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

摘要

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.