Title: A Kano analysis on the adoption of self-service bag drops at Singapore Changi Airport

Authors: Changhwan Yang; Michael D. Santonino III

Addresses: Société Internationale de Télécommunication Aéronautique (SITA), 770 Rue Sherbrooke West Suite 2300 Montreal, Quebec H3A 1G1, Montreal Canada ' Embry-Riddle Aeronautical University Worldwide, 600 South Clyde Morris Blvd., Daytona Beach, Florida 32114, USA

Abstract: Self-service technology has allowed air travellers to check-in without having to queue at operated counters. Baggage is identified as the biggest obstacle to achieving full self-service check-in. Research was conducted on a sample of 157 randomly selected passengers at Singapore Changi Airport. A Kano analysis (Kano, 1984; Zultner and Mazur, 2006) was used to analyse the customer satisfaction and customer value attributes for adoption of self-service bag drop (SSBD). The result showed passengers' higher satisfaction on SSBD than other baggage check-in methods while preference varied depending on age, travel purpose, etc. 'Reduce waiting time at check-in area' was answered as the primary reason for potential use of SSBD. Familiarity in using existing self-service channels was found to play a part in level of acceptance. This research can be used as a guideline for airlines and airports to rethink technology infrastructure with the growth of the Asian market.

Keywords: passenger satisfaction; customer satisfaction; airport baggage service; self-service bag drop; SSBD; automated bag drop; Singapore; Kano analysis; customer value attributes; waiting time; passenger check-in; airline passengers; technology acceptance.

DOI: 10.1504/IJAM.2016.079951

International Journal of Aviation Management, 2016 Vol.3 No.2/3, pp.150 - 171

Published online: 23 Oct 2016 *

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