The purpose of this paper is to provide an\nempirical analysis an airport passenger operation and to\nimprove its efficiency. An investigation was conducted to\nevaluate the quantitative and qualitative efficiency of the\nself-service check-in booth in Singapore Changi Airport.\nThrough Arena simulation software, this investigation\ngives an estimation of how much processing time and\nqueuing time the self-service check-in booths have been\nreduced, providing a quantitative analysis of the selfservice\ncheck-in booth. A modified technology acceptance\nmodel featuring a prediction of how well passengers\naccept this new concept has also been used in this\ninvestigation. The results show that the self-service checkin\nbooth�s operation is generally efficient based on\nquantitative and qualitative analysis, providing a\nrecommendable service to customers.
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