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Determinants of passengers’ choice of airline check-in services: A case study of American, Australian, Korean, and Taiwanese passengers

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  • Lu, Jin-Long
  • Choi, Jung Kyu
  • Tseng, Wen-Chun

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.

Suggested Citation

  • Lu, Jin-Long & Choi, Jung Kyu & Tseng, Wen-Chun, 2011. "Determinants of passengers’ choice of airline check-in services: A case study of American, Australian, Korean, and Taiwanese passengers," Journal of Air Transport Management, Elsevier, vol. 17(4), pages 249-252.
    • Handle: RePEc:eee:jaitra:v:17:y:2011:i:4:p:249-252
    DOI: 10.1016/j.jairtraman.2010.12.011
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    References listed on IDEAS

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    1. Lu, Jin-Long & Chou, Hung-Yen & Ling, Pei-Chuan, 2009. "Investigating passengers' intentions to use technology-based self check-in services," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 45(2), pages 345-356, March.
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    Cited by:

    1. Wen, Chieh-Hua & Huang, Chia-Jung & Fu, Chiang, 2020. "Incorporating continuous representation of preferences for flight departure times into stated itinerary choice modeling," Transport Policy, Elsevier, vol. 98(C), pages 10-20.
    2. Jong-Hyeon Kim & Jin-Woo Park, 2019. "The Effect of Airport Self-Service Characteristics on Passengers’ Perceived Value, Satisfaction, and Behavioral Intention: Based on the SOR Model," Sustainability, MDPI, vol. 11(19), pages 1-17, September.
    3. Kuo, Chung-Wei & Jou, Rong-Chang, 2018. "Air passengers’ willingness to pay for counter check-in services," Transportation Research Part A: Policy and Practice, Elsevier, vol. 107(C), pages 203-215.
    4. Gures, Nuriye & Inan, Hilal & Arslan, Seda, 2018. "Assessing the self-service technology usage of Y-Generation in airline services," Journal of Air Transport Management, Elsevier, vol. 71(C), pages 215-219.
    5. Loh, Hui Shan & Yuen, Kum Fai & Wang, Xueqin & Surucu-Balci, Ebru & Balci, Gökcay & Zhou, Qingji, 2020. "Airport selection criteria of low-cost carriers: A fuzzy analytical hierarchy process," Journal of Air Transport Management, Elsevier, vol. 83(C).
    6. Ku, Edward C.S. & Chen, Chun-Der, 2013. "Fitting facilities to self-service technology usage: Evidence from kiosks in Taiwan airport," Journal of Air Transport Management, Elsevier, vol. 32(C), pages 87-94.

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