Acceptance of self service check-in at Zurich Airport
Type
conference paper
Date Issued
2010-07-06
Author(s)
Abstract
This paper is about the acceptance of self check-in services by air travelers at Zurich airport. As society becomes more familiar with new technologies, airlines and airports can use new procedures to deliver a faster and smother service to airline passengers. The underlying research focuses on e-check-in procedures like web check-in, mobile check-in, check-in kiosks and evaluates passenger satisfaction with the different check-in options. Furthermore, the personalized check-in was evaluated for comparing purposes. Data were collected at Zurich airport on several non consecutive days. The Kano method was used for the analysis of passenger satisfaction with the different check-in procedures. The satisfaction of air travelers is evaluated with respect to travel purpose and age of travelers. It is assumed that time needed at airports is an important driver of satisfaction. It appears that for business travelers self check-in procedures are more important than for leisure travelers. It is shown, that especially business travelers carry mobile phones which are compatible for mobile check-in, but they are not used to use it for check-in proposes and they are hesitant concerning towards it. With respect to age groups the results reveal that web-check-in becomes a more common way of check-in especially for the 31 - 40 years old travelers. Mobile check-in was not possible at Zurich airport at the time of the research
Language
English
Keywords
Check-in procedures
self service check-in
web check-in
mobile check-in
HSG Classification
contribution to scientific community
Refereed
Yes
Event Title
14th Air Transport Research Society (ATRS) Conference
Event Location
Porto, Portugal
Event Date
06.-09.07.2010
Subject(s)
Division(s)
Eprints ID
77027