Article
A Kano Analysis on the adoption of self-service bag drops at Singapore Changi Airport
International Journal of Aviation Management
(2016)
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.
Article available at https://www.inderscienceonline.com/doi/abs/10.1504/IJAM.2016.079951
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
Disciplines
Publication Date
2016
DOI
10.1504/IJAM.2016.079951
Citation Information
Changhwan Yang and MICHAEL D SANTONINO III. "A Kano Analysis on the adoption of self-service bag drops at Singapore Changi Airport" International Journal of Aviation Management Vol. 3 Iss. 2-3 (2016) p. 150 - 171 Available at: http://works.bepress.com/Michael_D_Santonino_III/5/