Original scientific paper
Empirical Analysis of a Self-service Check-in Implementation in Singapore Changi Airport
CKM Lee
; Department of Industrial and Systems Engineering, The Hong Kong Polytechnic University, Hong Kong
Yuankei Ng
; Division of Systems and Engineering Management, School of Mechanical and Aerospace Engineering, Nanyang Technological University
Yaoqiong Lv
; Division of Systems and Engineering Management, School of Mechanical and Aerospace Engineering, Nanyang Technological University
Park Taezoon
; Department of Industrial Information Systems Engineering, College of Engineering, Soongsil University
Abstract
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.
Keywords
Self-Service Check-In; Technology Acceptance Model; Airport operations; Simulation
Hrčak ID:
160704
URI
Publication date:
1.1.2014.
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