Empirical analysis of a self-service check-in implementation in Singapore Changi Airport

Ka Man Lee, Yuankei Ng, Yaoqiong Lv, Park Taezoon

Research output: Journal article publicationJournal articleAcademic researchpeer-review

9 Citations (Scopus)

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 selfservice 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 checkin booth's operation is generally efficient based on quantitative and qualitative analysis, providing a recommendable service to customers.
Original languageEnglish
Pages (from-to)33-44
Number of pages12
JournalInternational Journal of Engineering Business Management
Volume6
Issue number1
DOIs
Publication statusPublished - 7 Mar 2014

Keywords

  • Airport operations
  • Self-service check-in
  • Simulation
  • Technology acceptance model

ASJC Scopus subject areas

  • Organizational Behavior and Human Resource Management
  • Management Science and Operations Research

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