 A Kano analysis on the adoption of self-service bag drops at Singapore Changi AirportChanghwan Yang and Michael D. Santonino Iii International Journal of Aviation Management, 2016, vol. 3, issue 2/3, 150-171 Abstract: Self-service technology has allowed air travellers to check-in without having to queue at operated counters. Baggage is identified as the biggest obstacle to achieving full self-service check-in. Research was conducted on a sample of 157 randomly selected passengers at Singapore Changi Airport. A Kano analysis (Kano, 1984; Zultner and Mazur, 2006) was used to analyse the customer satisfaction and customer value attributes for adoption of self-service bag drop (SSBD). The result showed passengers' higher satisfaction on SSBD than other baggage check-in methods while preference varied depending on age, travel purpose, etc. 'Reduce waiting time at check-in area' was answered as the primary reason for potential use of SSBD. Familiarity in using existing self-service channels was found to play a part in level of acceptance. This research can be used as a guideline for airlines and airports to rethink technology infrastructure with the growth of the Asian market. Keywords: passenger satisfaction; customer satisfaction; airport baggage service; self-service bag drop; SSBD; automated bag drop; Singapore; Kano analysis; customer value attributes; waiting time; passenger check-in; airline passengers; technology acceptance. (search for similar items in EconPapers) Downloads: (external link) Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:ids:ijavim:v:3:y:2016:i:2/3:p:150-171 Access Statistics for this article More articles in International Journal of Aviation Management from Inderscience Enterprises Ltd |
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