The Impact of Implementing Service Luggage Check-in Technology on Customers and Security Management Behavior at International Heathrow Airport

This research project is focused on the impact lead by implementation of service luggage check-in technology on customers together with developing the needs and importance of security management at airport. A large number of customers and staff visit airport on regular basis that lead to the issues and problem of security of customer’s luggage together with overall safety of airport.

Business Dissertation

Table of Contents
Topic:...............................................................................................................................................1
Acknowledgements..........................................................................................................................1
Abstract............................................................................................................................................1
INTRODUCTION...........................................................................................................................1
Overview of Research.................................................................................................................1
Purpose and rational of research.................................................................................................2
Research aim and objectives.......................................................................................................2
Research Questions.....................................................................................................................2
Ethical consideration...................................................................................................................3
Literature Review.............................................................................................................................3
To discuss about the impact of the implementation of the check-in technologies in airport......3
To check the behaviour of the security management in context of this technology...................5
To discuss about the impact of this technology on the customers and security management....5
Methodology....................................................................................................................................7
Data collection and analysis.............................................................................................................9
Interpretation and Evaluation of data.............................................................................................12
Research Findings..........................................................................................................................18
Conclusion.....................................................................................................................................18
Recommendation...........................................................................................................................19
REFERENCES..............................................................................................................................20
Appendices.....................................................................................................................................21
For the secondary data analysis.................................................................................................21

Topic:
The impact of implementing service luggage check-in technology on customers and
security management behaviour at International Heathrow airport.
Acknowledgements
The investigator wants to thanks all the employees and customers of International Heathrow
airport who had participated in this research work and facilitated better completion and
achievement of research objectives.
Abstract
This research project is focused on the impact lead by implementation of service luggage
check-in technology on customers together with de eloping the needs and importance of security
management at airport. A large number of customers and staff visit airport on regular basis that
lead to the issues and problem of security of customer’s luggage together with overall safety of
airport. Thus, following research is conducted on International Heathrow airport to evaluate the
various technology that are used by airport authority for check0in process and its impact of
consumer behaviour. Further, evaluation about various security measures like 3D screening ,
biometric and other techniques is also made to get better understanding about security
management.
INTRODUCTION
Overview of Research
International Heathrow airport is a major international airport of London, UK considered
as one of the most busiest airport in the world on the basis of international passenger traffic. As a
large number of customers visit this airport daily basis it become necessary to have proper
security measure in order to maintain the safety of airport and individuals (Alsyouf and et. al.,
2018). Use of scanning technology is made by Heathrow airport to have better monitoring and
insight into the baggage and luggage of customers and staff in order to identify any risky or
illegal substances. But still some issues elated with loss of luggage and check-in facilities are
encountered by customers. Thus, this research project is conducted to evaluate the impact of
implementing service luggage check-in technology on customers and security management
behaviour at International Heathrow airport.
1

Purpose and rational of research
The selection of current research topic is justifiable and rational as safety of customers
and proper checking of their luggage is important to maintain the security measures at airport.
Further, physical scanning of bags and luggage of customers is time consuming and also not so
effective thus, use of better technology like 3D scanning becomes more crucial and necessary to
main safety at airport. Beside this, the selected research topics is also meeting the academic
purpose and personal interest of research thus, selection of current research topic based on
impact of implementing service Luggage check-in technology and security management is
appropriate and justifiable.
Research aim and objectives
The main aim of the research is to find out the impact of implementing service luggage
check-in technology on customers and security management behaviour at international Heathrow
airport.
Research objectives
The main objectives associated with current research topic conducted on International
Heathrow airport are as follows:
 To discuss about the impact of the implementation of the check-in technologies in airport.
 To discuss about the impact of this technology on the customers and security
management (Duman, 2019).
 To check the behaviour of the security management in context of this technology.
Research Questions
Few of the important research questions that are to be addressed by current research work
and investigation are as stated below:
 What is the impact of the implementation of the service luggage check-in technology on
customers and security management behaviour at international Heathrow airport?
 How does the technology work in assistance of the Heathrow airport security
management people?
 What is the main purpose of this technology in the Heathrow airport?
 How will the research on this topic be conducted so as to get a positive result and reach
conclusion?
2

Ethical consideration
This is mainly associated with the principles and morale implications associated with
conduction of a research. Thus, to fulfil this ethical issues and considerations associated with
current research project proper care is taken by investigator that none of its efforts or activity
could hurt or harm the participants. Therefore, a written consent and approval is taken form all
respondents through signing of a consent form. Further provision of data protection act and other
legal acts are also meet to ensure the safety and protection of collected data. Beside this,
researcher has taken all the necessary steps and procedure to ensure that the Data Protection Act
2018 is properly followed throughout the data collecting procedure in order to maintain the
ethnicity and morale level of research through ensuring safety of personal data of customers.
Further, to make this research process successful it is necessary to ensure accurate outcomes of a
research in order to maintain the ethics and positive conduction.
Literature Review
It is process associated with reviewing and surveying a number of authorised articles and
published journal in order to have better understanding about specific research topic (Wu and
Tsui, 2020). With respect to current research various online journals and articles are evaluated in
order to get better understanding about current research topic i.e.“The impact of implementing
service luggage check-in technology on customers and security management behaviour at
International Heathrow airport”. Literature review is a tool that provide information and
evaluation of secondary sources to develop better understanding and framework for current
investigation. A description and evaluation of various articles and journals evaluated for current
accomplishing objectives of current research are provided.
To discuss about the impact of the implementation of the check-in technologies in airport
According to the view point of Anat Koren, 2019, air traffic has increased with a rapid
speed and creating many issues and challenges for airport authorities to maintain their adequate
security level together with ensuring proper flow of people, their luggage and other things at
airports. Thus, it become necessary and essential for airports to adopt and invest in smart
technology like Internet Of Things (IoT) and other technology to ensure smart and better check-
in process. The various technology that can be adopted by an airport to have better check-in
3

technology including their impact on customers and airport authority are provided in following
points:
Biometric- Use of this check-in process lead to a speedy boarding process through
reducing the time required in check- in. use of biometric technologies includes facial recognition
technology at the time of check-in, boarding gate and while bag drop (Martin-Domingo, Martín
and Mandsberg, 2019). It save the time of passengers and also of airport staff and also leads to
better security through eliminating the chances of error or wrong identification through physical
verification.
Artificial Intelligence and predictive software- use of artificial intelligence includes use
of big data collected by airport authority and analysis this data through making use of predictive
software in order to anticipate and reduce air traffic slowdowns and bottlenecks. Furthers, use of
predictive software technology by airport authority also lead to predict not traditional busy
buying seasons and helps airport to allocate more cargo warehouse space to ensure better
management of traffic and also ensures better experience for customers (Halpern, 2016).
3D screening system- This system offer better screening and check of all thus, ensures
100% security before it gets and loaded to the aircraft. It facilitates better check and monitoring
at airport through facility houses brand new hold-baggage screening (HBS) machines, which
scan bags before they’re loaded onto the aircraft (Toal and Marinov, 2020).
Further, as per the view point of Varsha Saraogi, 2019, airport must make efforts to
change their traditional check-in model to facilitates better security and management of
customers together with cutting in their infrastructure cost. It has been evaluated that use of
biometric technologies and artificial intelligence reduce the intervention of human thus, reduce
the labour cost for airport and also eliminates the chances of human error therefore, ensures and
facilitates more secured and safe environment (Brochado and et. al., 2019). Use of innovative
technology enables customers and other individuals a quick to check-in and drop off facility for
their baggage and also provide a better check and surveillance for their luggage that ensures
more safety and effective ways to check-in. The impact of use of 3D and artificial intelligence
includes better collection of data and analysis of individuals to safeguard airport from that of
unethical and illegal activities thus, ensures better safety management.
4

To check the behaviour of the security management in context of this technology
According to Clifton L. Smith, 2013, Security Management applies a theory approach,
which improvise and defines the security management plan to utilise for inputs, being
transformational within functions, and deliverables the outputs. This system is emphasis to be an
organised gathering of components that integrate and operate up to their optimum level, without
decline. Inputs it involves the strategic and plan of action, leadership, ethics, rule and
regulations, governance, culture, accountability, sustainability etc. It also provides the secure and
safety precautions reliable for a particular object, where in this resilience is a key element of
achieving strategic security within environment (Chapman, 2019). There are few drawbacks
where the presence of security is lacking by which the security managers have to improvised the
security governance within the organization which controls the performance management of
security. Now, a days there are many organization are implementing the security cameras with
the proper specification of secureness, technologies brings the up gradations which influence the
environment by detecting the negative flaws.
In transportation area like Railways and Airports are integrate the security management
in context of “check-in” technology which influence the good impact towards the society where
the people security as well as their luggage security is prior. The behaviour of security
management at Airport is moderate kind of nature mostly the securities are very pretend to be
strict personalties in terms of safety of people by which they detect the only negative and illegal
objects to avoid the causes before it happen (Ergün, Açıkel and Turhan, 2017). It allows the
necessity towards the avoidance or predict the attacks or other kind of disaster before to happen,
an effective security system can help to reduce the crises same as in airports or other
transportation area where it allows the group of people or kind of rush can have chances of crises
by which there is a reason that effective management of security is required for that, there are
other factor necessity of security in airport to detect the smugglings etc. also they have to fight
against cyber security by which it hack the security sites through online. Sometime passengers
get pissed off due to the security check-in by consuming so much of time it reflect a negative
behaviour on the technology (Taneja, 2017).
To discuss about the impact of this technology on the customers and security management
According to Jose I. Castillo Manzano, 2013, The Technologies creating influencing
power towards people mindsets as well as environment, where people get affected through the
5

new resources which is introduced by technology like internet service provider, android etc. The
steps ahead towards of technology into security management where it detect the negative flaws,
It provides the safety to human from the harmful causes which may effect the work life or daily
life basis. In airports there is necessity of check in technologies of safety system which optimise
self service of technologies in service provided to passengers. Checking in online in the airports
to gaining ground with the use of the airlines check in desk (Kovynyov and Mikut, 2019). The
motive of the paperwork is to analyse the socio demographic factor determined or flight
configuration that influence the passenger's choice of seat can check in and reserved according to
that if option is available. The factor which determine while selecting the Check in mode it
includes the passengers age's and level of education these are the respective formalities for
proceeding the journey.
The benefits of the Check in technology having a proper systematic approach in the
security system where the passengers can comfortably accesses the security process, the impact
of this technology on passengers is very influencing such as the Biometric security available in
check in process by which passenger punch their fingerprints to access for on boarding in the
flight after the formalities of documentations, passengers can use facial recognition technology at
check in at boarding gate because it saves time and it much safer in terms of security (Koenig,
Found and Kumar, 2019). Artificial Intelligence can play an important role in check in
technology by verified the big data collected for analysation with the predictive software to
anticipate traffic slowdown.
Improvisation of cyber security is essential in a airport during the check-in process it
implies the rise of potential security threats. The impact of the cyber hack is very influencing it
can mislead the passenger data into wrong way not only that it can also creates the negative
rumours by which it can destructed the infrastructure with critical consequences at global travel,
for protection from that there should be compliance oriented cyber security management. There
is Onboard connectivity facilitates provided by airport during check-in where passengers are
highly utilised the WI-FI connectivity which provide the convenience to them (Bozogáň and
Hurná, 2018). Now the onboard connectivity provides the opportunities such as they are
facilities the streaming of Netflix and Amazon prime to passengers. Smart Transportation
is provides at the outside of Airport for passengers such as taxi, public transportation and buses.
Passengers have to face difficulties once they land on the new country, although airports
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provides travellers with all the ground transportation services on demand on pre-booked. So,
passengers get positive impact by facing the Check In technology as well as security
management.
Methodology
Research methodology is mainly associated with various methods and techniques used for
performing a research work more effectively. To have better understanding about the methods
and research philosophy used for current investigation, help of research onion is taken. Use of
research onion model provides a better explanation of different stages of a writing and
conducting a dissertation that helps to create better and more organised methodology
(Khumboon and Isaradech, 2016). A description about research onion and various methods used
for this research work is provided below:
Research method- Research onion suggested three main types of conducting a research
that includes mono method, mixed method and multi method. Out of these three method, use of
mixed method is made for current investigation that includes use of two methods of study i.e.
qualitative and quantitative.
Research philosophy- It describes a set of principles which are necessary to conduct a
research. Resrch philosophy is offentlly divided into two main parts i.e positivism and
interpretivism. Out of these two philosophy, use of positivism assumes that knowledge and
information is independent of the subject being studied while interpretivism philosophy claims
that individual observers have their own perception thus, have varied understanding of reality
(Taneja, 2019). Use of Positivism philosophy is associated with quantitative research method
while interpretivism is associated with qualitative and in-depth research.
Research approach- This is bifurcated into two categories out of which use of deductive
approach includes specific hypothesis development based on some literature review while
inductive approach is more associated with new observations thus, use of inductive research
approach is made for current research in order to a create some new theory and better
understanding.
Research strategy- This part of research includes action and practical part of a research
through making use of some systematic method. For current research work use of survey
(through use of questionnaire) and interview method is made for the collection of data required
to conduct research.
7

Choices of method- Use of mixed method of research is made for current investigation
where data collected in terms of numeric form to have better presentation with the help of
quantitative methodology. Further, use of qualitative research methodology is also included in
mixed method that is used for current research in order have an in-depth and better insight in
view point and behaviour of respondents with the help of theoretical data collection (Juvan,
Prezelj and Kopač, 2020).
Time Horizons- It represent the time frame and duration of research together with
various associated activities. It is of two type i.e. cross sectional and longitudinal out of which
use of cross sectional time horizon is made for current research is it provide information and
presentation of all observation and activities at single point of time. Following Gantt chart is
showing time horizons for current research work.
8

Data collection and analysis
There are two main sources from where data can be collected i.e. primary and secondary.
In order to maintain the viability and authenticity of current research work use of both sources of
data collection are made an explanation of which is provided below:
Primary source- This sources of data collection ensures first hand and most authentic
form of data that is collected by researcher through making own efforts and direct connection
with respondents. With respect to current research work use of questionnaire and interview is
made by investigator to collected data from primary sources (De Neufville, 2016).
Secondary source- It represent the sources where past facts and document are recorded
thus provide better understanding about past facts that support and provide base for primary
research. In accordance with current research, use of various online articles and journals are
made to collect data from secondary sources.
Beside this, in order to have efficient evaluation of collected data use of sampling
method is made which ensures selection of few number of observation and units to perform
research analysis in more effective way (Gillen and Morrison, 2017). For current research work,
a sample size of 30 respondents is selected through use of probability sampling from the
passengers and the security management teams of International Heathrow airport is selected to
9

collect their perceptive on current research topic with the help of an questionnaire. Further, a
sample size of 5 respondents is chosen through use on non probability sampling from staff of
International Heathrow airport to collect primary information through the help of interview.
Questionnaire- It is basically a written document used for collection of primary data under
quantitative research method. Questionnaire mainly consists a set or group of questions related
with the particular topic of research in order to gather and collect the opinion and view point of
participant or respondent (Vogel, 2019). Following questionnaire is prepared to get view point
of 30 respondents selected from the passengers and the security management teams of
International Heathrow airport on current research topic.
Questionnaire
Q1) Are you having any perspective about the use of service luggage check-in technology of
airport?
a) Yes
b) No
Q2) What are the possible new technology use of which can be made by International
Heathrow airport to offer better luggage check-in and to have more effective boarding
procedure ?
a) Biometric
b) Artificial intelligence
c) 3D screening software
d) Robotic assistance
Q3) Do you agree with the fact that having effective and more efficient security
management behaviour and safety measures are necessary for all airports to provide a
more positive and safe atmosphere for its customers and staff ?
a) Agree
b) Disagree
Q4) Which is the most effective security management behaviour and way that can be
adopted by International Heathrow airport to improve safety of its premises together with
providing a faster and smooth experience to customers?
a) Countering Drones
10

b) Use of e-passports
c) Facial recognition software
d) Terahertz screening
Q5) What possible impact is lead by implementation of the new service luggage check-in
technologies in airport?
a) Provide faster on boarding and check-in facility
b) Improving and optimising operations at airport
c) Enhancing travellers experience
Q6) What overall impact and influence and created by new service luggage check-in
technology and safety measures on the customers and security management of
international Heathrow airport?
a) Positive
b) Neutral
c) Negative
Q7) Any further recommendation for International Heathrow airport to have netter check-
in technology and security management?
Interview- Use of this data collection tool is made to gather data from qualitative research
method that facilitates more insight and in-depth information about real and actual perceptive of
participants in detailed theoretical form (Ricover and Delmon, 2019). Use of interview technique
involves an interviewer who is responsible for conduction of interview and asks questions from
interviewee and participants to collect better knowledge and gather in depth information from
individuals about their thoughts, opinion, feelings and experience with the help of a two way
conversation (Paling and Thomas, 2018). It is basically a qualitative research technique which is
conducted on a small number of respondents to explore their perceptive on a particular idea and
situation. For current research a sample size of 5 respondents is chosen from staff of
International Heathrow airport to conduct interview in order to collect primary and authentic
information.
Interview questions
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Q1) Why it is necessary for international Heathrow airport to have better and more efficient
service luggage check-in technology and safety measures at its premises?
Q3) What perceptive are you having regarding the cyber security and other safety provisions to
provide a safe and sound premises at airport?
Q2) What are the best check-in technology use of which can be made International Heathrow
airport to provide better and faster customer experience?
Interpretation and Evaluation of data
For interpretation and to have better evaluation and analysis of data collected through
primary sources through interview and questionnaire, use of thematic approach is made a
description of which is provided below:
Evaluation of Quantitative data
Theme 1: Perspective about the use of service luggage check-in technology of airport
Q1) Are you having any perspective about the use of service luggage
check-in technology of airport?
Frequency
a) Yes 25
b) No 5
Interpretation
Around 25 respondents are having a good perceptive and knowledge about use of service
luggage check-in technology of airport while 5 participants are also there that are not having
much information about use of service luggage check-in technology of airport.
12

Theme 2: Possible new technology use of which can be made by International Heathrow
airport to offer better luggage check-in and to have more effective boarding procedure
Q2) What are the possible new technology use of which can be made
by International Heathrow airport to offer better luggage check-in
and to have more effective boarding procedure ?
Frequency
a) Biometric 6
b) Artificial intelligence 5
c) 3D screening software 15
d) Robotic assistance 4
Interpretation
There are various technologies which can be used y International Heathrow airport to offer
better luggage check-in and to have more effective boarding procedure. It has been evaluated
that use of biometric system is supported by 6 participants while 5 respondents are seen in favour
of artificial intelligence to offer better luggage check-in and to have more effective boarding
procedure. Further, 15 are in favour of 3D Screening software and 4 individuals are believing in
Robotic assistance in order to offer better luggage check-in and to have more effective boarding
procedure
Theme 3: Efficient security management behaviour and safety measures are necessary for
all airports to provide a more positive and safe atmosphere
Q3) Do you agree with the fact that having effective and more Frequency
13

efficient security management behaviour and safety measures are
necessary for all airports to provide a more positive and safe
atmosphere for its customers and staff ?
a) Agree 26
b) Disagree 4
Interpretation
It can be observed on the basis of above pasted pie chart that 26 respondents are agreed with
the fact that efficient security management behaviour and safety measures are necessary for all
airports to provide a more positive and safe atmosphere while 4 participants are also here who
disagreed with stated theme.
Theme 4: Effective security management behaviour and way that can be adopted by
International Heathrow airport to improve safety of its premises
Q4) Which is the most effective security management behaviour and
way that can be adopted by International Heathrow airport to
improve safety of its premises together with providing a faster and
smooth experience to customers?
Frequency
a) Countering Drones 8
b) Use of e-passports 5
c) Facial recognition software 10
d) Terahertz screening 7
14

Interpretation
Out of 30 respondents selected for this research, 8 respondents are there who believes
that countering drones is the most effective security management behaviour and way that can be
adopted by International Heathrow airport to improve safety of its premises together with
providing a faster and smooth experience to customers while 5 are in favour of use of e-
passports. Beside this, 10 participants believes that facial recognition system is an effective to
improve safety of its premises together with providing a faster and smooth experience to
customers where as 7 are in favour of Terahertz screening.
Theme 5: Possible impact lead by implementation of the new service luggage check-in
technologies in airport
Q5) What possible impact is lead by implementation of the new
service luggage check-in technologies in airport?
Frequency
a) Provide faster on boarding and check-in facility 10
b) Improving and optimising operations at airport 12
c) Enhancing travellers experience 8
15

Interpretation
With respect to above them it can be discussed that 10 respondents believes that
implementation of the new service luggage check-in technologies in airport provide faster on
boarding and check-in facility while 12 are in favour of Improving and optimising operations at
airport. Further, 8 participants are also there who believes that Enhancing travellers experience is
the possible impact is lead by implementation of the new service luggage check-in technologies
in airport.
Theme 6: Overall impact and influence is created by new service luggage check-in
technology and safety measures on the customers and security management
Q6) What overall impact and influence and created by new service
luggage check-in technology and safety measures on the customers
and security management of international Heathrow airport?
Frequency
a) Positive 22
b) Neutral 6
c) Negative 2
16

Interpretation
22 participants believes that positive impact and influence is created by new service luggage
check-in technology and safety measures on the customers and security management where as 6
individuals are in favour of neutral impact. Further, 2 respondents are also there who are in
favour of negative impact of new service luggage check-in technology and safety measures.
Evaluation of qualitative data
Theme 1: Necessary for International Heathrow airport to have better and more efficient
service luggage check-in technology and safety measures at its premises
Interpretation
In accordance with maximum number of participants it is necessary to have for international
Heathrow airport to have better and more efficient service luggage check-in technology and
safety measures at its premises as a large number of customers and staff visit at resides at airport
on a routine basis thus, to ensure a safe and better atmosphere at remises of airport, it is
necessary for International Heathrow airport.
Theme 2: Perceptive regarding the cyber security and other safety provisions to provide a
safe and sound premises at airport
Interpretation
Maximum number of respondents that includes staff of International Heathrow airport are having
a perceptive that cyber security and other safety provisions are essential for this organisation to
17

maintain confidentiality and protection of personal data and other important information of
customers and employees that ensures a safe and sound premises at airport.
Theme 3: The best check-in technology use of which can be made International Heathrow
airport to provide better and faster customer experience
Interpretation
Use of 3D screening system is supported by maximum number of respondents as the best check-
in technology use of which can be made by International Heathrow airport to provide better and
faster customer experience through easy and fast scanning of all bags and facilitating a better
check and control over boarding and loading of various substances that can be harmful or
unethical.
Research Findings
The main research findings that are evaluated from current research project includes the
fact that use of new and latest service luggage check-in technology is become essential for all
airport together with better safety measures and control to provide a safe and positive atmosphere
to customers. Further, it has been observed that there are various technology like Biometric
system, Artificial intelligence, 3D screening software and robotic assistance that facilitates a
more better and faster way of check-in and other boarding procedure at airport to eliminate the
high traffic and chaos at premises of airport. Further, these technologies also ensures a better
check and motoring on activity of customers and staff thus, safeguard premises from unethical
and harmful activities and substances. Beside this, it has been also observed that various new
technology and software are also there that facilitates better security management and safety at
airport that includes use of Countering Drones, E- passports, facial recognition and Terahertz
screening. The research findings for current investigation also includes knowledge about the
importance of cyber security and other safety provisions to facilitate a safe and sound premises
of airport that create positive impact on behaviour of customers and travellers.
Conclusion
On the basis of above research project it can be concluded that adoption of new and latest
service luggage check-in technology and security management creates a positive influences and
18

behaviour in customers through providing a fast and more smooth boarding procedure. Further,
use of technology like Countering Drones, E- passports, facial recognition and Terahertz
screening also ensures a more safe and secure atmosphere for customers and staff through
ensuring more better check and control over unethical and illegal activity. Use of various latest
check-in technology like Biometric system, Artificial intelligence, 3D screening software and
robotic assistance are also made by authority and staff of airport to ensure fast and smooth
function that eliminates high traffic at premises of airport. At also it can be summarised that
proper compliance of cyber security and other safety measures is become essential for airport to
provide a better and safe experience to customers and travellers.
Recommendation
On the basis of evaluation of above research findings following recommendations can be
made for International Heathrow airport to have better check-in technology and security
management behaviour at its premises to offer better and smooth customer experience:
 Use of 3D screening system is recommended for International Heathrow airport as it
facilitates better check and monitoring at airport through facility houses brand new hold-
baggage screening (HBS) machines, which scan bags before they’re loaded onto the
aircraft. Beside this, use of sensing heat emissions are also made by this machine to from
an individual’s body to visualize hidden objects thus, facilitates better check and control
over unethical activities to provide more safe atmosphere.
 Further, use of Biometric and face recognition system is also recommended for
International Heathrow airport as it facilitates a much faster and smooth on boarding and
check-in process which eliminates the chances of high traffic and chaos at premises of
airport. Further it also offer an efficient and much safer system in terms of security
through reducing chances of human intervention and error that facilitates less time
consuming and better experience for customers.
19

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Appendices
For the secondary data analysis
Author name Reason for selection
Anat Koren, 2019 The reason behind selecting this article is that it facilitates
better information about the top airport technology trends
thus, provide better information about implication of check-
in technology on airport.
Varsha Saraogi, 2019 This article is related with the impact of check in technology
in reducing cost of airport therefore, provide better
knowledge about the objective associated with impact of
check-in technology.
Clifton L. Smith, 2013 This publication is related with security management thus,
provide better information about the behaviour of security
management in context of implication of check-in
21

technology.
Jose I. Castillo Manzano, 2013 This article is presenting information about check in services
and its effect in passenger behaviour therefore this article is
evaluated to get better understanding about impact of
technology on behaviour of customer and security
management.
22