Introduction
The article by Kim et al. “A study on the effects of waiting time for airport security screening service on passengers” (2020) emotional responses and airport image’ involves four critical components that impact the development and operation of airports. These are the waiting time, airport security (screening), passengers’ emotional reactions, and the airport’s image. Kim et al. (2020) link these elements and state that the resolve by airports to strengthen security has attracted interventions by the management aimed at reducing overcrowding. However, they argue that the measures have been counterproductive as passengers encounter terrific inconveniences through a complex and time-consuming check-in process. Recently, there has been an upsurge in the number of passengers using air travel services to move from one point to another. The trend has caused airports to be crowded, leading to an increase in check-in time. Kim et al. (2020) argue that during security screening passengers are caused to suffer psychologically because of wasted time and boredom, which sway the image formed about the airport. Therefore, security screening and the total waiting time at airports negatively affect airlines, airport managers, and passengers.
Facts in the Article Supporting the Author’s Thesis
Airport security screening services are one of the determinants of customer satisfaction; there are current resources with the article that prove that point. The article indicates that research conducted by Gkritza et al. (2006) proved the fact that waiting time had the most significant impact on customer satisfaction. If customers experience stretched waiting times, their level of satisfaction is destabilized. The articles points relate to the course content as it mentions high influence of the security screening services in assessing airport services. This is one of the proofs of the current trend towards the use of laws in order to ensure safety, which is studied in detail in course content. Kim et al. (2020) further indicate that enhanced security screening causes more dissatisfaction. They further indicate that waiting time provides the first impression that informs a customer’s opinion on service provision and their level of satisfaction. If customers have to wait for a long time, the provider’s evaluation of service quality will be affected. Kim et al. (2020) state that once consumer satisfaction and corporate image are judged negatively, they become highly critical to a company’s success.
Even as it is unimaginable that businesses can provide services without waiting time, there are ways in which provide the time can be entirely removed. In research by Taylor and Baker (1987), mentioned in the Kim et al. (2020) article, the study results indicated the fact that once customers get exposed to a longer waiting time, they suffer tremendous stress caused by uncertainty and wastage of time. As a result, customers resort to conveying their frustration, uneasiness, bitterness, irritation, anxiety, humiliation, distress, dissatisfaction, and pessimism. Kim et al. (2020) argue that waiting time can either be actual or perceived and has a more substantial effect on customer satisfaction than the actual waiting time since “customers had no time on their side.” They also state, “Customers having nothing to do while waiting perceives relatively longer waiting times than those having something to do.” In addition, customers who attach value to the perceived time equate waiting to a loss in value, which invokes a psychological response.
The arguments in the article are interrelated to research works conducted by different authors. In particular, the arguments are supported by the work conducted by Gkritza et al. (2006). Their research work investigated the determinants of the effects of airport security screening service on customer satisfaction, and they found the fact that waiting time was the most critical determinant. Other authors quoted in Gkritza et al. (2006) include Folkes et al. (1987), and Larson, (1987) and many other whose works were majorly conducted in many years back. It can be considered that the information contained in the articles could probably be out-dated.
Strengths and Weaknesses of the Article
The article mainly seeks to drive the need to consider the effect measures introduced to enhance one component within an organization that may affect the other. The primary strength of the research as it relates to the profession is to motivate managers to have an all-encompassing view of newer approaches introduced in a company. However, the narrative Kim et al. (2020) advocate for may derail the development process, considering that virtually all decisions that need to be implemented have a positive or negative impact. Therefore, the article was founded on biased reasoning considering the effects laced security has caused in different parts of the world. Outside sources prove that the “truth” found in the article is can be considered faulty reasoning (Naji et al., 2020). There are conflicting information out there as other scholars are saying that airport security is of extreme importance (Perry & Hasisi, 2018). The most notable case is the 9/11 attack in the United States, which confirmed that airplanes used for ordinary travel could be used as weaponry to not only demolish property on the ground but also cause significant loss of life. Ford et al. (2020) state that the susceptibility of the civil aviation system propagated the catastrophe. The development created the need for enhanced provision of aviation security all over the world. Therefore, the situation can be interpreted as what becomes the lesser evil; in this case, advanced airport security takes precedence.
Conclusions
The air travel sector is sensitive to further developments that may be intended to improve service delivery. The introduction of strict airport screening was intended to enhance the safety of airplanes to ensure travelers reach their destinations safely. However, the screening introduced a challenge to customers who must endure longer waiting times to allow for the appropriate security checks. The waiting time, in turn, affects the satisfaction of the client, which can impact the company’s image and success. Considering the 9/11 tragedy in the United States, the article can be regarded to have been grounded on faulty reasoning.
References
Ford, J., Faghri, A., Yuan, D., & Gayen, S. (2020). An economic study of the us post-9/11 aviation security. Open Journal of Business and Management, 8(5), 1923–1945. Web.
Kim, M. H., Park, J. W., & Choi, Y. J. (2020). A study on the effects of waiting time for airport security screening service on passengers’ emotional responses and airport image. Sustainability, 12(24), 10634. Web.
Naji, N., Braytee, A., Al-Ani, A., Anaissi, A., Goyal, M., & Kennedy, P. J. (2020). Design of airport security screening using queueing theory augmented with particle swarm optimization. Service Oriented Computing and Applications, 14(2), 119-130. Web.
Perry, G., & Hasisi, B. (2018). Closing the gap: Promoting suspect communities’ cooperation with airport security. Terrorism and Political Violence, 32(6), 1141-1160. Web.