Empirical analysis of a self-service check-in implementation in Singapore Changi Airport
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 simula...
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| Main Authors: | , , , |
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| Other Authors: | |
| Format: | Article |
| Language: | English |
| Published: |
2014
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| Subjects: | |
| Online Access: | https://hdl.handle.net/10356/100814 http://hdl.handle.net/10220/19686 |
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| Institution: | Nanyang Technological University |
| Language: | English |
| Summary: | 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. |
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