Researching Traveller Satisfaction: The Impact of E-Passports

This research proposal explores the impact of electronic passports (e-passports) on traveller satisfaction, examining how this technology influences the overall travel experience. The proposal outlines a study using quantitative research methods, including questionnaires with a sample size of 30, to assess passenger satisfaction levels at entry and exit points and analyze the role of e-passports in developing facial recognition technology. It includes a literature review covering the application of technology in the travel and tourism sector, the functionality of e-passports, and factors influencing traveller satisfaction. The research aims to identify the influence of e-passports on maximizing traveller satisfaction, considering aspects such as reduced wait times and enhanced security. Ethical considerations are addressed, ensuring data collection respects participant perceptions and values. The research uses both primary and secondary data sources, with data analysis conducted using a thematic approach, and is estimated to take three months with a cost of approximately £200.

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Research Proposal Template
Task 1.4
 Title or Topic:
“Travellers satisfaction with E-Passport”.
 Brief Introduction:
Electronic passports can be defined as biometric passport consist with an electronic
microprocessor chip that carries biometric data which could be used to attest/assess the identity of the
individual (passport holder). Basically, this came up in 2005 and at the moment (in all over the world)
approximately 150 states has issued the same in 2018. It has been analysed that, Malaysia was the first
country which used issued Electronic passports in 1998. Along with this, it can be said that since new
technique came in front of public, it has directly attracted travellers and enhanced their satisfaction
level. This has given them benefits like digital fingerprints which could be stored in online database.
With the help of this, travellers can move from one country to another without waiting in que for
verification. Therefore, it can easily be said that biometric passport is rapidly helping people (travellers)
to get time for themselves without waiting for their turn related to verification.
 Research Question or Hypothesis:
1.
 Aims and Objectives: “To identify the influence of E-Passport on maximising traveller
satisfaction.” A study on ePassport gates in UK.
Objectives
1. To study about the concept of E-Passport to understand the travellers satisfaction level.
2. To asses the level of passenger satisfaction at port of entry and exit.
3. To analyse the impact of E-Passport on satisfaction of travellers.
4. To ascertain the importance of E-Passport in development of facial recognition gates.
Questions

1. What is the concept of E-Passport to understand the travellers satisfaction level ?
2. Explain the level of passenger satisfaction at port of entry and exit ?
3. What is the impact of E-Passport on satisfaction of travellers ?
4. Analyse the importance of E-Passport in development of facial recognition gates ?
Rationale: (Task 1.2)
Basic reason behind conducting the investigation is that, digital tools and techniques are rapidly
taking over all the traditional approaches which were used by people in all the sectors. In the same way,
e-passport can also be considered as one of a crucial technique which has helped people from moving
all over the world without getting stressed out of long ques where individual has to wait for proper
verification. Basically, data has been specifically collected considering the structured format, which will
directly aid in enhancing knowledge about research tools and techniques and about travellers
satisfaction. It is being found that, life has been busy which directly shows that there is no time for
waiting in a que. Along with this, data which has been collected is from primary data where data got
collected from public only based on their interests. Along with this, overall investigation will take
approximately 3 months and it will cost to researcher around £200.
Purpose, Scope and importance of the research
Basically, the main reason behind conducting this research is that to analyse the influence of E-
Passport on maximising traveller satisfaction. It is being analysed that from past two decades, online
systems has become influential and improvised overall things like money transfer and many other things
as well. In the same way, use of e-passport has also got enhanced which led investigator to conduct
investigation on the chosen topic. This led researcher to choose this topic which will enhance the
knowledge as well. In near future, this research will aid in enhancing the knowledge of both travellers
and of research conductors as well.
Research Interest
The reason behind why investigator has chosen this topic is because of the self interest. Since
internet has changed the whole scenario of working, it has also affected other areas as well and leading
people to change traditions into a digitalised world.

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Access to Primary data:
Since there will be less time to conduct the whole investigation, report is going to be conducted
on hypothetical basis. This will aid in focusing upon some of time taking approaches and i.e.
questionnaire.
Feasibility:
Researcher is going to use both primary and secondary data resources in order to conduct the
investigation. Along with this, the whole research will 3 months to get completed. On the other hand,
research is going to cost approximately to 200 Pounds Sterling.
 Literature Review (Also answer for task 1.3)
Influence and application of Technology in Travel and Tourism Sector
Technology has eased activities of choosing destination, making reservations and gain
other information in a quick manner. It has provided positive results in the form of increased
profits in travel and tourism industry. It can be applied through number of ways such as mobile
technology, augmented reality, internet, virtual assistance and many more. Basically, the
significance of applying the technology and within travel and tourism industry is to enhance the
experience of people (tourists) that are moving from one place to another.
Literature Review
One Paragraph on e-Passport
According to (Aggarwal, (2011), E-Passport are made advanced mechanism by lodging a
chip which can be used at automated e-Passport gates. The chip holds informations like
holder's name, DOB, and other related data. A valid citizen of UK, France, Belgium, Denmark,
Sweden, Korea, Singapore and USA can get e-Passport. If increases safety and save in time. The
operations are done electronically which is safe to use and contain data.
Travellers Satisfaction
Considering the Travellers' satisfaction refers to fulfilment of their wants and needs for
the money they have paid to avail number of services. Traveller look for variety of options
before choosing one hotel. This can either give them good experience or a bad one. It they are
happy then it is assumed that they are satisfied otherwise not.

To analyse the impact of E-Passport on satisfaction of travellers.
Based on the information given by Alexander, (2016), e-passports are being used in
millions of units in real world conditions, it is of utmost importance to solve its weakest security
point, which is currently the application process and issuance, but also to strengthen the
confidence in this so-called secure document by filling the gaps of the breeder documents and
ensuring a respect of privacy. Addressing this weakness will have a major impact on the
political, societal and economic level:
impact of E-Passport on satisfaction of travellers.
As given by Charles Jr, Schmidheiny and Watts, (2017), in order to get the deeper knowledge,
Two Factor Theory by Frederick Herzberg has been used which consist with
two major factors like satisfaction and dissatisfaction which plays a crucial
role for aviation industry. Along with this, different authors have defined it in number of
meanings which can be applied in variety of situations. Effective decisions can be taken is Two
Factor Theory with the help of this, which forecasts number of restrictions of e-Passport in
order to increase travellers' satisfaction. Furthermore, it have positive influence on travellers
holding e-Passport so that they can motivate other to have one. Along with this, digital natives
and millenniums are the individuals who basically presents themselves considering digital tools
and techniques and who travels a lot for different purposes. Therefore, it can easily be said that
satisfaction level of themselves will directly enhance in specified time frame due to proper
implication e-Passport in all over the world.
Henceforth, it can easily be said that e-passport would help whole world to become
much more digitalised than it was before.
 Research Methodology (1.4)
While completing a research, it is very much important for a researcher to perform
it according to the research methodologies, so that the work get completed in systematic
manner, so in order to conduct the research on Travellers satisfaction with E-Passport, the
investigator has taken the quantitative research which will help the researcher to collect and
gather the useful information on the specific topic (Benn, Edwards and Williams, 2014). Along
with this the sample size taken in the current research is 30, in which the public has been

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considered as the responders to answer the sets of questions made by the investigator on
which random sampling is to be done. The investigator has been used the primary and
secondary methods to collect and assemble the authentic information for the particular topic,
so that they can collect authenticated information for completing the research. In this,
primary method is chosen to make questionnaire and the secondary methods is to be used in
the part of literature Review of the research. The above all the information which as been
explained in the research along with the data and information which is gathered by the
investigator is collected ethically (Bolman and Deal, 2017). The information which is gathered
by the researcher is having the best quality and integrity. Along with this, the investigator
ensure that they will not harm to any of their participants. The research is independent and
impartial.
Along with this, questionnaire is going to be prepared considering the travellers (digital
natives and millenniums) as 50 respondents. This will aid in developing the questionnaire in a
rightful manner and will help in enhancing the authenticity too. Away with this, data analysis is
going to be done considering the thematic approach.
If it is talked about, research ethics than the research conductor has kept its focus on
perceptions, values and more of public while conducting the investigation. This would help in
conducting the investigation, in much more rightful manner.

 References
Aggarwal, R., 2011. Developing a global mindset: Integrating demographics, sustainability, technology,
and globalization. Journal of Teaching in International Business. 22(1). pp.51-69.
Alexander, A., 2016. The study of British retail history. The Routledge Companion to Marketing History,
p.155.
Crane, A. and Matten, D., 2016. Business ethics: Managing corporate citizenship and sustainability in the
age of globalization. Oxford University Press.
Benn, S., Edwards, M. and Williams, T., 2014. Organizational change for corporate sustainability.
Routledge.
Bolman, L. G. and Deal, T. E., 2017. Reframing organizations: Artistry, choice, and leadership. John Wiley
& Sons.
Charles Jr, O. H., Schmidheiny, S. and Watts, P., 2017. Walking the talk: The business case for sustainable
development. Routledge.
 Appendix

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