perception of self check-in / check-out terminus in 4-star airport hotels located near Chhatrapati Shivaji Maharaj International Airport. The research evaluates guest satisfaction levels and operational impact using statistical tools such as Mean, Correlation, and Chi-square through SPSS software. The increasing demand for faster service delivery, especially among transit and business travelers, has compelled airport hotels to adopt automated systems. The study examines the relationship between perceived ease of use, waiting time reduction, privacy, and overall guest satisfaction. Statistical findings indicate a strong positive relationship between technology adoption and satisfaction levels. The research highlights that kiosk systems significantly reduce waiting time and enhance guest convenience. However, findings also suggest that a hybrid service model combining automation with human interaction remains essential for maintaining service personalization. The study contributes empirical insights into hospitality technology adoption in Mumbai’s airport hotel segment.

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