Matching Items (3)
Description
The focus of this study is on evaluating the perceived service quality of a passenger using Self Service Technologies (SST) based service delivery systems at airports. Previously, studies have been conducted to evaluate the benefits of these service delivery systems for the service providers and in theory, the benefits the passengers or customers may receive from using these SSTs. However, not much research has been done comparing the benefits passengers perceive from the SSTs and how the same compares with the benefits perceived by passengers while using a conventional service-employee based service delivery system, for example, manned check-in desks at airports. The data for the study was collected by surveying passengers using the scale questionnaire designed by Lin and Hsieh in 2011, named SSTQUAL (Self Service Technologies Quality), to evaluate service quality delivered by SST based service delivery systems in terms of perceived functionality, enjoyment, design-assurance-convenience, security/privacy and customization. These different dimensions were compared among passengers who utilized Self Service Kiosks (SSKs) and passengers who used check-in-desks to check their luggage in. The data derived from the responses was analyzed using Multivariate Analysis of Variance (MANOVA) to compare the between-subject effects of the dimensions as well as the overall multivariate significance in the difference between the service quality perceived between the two check-in methods. It was found that though the cumulative perceived service quality was not influenced by the method of check-in, individual service quality dimensions like Enjoyment, Design, Convenience and Assurance were influenced by the check-in method. Positive correlation was also established between the method of check-in and customer behavioral intentions of recommending and using the respective airline’s service again as well as going through the process of using the respective airline’s SST again.
Keywords: Self-Service Technologies, SSTQUAL, service-quality parameters, self check-in kiosks, manned check-in desks, technological readiness, customer behavioral intentions, MANOVA.
Keywords: Self-Service Technologies, SSTQUAL, service-quality parameters, self check-in kiosks, manned check-in desks, technological readiness, customer behavioral intentions, MANOVA.
ContributorsSingh, Aditya (Author) / Niemczyk, Mary C (Thesis advisor) / Gray, Robert (Committee member) / Hartman, James (Committee member) / Arizona State University (Publisher)
Created2018
Description
Previous literature was reviewed in an effort to further investigate the link between notification levels of a cell phone and their effects on driver distraction. Mind-wandering has been suggested as an explanation for distraction and has been previously operationalized with oculomotor movement. Mind-wandering’s definition is debated, but in this research it was defined as off task thoughts that occur due to the task not requiring full cognitive capacity. Drivers were asked to operate a driving simulator and follow audio turn by turn directions while experiencing each of three cell phone notification levels: Control (no texts), Airplane (texts with no notifications), and Ringer (audio notifications). Measures of Brake Reaction Time, Headway Variability, and Average Speed were used to operationalize driver distraction. Drivers experienced higher Brake Reaction Time and Headway Variability with a lower Average Speed in both experimental conditions when compared to the Control Condition. This is consistent with previous research in the field of implying a distracted state. Oculomotor movement was measured as the percent time the participant was looking at the road. There was no significant difference between the conditions in this measure. The results of this research indicate that not, while not interacting with a cell phone, no audio notification is required to induce a state of distraction. This phenomenon was unable to be linked to mind-wandering.
ContributorsRadina, Earl (Author) / Gray, Robert (Thesis advisor) / Chiou, Erin (Committee member) / Branaghan, Russell (Committee member) / Arizona State University (Publisher)
Created2019
Description
From 2001-2011, the General Aviation (GA) fatal accident rate remained unchanged (Duquette & Dorr, 2014) with an overall stagnant accident rate between 2004 and 2013. The leading cause, loss of control in flight (NTSB, 2015b & 2015c) due to pilot inability to recognize approach to stall/spin conditions (NTSB, 2015b & 2016b). In 2013, there were 1,224 GA accidents in the U.S., accounting for 94% of all U.S. aviation accidents and 90% of all U.S. aviation fatalities that year (NTSB, 2015c). Aviation entails multiple challenges for pilots related to task management, procedural errors, perceptual distortions, and cognitive discrepancies. While machine errors in airplanes have continued to decrease over the years, human error still has not (NTSB, 2013).
A preliminary analysis of a PC-based, Garmin G1000 flight deck was conducted with 3 professional pilots. Analyses revealed increased task load, opportunities for distraction, confusing perceptual ques, and hindered cognitive performance. Complex usage problems were deeply ingrained in the functionality of the system, forcing pilots to use fallible work arounds, add unnecessary steps, and memorize knob turns or button pushes.
Modern computing now has the potential to free GA cockpit designs from knobs, soft keys, or limited display options. Dynamic digital displays might include changes in instrumentation or menu structuring depending on the phase of flight. Airspeed indicators could increase in size to become more salient during landing, simultaneously highlighting pitch angle on Attitude Indicators and automatically decluttering unnecessary information for landing. Likewise, Angle-of-Attack indicators demonstrate a great safety and performance advantage for pilots (Duquette & Dorr, 2014; NTSB, 2015b & 2016b), an instrument typically found in military platforms and now the Icon A5, light-sport aircraft (Icon, 2016).
How does the design of pilots’ environment—the cockpit—further influence their efficiency and effectiveness? To explore the possibilities for small aircraft displays, a participatory design investigation was conducted with 9 qualified instrument pilots. Aviators designed mock cockpits on a PC using pictorial cutouts of analog (e.g., mechanical dials) and digital (e.g., dynamic displays) controls. Data was analyzed qualitatively and compared to similar work. Finally, a template for GA displays was developed based on pilot input.
A preliminary analysis of a PC-based, Garmin G1000 flight deck was conducted with 3 professional pilots. Analyses revealed increased task load, opportunities for distraction, confusing perceptual ques, and hindered cognitive performance. Complex usage problems were deeply ingrained in the functionality of the system, forcing pilots to use fallible work arounds, add unnecessary steps, and memorize knob turns or button pushes.
Modern computing now has the potential to free GA cockpit designs from knobs, soft keys, or limited display options. Dynamic digital displays might include changes in instrumentation or menu structuring depending on the phase of flight. Airspeed indicators could increase in size to become more salient during landing, simultaneously highlighting pitch angle on Attitude Indicators and automatically decluttering unnecessary information for landing. Likewise, Angle-of-Attack indicators demonstrate a great safety and performance advantage for pilots (Duquette & Dorr, 2014; NTSB, 2015b & 2016b), an instrument typically found in military platforms and now the Icon A5, light-sport aircraft (Icon, 2016).
How does the design of pilots’ environment—the cockpit—further influence their efficiency and effectiveness? To explore the possibilities for small aircraft displays, a participatory design investigation was conducted with 9 qualified instrument pilots. Aviators designed mock cockpits on a PC using pictorial cutouts of analog (e.g., mechanical dials) and digital (e.g., dynamic displays) controls. Data was analyzed qualitatively and compared to similar work. Finally, a template for GA displays was developed based on pilot input.
ContributorsConaway, Cody R (Author) / Gray, Robert (Thesis advisor) / Branaghan, Russell (Thesis advisor) / Gibb, Randall (Committee member) / Arizona State University (Publisher)
Created2016