Integrating SSTQUAL, Kano Model and Attractiveness Engineering to Analyze User’s Emotional Needs in Self Check-in Service

Hsuan Min Hsu, Hsi Jen Chen

Research output: Chapter in Book/Report/Conference proceedingConference contribution

Abstract

As “smart airport” serve as a final goal of every airport, self-service technology (SSTs) become widely used in every airport. However, in Taiwan’s airport, only 20% of people use kiosks (automated self-service check-in machines). From a perspective of design, human’s perception of value has been changed due to market dynamics and challenges. The functionality and usability are no longer prominent success factors in product and service design. Instead, people are more expecting to perceive value, enjoyment, or experience while using products or services. This paper aimed at (i) using SSTQUAL and kano model to identify and prioritize user’s needs about airport kiosk, then (ii) build the relationship between emotional feeling and service attributes under the framework of attractiveness engineering, and using quantification theory type-I to quantify the correlation. Research result indicates sense of relax, relieve, convenience and enjoyment are the most important feelings during using kiosks. Service providers can enhance these feelings by ameliorate some kiosks’ function such as providing double-check system.

Original languageEnglish
Title of host publicationHuman-Computer Interaction. Theory, Methods and Tools - Thematic Area, HCI 2021, Held as Part of the 23rd HCI International Conference, HCII 2021, Proceedings
EditorsMasaaki Kurosu
PublisherSpringer Science and Business Media Deutschland GmbH
Pages439-450
Number of pages12
ISBN (Print)9783030784614
DOIs
Publication statusPublished - 2021
EventHuman Computer Interaction thematic area of the 23rd International Conference on Human-Computer Interaction, HCII 2021 - Virtual, Online
Duration: 2021 Jul 242021 Jul 29

Publication series

NameLecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
Volume12762 LNCS
ISSN (Print)0302-9743
ISSN (Electronic)1611-3349

Conference

ConferenceHuman Computer Interaction thematic area of the 23rd International Conference on Human-Computer Interaction, HCII 2021
CityVirtual, Online
Period21-07-2421-07-29

All Science Journal Classification (ASJC) codes

  • Theoretical Computer Science
  • Computer Science(all)

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