The airline industry employs a variety of self-service technologies (including kiosks and web check-in services) that can increase efficiency and save time for passengers, mainly due to the fact that air passengers can complete their check-in procedures by themselves. Since the self-service check-in has not been widely utilized in Taiwan, this study mainly investigated factors that influence the willingness to pay (WTP) for choosing counter check-in services. Due to a large portion of our survey air passengers (58.5%) being unwilling to pay any fee at all, the spike model was adopted with a triple bound dichotomous choice survey in order to avoid estimation errors. Two types of trip lengths, short and medium/long, were investigated to gain insights into the effects of distance on the willingness to pay (WTP) for choosing counter services. The estimation results showed that the WTP for medium/long distances was higher than short distances. These findings could be used to guide managerial strategy as well as future research.
Pham Thi Thu Thuy selected and summarized from the source: https://db.vista.gov.vn:2095/science/article/pii/S096585641730160X