A simulation template framework to evaluate customers' check-in experience

Customer satisfaction is an important aspect for airlines to be competitive and to generate revenue. New airline policies and additional service fees have impacted customer segmentation, and as a result, customers are confused and misled to join wrong check-in queues. The additional time spent by joining the wrong queue and the inconveniences experienced by customers at the airport check-in system are of big concern to airlines. New ways are attempted by different airlines to ensure customer satisfaction and to manage customers effectively. One of the approaches that will benefit airlines is to study and assess the impact of segmentation on customers' check-in experience and its effect of queue pollution (selecting the wrong queue to complete their check-in transaction). The check-in process and configuration tends to change and often new models are developed to address the same type of questions generated by the airlines.;Therefore, the purpose of this research is to demonstrate the feasibility of designing and developing a decision-making reusable template framework with a user interface to evaluate the check-in performance. The proposed framework is a flexible decision support system which allows an airline to assess its check-in performance. It helps the airline to perform what-if scenarios by varying the check-in parameters and allows making business decisions to enhance customer satisfaction.