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: 1-十月-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
顯示於類別:期刊論文


文件中的檔案:

  1. 000259018700013.pdf