Abstract
It takes a great deal of time for an airline passenger to go through the immigration process, security checks, and other airport-associated procedures. Furthermore, nowadays, large airports are competing to be hub airports, are striving to increase customer satisfaction, and wish to provide passengers with excellent travel experiences. When we reviewed airport processes in order to increase airport productivity and improve passenger convenience, we categorized passenger-related processes into three parts: passenger processing, guide services, and mobile services. In order to support a series of improvements in the process, a new paradigm, "Smart Airport Service Framework" is proposed to ensure faster service and greater convenience for passengers and improve work processes and resource utilization. As a part of this paradigm, and to meet the needs of passengers as regards mobile service, we reviewed a customer requirement analysis for smart phone applications using quality function deployment methodology. From this information, we drew the most necessary functions, such as the guide to airport amenities, and developed them, consequently enhancing passenger access to the airport IT systems, saving time, and increasing airport authority profits.
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