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 self-service 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 check-in booth's operation is generally efficient based on quantitative and qualitative analysis, providing a recommendable service to customers.
Highlights
Singapore Changi International Airport handled a total of 37.7 million passengers and 1.857 million tons of cargo in 2008 [1]
From the results shown in figure 12, we are able to draw some conclusions based on the modified technology acceptance model (TAM) adopted by this research: 1) External variables are factors that influenced the perceived usefulness and ease of use of the self-service check-in (SSCI) booths
An attempt is made to investigate the actual improvement that SSCI booths brought to the passenger processing procedure
Summary
Singapore Changi International Airport handled a total of 37.7 million passengers and 1.857 million tons of cargo in 2008 [1]. Within a timeframe of less than three decades, Singapore Changi Airport has developed into a global leader in the airport industry This is because of its constant improvements in its operating procedures and constant upgrading of its facilities, so as to keep up with the everchanging consumer demand and trends, and to maintain their position as the top in the industry. SSCI booths provide passengers at the terminal with another alternative for checking-in. It provides the same services as at the check-in counter. To go to a single booth to obtain the boarding pass, and tag and check-in their own luggage at a fully-automated booth An example of such a facility is the one-stop SSCI booth at Dubai International Airport. This paper carries out an investigation of the efficiency of the SSCI booths in Singapore Changi Airport. A quantitative and a qualitative level of efficiency will be reviewed through the investigation
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