Determinants of passengers’ choice of airline check-in services: A case study of American, Australian, Korean, and Taiwanese passengers

Jin-Long Lu, Jung Kyu Choi and Wen-Chun Tseng

Journal of Air Transport Management, 2011, vol. 17, issue 4, 249-252

Abstract: This paper investigates factors that influence whether air travelers’ choose conventional counter or self-service check-in, including kiosk and web check-in. It uses data collected from American, Australian, Korean, and Taiwanese passengers. The data suggests that a passenger’s choice of check-in service is strongly dependent on nationality and previous experiences of checking-in; i.e. a cultural bias exists in the behavior of passengers using airline check-in services. Taiwanese passengers prefer to use the conventional counter check-in service but Korean, Australian and American air travelers use more self-service check-in facilities. The analysis also highlights that passengers’ perceptions of the attributes of the check-in service significantly determine their choice of check-in option.

Keywords: Choice of airline check-in services; Self check-in service; Cultural biases (search for similar items in EconPapers)
Date: 2011
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Citations: View citations in EconPapers (6)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:jaitra:v:17:y:2011:i:4:p:249-252

DOI: 10.1016/j.jairtraman.2010.12.011

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