Impact of Luggage Check-in Tech on Heathrow Airport Security

This project examines the impact of implementing service luggage check-in technology on customer behavior and security management at International Heathrow Airport. The research explores the current state of airport security, including the use of 3D scanning, biometric systems, and artificial intelligence to improve the check-in process and enhance security measures. The study investigates the benefits of these technologies, such as reduced check-in times, improved luggage handling, and enhanced security protocols. The project also delves into the ethical considerations, research methodology, data collection, and analysis used to assess the impact of these technologies on both customers and security personnel. The findings discuss the practical implications of technology adoption in the context of customer experience and security management. The research aims to provide recommendations for airports seeking to enhance their operations through technological advancements.

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.
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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?
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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
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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.
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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
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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.
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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.
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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
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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
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