Empirical Analysis of Passenger Self-Service Implementation in Cairo International Airport

Abstract

The purpose of this paper is to provide an empirical analysis an airport passenger operation and to improve its efficiency. An implementing was conducted to evaluate the quantitative and qualitative efficiency of the self-service check-in booth in Cairo International Airport. As community becomes more customary with new technologies, airlines and airports are using new steps to deliver faster and smother services to airline passengers. This study includes web check-in, mobile phone check-in, check-in kiosks, and personalized check-in methods. Data were collected at Cairo International Airport on several non-sequential days. The results showed that to create satisfaction with the check-in process, e-check-in appears to play an important role as it reduces waiting times. However the new procedures are not trusted completely, so operated check-in steps are still needed. Self-check-in steps appear more important for passengers. Furthermore, web check-in appears to be a more common method, especially for travelers aged 35-44 years. Introduction New self-service check-in methods have been introduced by airports and airlines in recent years, starting with check-in kiosks, which are now ubiquitous. Newer technologies allow check-in on the web or even using a mobile phone. The advantages of these new check-in methods include reducing crowding in airport halls and faster check-in procedures for passengers. The research underlying this paper focused on finding differences in travelers' acceptance of and satisfaction with different check-in procedures. Different check-in methods were evaluated concerning their attractiveness and passengers' satisfaction or dissatisfaction with them. The research aims to understand whether new check-in procedures are trusted quickly and if travelers prefer them. To this end, results were analyzed by age group and Flight class. The underlying analysis was based on these questions: 1. Are travelers in general reluctant to use new check-in methods that employ new technologies? 2. Do differences exist in travelers' uptake of these methods, depending on age? 3. Do differences exist in the uptake of these methods, depending on Flight class? As a limitation of this underlying research it has to be mentioned that passengers will gradually get used to new check-in methods and different check-in possibilities will be common in the future. Assuming this evolution occurs, future results from a similar survey might produce greater differences compared to these findings. As the service industry resumes expanding, airlines have a desire to computerize procedures in order to reduce operational costs, increase rate of transactions and remove the variability in the human service encounter. Airport self-service technology is used to reduced cost and increase revenue (Curran, 2003) while also improving customer service (Beatson, 2007). Self-service technology provides both passengers and airlines with many benefits; however there are often restrictions that force a load upon both parties causing each user to