自助服務科技（Self-service Technologies, SSTs）不僅提供使用者更方便、更快速的服務，同時也為公司節省了人力成本，因此隨著航空業的蓬勃發展，智慧機場（Smart airport）成了各大機場發展的主要目標的同時，SSTs成為了一項被廣泛運用於機場的技術。然而，使用者針對自助服務的使用意圖不僅受到服務科技功能完善與否的影響，當設計的成功要素擴及到了人心對於「價值」、「體驗」的追求，使用者操作自助服務時的內心感受也成了需要被服務提供者重視的因素。
本研究選定機場自助報到以及自助行李託運為研究目標，首先透過SSTQUAL評量現今機場自助服務品質及其缺口，以Kano model輔佐排序出需改善的服務因子。接著，以服務因子為主軸，運用焦點團體法盤點出使用者對於機場自助服務的感受以及影響其的感性因子。最後利用數量化I類的分析，數值化各項心理感受與報到、託運服務之間的相關性。
研究結果顯示，「安心感」與自助報到、「優越感」與自助行李託運皆為高相關，而「輕鬆感」、「愉悅感」以及「方便快速感」三項感受則是與自助報到、自助行李託運二者都具有高相關性。藉由操作SSTQUAL中的功能構面服務因子以及設計構面服務因子可以達到以上感受的提升。服務提供者可以此為依據改善機場自助服務，讓使用者在操作時的感性體驗更加完善。

As “smart airport” serve as a final goal of every airport, self-service technology (SSTs) become widely used in every airport. However, in Taiwan's airports, only 20% of people use kiosks (automated self-service check-in machines).
From a perspective of design, human’s perception of value has been changed due to market dynamics and challenges. The functionality and usability are no longer prominent success factors in product and service design. Instead, people are more expecting to perceive value, enjoyment, or experience while using products or services.
This paper aimed at (i) using SSTQUAL and kano model to identify and prioritize user’s needs about airport kiosk, then (ii) build the relationship between emotional feeling and service attributes under the framework of attractiveness engineering and using quantification theory type-I to quantify the correlation.
Research result indicates sense of relax, relieve, convenience and enjoyment are the most important feelings during using kiosks. Service providers can enhance these feelings by ameliorating some kiosk's functions such as providing double-check system.

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