The Passenger Decision Making Mechanism of Self service Kiosk at the Airport
We examine how individuals decide to use self service technology. The decisions made by individuals between options of service are to be located in various contexts, including that of their traits. We focus on the check in process for air travelers at the airport and map the actual existing world onto the experimental space to represent the decision making process in an agent based model (ABM) Real world data, taken from an airline's system, is used to verify and validate the model. A cognitive model is implemented in ABM, which utilizes a fuzzy inference system to model each agent's choice. Passenger behavior is carefully designed based on the knowledge of experienced front line airport customer service experts and is also reviewed and clarified by on site observations. We also discuss how to validate the effectiveness of ABM in the end.
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