Empirical Analysis of a Self-Service Check-In Implementation in Singapore Changi Airport:

International Journal of Engineering Business Management

CKMLee¹ 

关键词: Self-Service Check-In;    Technology Acceptance Model;    Airport operations;    Simulation;   

DOI  :  10.5772/56962

学科分类：工程和技术（综合）

来源: Sage Journals

【 摘 要 】

The purpose of this paper is to provide an empirical analysis an airport passenger operation and to improve its efficiency. An investigation was conducted to evaluate the quantitative and qualitative efficiency of the self-service check-in booth in Singapore Changi Airport. Through Arena simulation software, this investigation gives an estimation of how much processing time and queuing time the self-service check-in booths have been reduced, providing a quantitative analysis of the self-service check-in booth. A modified technology acceptance model featuring a prediction of how well passengers accept this new concept has also been used in this investigation. The results show that the self-service check-in booth's operation is generally efficient based on quantitative and qualitative analysis, providing a recommendable service to customers.

【 授权许可】

CC BY