Self-service technology evaluation for passenger flow management: a mixed-methods CIPP study

Jurnal Konseling dan Pendidikan October 01, 2026 Volume 14, Number 2 3 authors

Abstract

This study evaluated the implementation of self-check-in facilities for passenger flow management at Sultan Mahmud Badaruddin II International Airport, Palembang. An applied evaluative approach using a mixed-method sequential explanatory design and the CIPP (Context, Input, Process, Product) model was employed. The quantitative phase involved 50 self-check-in and 50 conventional check-in observations and a questionnaire administered to 50 passengers selected using purposive sampling. Qualitative data were collected through interviews, observation, and document review involving seven informants. The independent-samples t-test showed a significant difference in check-in time (p < 0.001), with mean times of 6.46 and 15.90 minutes for self-check-in and conventional check-in, respectively, a mean difference of 9.44 minutes (95% CI: −10.30 to −8.58; Cohen’s d = 4.37). The CIPP evaluation yielded an overall score of 87%, categorized as very good. However, qualitative findings identified system and network disruptions, machine failures, boarding-pass printing problems, booking-code discrepancies, and conveyor disturbances. The 2.59% utilization rate in 2025 indicates limited adoption despite positive user evaluations. The study contributes an integrated evaluation approach combining CIPP implementation assessment with objective processing-time comparison without making causal claims beyond the single-site observational design.

Authors

  1. Herlina Febiyanti

    Politeknik Penerbangan Palembang

  2. Zusnita Hermala

    Politeknik Penerbangan Palembang

  3. Iwansyah Putra

    Politeknik Penerbangan Palembang

Keywords

Airport serviceCIPP modelEffectiveness of Self-check-inPassenger flow

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