Acceptance of self-service check-in at Zurich airport

Abstract

This paper deals with air travelers' acceptance of self-service check-in (e-check-in). As society becomes more familiar with new technologies, airlines and airports are using new procedures to deliver faster and smother services to airline passengers. This study includes web check-in, mobile phone check-in, check-in kiosks, and personalized check-in methods. Data were collected at Zurich airport on several non-consecutive days. The Kano method was used to analyze the satisfaction of air travelers with check-in and to assess any differences related to travel purpose and age of customers. The findings showed that to create satisfaction with the check-in process, e-check-in appears to play an important role as it reduces waiting times. However the new procedures are not trusted completely, so operated check-in procedures are still needed. Self check-in procedures appear more important for business than for leisure travelers. Furthermore, web check-in appears to be a more common method, especially for travelers aged 31-40 years.