Determinants of passengers' choice of airline check-in services: a case study of American, Australian, Korean, and Taiwanese passengers
Date
2011
Authors
Lu, J.L.
Choi, J.K.
Tseng, W.C.
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Journal article
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Journal of Air Transport Management, 2011; 17(4):249-252
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Abstract
This paper investigates factors that influence whether air travelers' choose conventional counter or self-service check-in, including kiosk and web check-in. It uses data collected from American, Australian, Korean, and Taiwanese passengers. The data suggests that a passenger's choice of check-in service is strongly dependent on nationality and previous experiences of checking-in; i.e. a cultural bias exists in the behavior of passengers using airline check-in services. Taiwanese passengers prefer to use the conventional counter check-in service but Korean, Australian and American air travelers use more self-service check-in facilities. The analysis also highlights that passengers' perceptions of the attributes of the check-in service significantly determine their choice of check-in option
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Copyright 2010 Elsevier