Abstract
We examine how individuals decide to use self-service technology. The decisions made by individuals between options of service are to be located in various contexts, including that of their traits. We focus on the check-in process for air travelers at the airport and map the actual existing world onto the experimental space to represent the decision making process in an agent-based model (ABM). Real-world data, taken from an airline’s system, is used to verify and validate the model. A cognitive model is implemented in ABM, which utilizes a fuzzy inference system to model each agent’s choice. Passenger behavior is carefully designed based on the knowledge of experienced front-line airport customer-service experts and is also reviewed and clarified by on-site observations. We also discuss how to validate the effectiveness of ABM in the end.
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