The Passenger Decision Making Mechanism of Self-service Kiosk at the Airport

Ueda, Keiichi; Kurahashi, Setsuya

doi:10.1007/978-3-319-61572-1_11

Cited by 5 publications

(5 citation statements)

References 7 publications

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“…The results of experiments with the SST adoption model [18,22] closely reproduce the real-world situation and indicate that there is room for improvement. In section 3.1, we focus on individuals who have not determined their attitude toward SST and their decision-making, by using a detailed analysis of the data from the records of the airline system.…”

Section: Enhancing Sst Adoption Abmmentioning

confidence: 86%

“…The replicated SST adoption model [22] introduces the concept of an attitudinal model of [11], which claims that the attitude and intention of using the SST directly influences several moderating variables such as consumer traits and situational factors.…”

Section: Model Developmentmentioning

confidence: 99%

“…The SST adoption model [18,22] was used to conduct simulation experiments with actual data collected from an airline and approximated the experimental space to the real world ( Table 2). These models were validated by comparing the selfservice usage rate of the simulation results against the actual recorded activity, under different circumstances and various patterns of passenger volume and arrival timing ( Table 1).…”

Section: Topics Of Related Workmentioning

confidence: 99%

“…We compared the results of the simulation with those obtained in the real world, and showed that they are almost identical to each other. However, the experimental results showed that the replicated model, which introduces individual traits, has a slightly higher RMSE against the real world than the original model [22]. Another measure is the correct prediction rate of SST usage, which is calculated by logistic regression.…”

Section: Summary Of Scenario Analysismentioning

confidence: 99%

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Agent-Based Self-Service Technology Adoption Model for Air-Travelers: Exploring Best Operational Practices

Ueda

Kurahashi

2018

Front. Phys.

Self Cite

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The continuous development of the service economy and an aging society with fewer children is expected to lead to a shortage of workers in the near future. In addition, the growth of the service economy would require service providers to meet various service requirements. In this regard, self-service technology (SST) is a promising alternative to securing labor in both developed and emerging countries. SST is expected to coordinate the controllable productive properties in order to optimize resources and minimize consumer stress. As services are characterized by simultaneity and inseparability, a smoother operation in cooperation with the consumer is required to provide a certain level of service. This study focuses on passenger handling in an airport departure lobby with the objective of optimizing multiple service resources comprising interpersonal service staff and self-service kiosks. Our aim is to elucidate the passenger decision-making mechanism of choosing either interpersonal service or self-service as the check-in option, and to apply it to analyze several scenarios to determine the best practice. The experimental space is studied and an agent-based model is proposed to analyze the operational efficiency via a simulation. We expand on a previous SST adoption model, which is enhanced by introducing the concept of individual traits. We focus on the decision-making of individuals who are neutral toward the service option, by tracking the actual activity of passengers and mapping their behavior into the model. A new method of validation that follows a different approach is proposed to ensure that this model approximates real-world situations. A scenario analysis is then carried out with the aim of exploring the best operational practice to minimize the stress experienced by the air travelers and to meet the business needs of the airline managers at the airport. We collected actual data from the Departure Control System of an airline to map the real-world data to the proposed model. Passenger behavior was extracted by front-line service experts and clarified through consecutive on-site observations.

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Section: Enhancing Sst Adoption Abmmentioning

confidence: 86%

Section: Model Developmentmentioning

confidence: 99%

Section: Topics Of Related Workmentioning

confidence: 99%

Section: Summary Of Scenario Analysismentioning

confidence: 99%

See 2 more Smart Citations

Agent-Based Self-Service Technology Adoption Model for Air-Travelers: Exploring Best Operational Practices

Ueda

Kurahashi

2018

Front. Phys.

Self Cite

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“…Therefore, it is possible to say that people mover system is one of the oldest technology used at airports (Sproule, 2009). Nevertheless, new ICT technologies are more recent, and in particular self-service technologies, which are becoming the "new standard" at airports allowing passengers different choices based on their preference (Ueda & Kurahashi, 2016). These technologies are used at different passenger processes like check-in (Bruno et al, 2019); biometric control systems, facial recognition systems and automated border control systems (Oostveen et al, 2014;Duman, 2019;Kim et al, 2019;Negri et al, 2019); and baggage handling (Kim et al, 2017).…”

Section: Information Communication Technologies (Ict)mentioning

confidence: 99%

Innovation at Airports: A Systematic Literature Review (2000–2019)

2021

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Airports operate in a highly-competitive and challenging environment. Therefore, in order to remain competitive, innovation is imperative for airports. This paper aims to conduct academic research into innovation at airports by reviewing studies published from 2000 to 2019 for presenting key findings. A systematic literature review was made based on scientific papers indexed in Scopus with the keywords innovation and airport in the title, abstract or keywords sections, consolidating the innovation focus, approach and degree discussed with respect to innovation areas and territorial focal points. Consequently, it was found that research on airport innovation is: (i) mainly focused on products/services, (ii) concerned with leveraging ICT (Informatıon Communication Technology), (iii) implemented ad-hoc without a consolidated strategic approach, and (iv) lacks the input of external innovation scholars and specialists.

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How Can We Utilize Self-service Technology Better?

Ueda

Kurahashi

2018

Lecture Notes in Computer Science

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The Passenger Decision Making Mechanism of Self-service Kiosk at the Airport

Cited by 5 publications

References 7 publications

Agent-Based Self-Service Technology Adoption Model for Air-Travelers: Exploring Best Operational Practices

Agent-Based Self-Service Technology Adoption Model for Air-Travelers: Exploring Best Operational Practices

Innovation at Airports: A Systematic Literature Review (2000–2019)

How Can We Utilize Self-service Technology Better?

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