A new human-centric model of airport smart security system to enhance the passenger experience
Airports are becoming one of the dominant and preferred transport sectors that intensely improving their services and facilities to attract passengers as well as to improve their travel comfort and experience. In aviation industry, improving the passenger experience is often the primary objective of...
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| Main Author: | |
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| Format: | Thesis |
| Language: | English English |
| Published: |
2021
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| Subjects: | |
| Online Access: | http://eprints.utem.edu.my/id/eprint/26044/1/A%20new%20human-centric%20model%20of%20airport%20smart%20security%20system%20to%20enhance%20the%20passenger%20experience.pdf http://eprints.utem.edu.my/id/eprint/26044/2/A%20new%20human-centric%20model%20of%20airport%20smart%20security%20system%20to%20enhance%20the%20passenger%20experience.pdf |
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| Summary: | Airports are becoming one of the dominant and preferred transport sectors that intensely improving their services and facilities to attract passengers as well as to improve their travel comfort and experience. In aviation industry, improving the passenger experience is often the primary objective of the airport business to increase satisfaction and loyalty among passengers. There is a shortage of literature on the study of human centric design for passenger experience in airport industry order to replicate the findings in other industries. On top of that security has become the main concern as it involves in every phase of the passenger’s travel life-cycle from departure to arrival. However, the airport security process and services often impinge on the passenger experience. It is necessary to consider human perspective to model security infrastructure of airport in order to meet the physical and emotional expectation of the passenger. Up to this date, many studies have overlooked the aspect of human when it comes to the security system integration in an airport. Hence, the aim of this study is to develop a human-centric smart security system at the Dubai International Airport, the overall experience of the passengers can be improved as well as their satisfaction level can be increased. There are three objectives of this study. First, is to analyse the factors that influence passenger experience in using smart security system of airport. Second, is to design a new human-centric model that able to enhance the experience of passenger in using the smart security system of airport. Third, is to validate the human-centric model in enhancing the passenger experience. This study adopts a process base design consisting of three phases, which the first is analysis, second is the design and development while the third phase is evaluation and testing. The statistical data obtained are based on statistical package (SPSS) software. A survey was conducted with 400 respondents who experienced using the airport security system at the Dubai International Airport. To develop the human-centric model, data were analysed based on regression model to test the seven hypotheses. The results derived show that there are only six significant factors which are: 1) emotional/feeling (p <0.05, 0.009), 2) behaviour (p<0.005, 0.000), 3) needs and requirements (p<0.05, 0.004), 4) usability (p<0.05,0.00), 5) trust (p<0.05,0.00) and 6) ergonomic (p<0.05, 0.050) that affect the passenger experiences toward airport security system that focus on smart gate. There is one insignificant factor, which is cognitive (p >0.05, 0.819) towards passenger experiences. We then realised that the model with prototype of smart security gate. Finally, we evaluated the usability of the model through passenger who experience the prototype. The results show a strong agreement among the participants on the usefulness of the tool (65.58%), ease of use (57.70%), ease of learning (65.04%) and satisfaction (56.91%). In summary, the findings of the study will assist airport industry and authorities in UAE airport to better position their security |
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