Determinants of passengers’ choice of airline check-in services: A case study of American,Australian, Korean,and Taiwanese passengers |
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Authors: | Jin-Long Lu Jung Kyu Choi Wen-Chun Tseng |
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Institution: | 1. Department of Aviation and Maritime Management, Chang Jung Christian University, 396 Chang Rong Road, Section 1, Kway Jen, Tainan County, 711 Taiwan;2. Department of Aviation, The University of New South Wales, Department of Aviation, UNSW Sydney NSW 2052, Australia |
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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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