Abstract
The Taoyuan International Airport in Taiwan encountered service capacity bottlenecks for insufficient facilities before COV-19 break. In order to increase the service capacity efficiency on check-in, security checks, and customs clearance, the Ministry of Transportation and Communications R.O.C. (MOTC), Taiwan, rerouted the airport traffic flow by implementing the in-town check-in (ITCI) concept to decrease crowding in the airport waiting hall. This research examined the structure of critical success factors (CSFs) for ITCIs, deriving three hierarchies of three dimensions, eight criteria, and 18 evaluation indexes from the previous literature, expert interviews, and analysis results from Analytic Network Process (ANP) via Super Decisions software. The three CSF dimensions were: first-level hierarchy “advantageous environments,” followed by “marketing” and “service value,” which is a second-level hierarchy. The study concluded that the third level item of “transferred vehicles system and management” can play an important key role in ITCTs and “users’ usage preference” has a high correlation to ITCT management strategy. Those findings are expected to be a valuable reference as operating guidelines for Taoyuan Airport MRT Company and management strategy for airport companies.
Highlights
Received: 23 November 2020Accepted: 22 December 2020Published: 28 December 2020Publisher’s Note: MDPI stays neutral with regard to jurisdictional claims in published maps and institutional affiliations.license.Taiwan is an island with limited natural resources yet a thriving import and export trade
This research was aimed at developing a measurable critical success factor (CSF) system to assist in comprehensively specifying the endowment structures, constructs, evaluation standards, and items to be assessed, such that the relationships among factors could conceptualize in-town check-in (ITCI) using limited resource investment and interface integration
The questionnaires covered the explanation of ITCI service CSF constructs, criteria, and items
Summary
Received: 23 November 2020Accepted: 22 December 2020Published: 28 December 2020Publisher’s Note: MDPI stays neutral with regard to jurisdictional claims in published maps and institutional affiliations.license (https://creativecommons.org/licenses/by/4.0/).Taiwan is an island with limited natural resources yet a thriving import and export trade. Among airports in Taiwan, international flights between Taipei and other countries mostly depart and arrive at Taiwan Taoyuan International Airport (TTIA). It is, Taiwan’s principal gateway to the rest of the world. The volume of passengers reached 144,263 on one day during the Spring Festival period in 2017, which was a new daily passenger record level [2]. This reflects the heavy burden that TTIA carries in air transportation.
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