Airport passengers' adoption behaviour towards self-check-in Kiosk Services: the roles of perceived ease of use, perceived usefulness and need for human interaction.

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ID: 77458
2019
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Abstract
The purpose of this paper is to examine the factors influencing passenger adoption and behaviour of self-service technology (SST) in airports. This study adopted the Theory Acceptance Model (TAM) and extended the model by including the need for human interaction (NI) construct in the study framework.The research framework is based on the theoretical concepts of SST usage from the inter-disciplinary field. Four hundred two questionnaires were collected from passengers who used the self-check-in kiosks in Kuala Lumpur International Airport (KLIA and KLIA2). The collected data were analysed using the structural equation modelling (SEM) technique.Different factors determine passengers' willingness and adoption of SSTs. Perceived ease of use and perceived usefulness significantly affect passenger adoption and behaviour of SSTs in airports. However, the passenger was much comfortable with the SST as the moderating effect of need for human interaction shows a negative result.The findings contribute to an understanding of how and why passengers use SSTs, which is critical from a customer relationship management (CRM) perspective. Better strategies can be developed to manage and coordinate SSTs delivery in the airport by understanding the passengers' experience from the self-check-in kiosks.This paper goes beyond the basic SSTs usage and intentions study by highlighting the nonimportance of human interaction in SSTs usage specifically by airport passengers.
Reference Key
taufik2019airportheliyon Use this key to autocite in the manuscript while using SciMatic Manuscript Manager or Thesis Manager
Authors Taufik, Nursyuhada;Hanafiah, Mohd Hafiz;
Journal Heliyon
Year 2019
DOI
10.1016/j.heliyon.2019.e02960
URL
Keywords
psychology business adoption behaviour human interaction self-check-ins self-service technology (sst) technology acceptance model (tam)

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