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

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Human-Computer Interaction. Theory, Methods and Tools (HCII 2021)

Part of the book series: Lecture Notes in Computer Science ((LNISA,volume 12762))

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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.

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Authors and Affiliations

  1. National Cheng Kung University, Tainan City 701, Taiwan

    Hsuan-Min Hsu & Hsi-Jen Chen

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  1. Hsuan-Min Hsu
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  2. Hsi-Jen Chen
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Correspondence to Hsi-Jen Chen .

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Editors and Affiliations

  1. The Open University of Japan, Chiba, Japan

    Masaaki Kurosu

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Hsu, HM., Chen, HJ. (2021). Integrating SSTQUAL, Kano Model and Attractiveness Engineering to Analyze User’s Emotional Needs in Self Check-in Service. In: Kurosu, M. (eds) Human-Computer Interaction. Theory, Methods and Tools. HCII 2021. Lecture Notes in Computer Science(), vol 12762. Springer, Cham. https://doi.org/10.1007/978-3-030-78462-1_34

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  • DOI: https://doi.org/10.1007/978-3-030-78462-1_34

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-030-78461-4

  • Online ISBN: 978-3-030-78462-1

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