標題: | Do airline self-service check-in kiosks meet the needs of passengers? |
作者: | Chang, Hsin-Li Yang, Cheng-Hua 運輸與物流管理系 註:原交通所+運管所 Department of Transportation and Logistics Management |
關鍵字: | self-service kiosks;Ridit analysis;importance-performance analysis |
公開日期: | 1-Oct-2008 |
摘要: | This study aims to (i) explore the importance and performance of services provided by kiosks and (ii) identify managerial strategies to increase kiosk attractiveness in order to be a viable option for passengers. The service attributes influencing service quality were first determined via the critical incident technique (CIT), following which a questionnaire was designed for data collection. Relative to an identified distribution (Ridit) values were applied to conduct the importance-performance analysis (IPA) rather than the mean values of raw ordinal scores. Our results indicate that potential kiosk users expect their check-in environment to be highly controlled. Airlines may mitigate frequent flyers' resistance to kiosks by providing additional benefits |
URI: | http://dx.doi.org/10.1016/j.tourman.2007.12.002 http://hdl.handle.net/11536/14216 |
ISSN: | 0261-5177 |
DOI: | 10.1016/j.tourman.2007.12.002 |
期刊: | TOURISM MANAGEMENT |
Volume: | 29 |
Issue: | 5 |
起始頁: | 980 |
結束頁: | 993 |
Appears in Collections: | Articles |
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