How Passenger Decides Check-in Option at the Airport: Self-Service Technology Adoption Model in Passenger Process

• Ueda Keiichi

  Graduate School of Business Sciences, University of Tsukuba

• Kurahashi Setsuya

  Graduate School of Business Sciences, University of Tsukuba

Bibliographic Information

Other Title

• なぜ有人カウンタに行ってしまうのか：セルフサービスチェックイン機器利用の意思決定メカニズム

Abstract

This study intends to propose “Self-Service Adoption Model” by utilizing the knowledge and experiences of front line experts. We focus self-service kiosk for Full Service Carrier （FSC） passenger in the international passenger terminal. The Agent-Based Model has a fuzzy inference system to let agents choose a check-in option: a conventional style check-in or a self-service kiosk. The experiments are conducted with observed data， which are collected from the airline’s Departure Control System. We tried approximating the experimental space to the real world and evaluating the proposed model by measuring how it reproduces the observed self-service usage rate in the real world. This study also pursues the cost-effective feasible passenger service operation in an international passenger terminal building, which leads high usage of self-service kiosks. We prepare seven scenarios to discuss the most feasible way of passenger handling with the proposing “Self-Service Adoption Model”. Through the experiments, we found the objective target for the firm, which was the ratio of frequent self-service users and reaffirmed the role responsibility of a customer service representative, which needs proactive approach to the potential self-service users. We may expect that findings through this study are compatible to the other service industries. In addition, we discuss how the proposed model can be developed to business game and its contribution for local management of passenger service operation at the airport by implementing the concept of investment for personnel and the competition within industry.

Journal

• STUDIES IN SIMULATION AND GAMING

  STUDIES IN SIMULATION AND GAMING 24 (2), 1-15, 2017-03-31

  Japan Association of Simulation And Gaming

Keywords

• Self-Service Technology
• fuzzy
• aviation
• airline
• airport simulation
• Agent-Based Model
• scenario analysis
• diffusion
• innovation
• gaming
• business game

Details

• CRID: 1390845702310909056
• NII Article ID: 130007740956
• DOI: 10.32165/jasag.24.2_1
• ISSN: 24340472
• ISSN: 13451499
• Text Lang: ja
• Data Source:
  • JaLC
  • CiNii Articles
  • KAKEN
• Abstract License Flag: Disallowed