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Investigating passengers' intentions to use technology-based self check-in services

Author

Listed:
  • Lu, Jin-Long
  • Chou, Hung-Yen
  • Ling, Pei-Chuan

Abstract

As more and more airlines have introduced technology-based self check-in services, it has become increasingly important to understand the factors affecting airline passengers' attitudes toward this new form of check-in services and also their intentions, especially from Asian passengers' perspectives. An empirical study was conducted among Taiwanese airline passengers using the technology acceptance model (TAM) as the basic research model while considering additional factors for further analysis such as external stimuli, perceived service quality, perceived behavioral control, need for service, and perceived risk. The findings revealed that attitude and external stimuli best explain passengers' behavioral intentions to use the kiosks, whereas perceived usefulness and perceived ease of use have little effect on their intentions. These findings suggest that airlines in Taiwan should persuade passengers to acquire a more positive attitude toward the new check-in kiosks and should consider implementation of incentive strategies in encouraging passengers to adopt the self check-in service.

Suggested Citation

  • Lu, Jin-Long & Chou, Hung-Yen & Ling, Pei-Chuan, 2009. "Investigating passengers' intentions to use technology-based self check-in services," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 45(2), pages 345-356, March.
    • Handle: RePEc:eee:transe:v:45:y:2009:i:2:p:345-356
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    Citations

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    Cited by:

    1. Jun Hwan Kim & Woon-Kyung Song & Hyun Cheol Lee, 2023. "Exploring the Determinants of Travelers’ Intention to Use the Airport Biometric System: A Korean Case Study," Sustainability, MDPI, vol. 15(19), pages 1-21, September.
    2. Lin, Zhibin & Filieri, Raffaele, 2015. "Airline passengers’ continuance intention towards online check-in services: The role of personal innovativeness and subjective knowledge," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 81(C), pages 158-168.
    3. Kasim, Kabir O. & Winter, Scott R. & Liu, Dahai & Keebler, Joseph R. & Spence, Tyler B., 2021. "Passengers’ perceptions on the use of biometrics at airports: A statistical model of the extended theory of planned behavior," Technology in Society, Elsevier, vol. 67(C).
    4. Pacagnella, Antônio Carlos & Hollaender, Paulo Sodre & Mazzanati, Giovanni Vitale & Bortoletto, Wagner Wilson, 2021. "Efficiency drivers of international airports: A worldwide benchmarking study," Journal of Air Transport Management, Elsevier, vol. 90(C).
    5. Oh, Haemoon & Jeong, Miyoung & Baloglu, Seyhmus, 2013. "Tourists' adoption of self-service technologies at resort hotels," Journal of Business Research, Elsevier, vol. 66(6), pages 692-699.
    6. Gures, Nuriye & Inan, Hilal & Arslan, Seda, 2018. "Assessing the self-service technology usage of Y-Generation in airline services," Journal of Air Transport Management, Elsevier, vol. 71(C), pages 215-219.
    7. Ku, Edward C.S. & Chen, Chun-Der, 2013. "Fitting facilities to self-service technology usage: Evidence from kiosks in Taiwan airport," Journal of Air Transport Management, Elsevier, vol. 32(C), pages 87-94.
    8. Lu, Jin-Long & Choi, Jung Kyu & Tseng, Wen-Chun, 2011. "Determinants of passengers’ choice of airline check-in services: A case study of American, Australian, Korean, and Taiwanese passengers," Journal of Air Transport Management, Elsevier, vol. 17(4), pages 249-252.
    9. Falah A. Aldahmashi & Thowayeb H. Hassan & Ahmed H. Abdou & Mahmoud I. Saleh & Mohamed Y. Helal & Daniel Alemshet Gebreslassie & Amany E. Salem & Salaheldeen H. Radwan, 2023. "Managing Airline Emissions, Noise, and Bird Strikes: Passengers’ Perspectives on Airlines’ Extrinsic and Intrinsic Environmental Practices," Sustainability, MDPI, vol. 15(17), pages 1-16, August.
    10. Gelderman, Cees J. & Ghijsen, Paul W.Th. & van Diemen, Ronnie, 2011. "Choosing self-service technologies or interpersonal services—The impact of situational factors and technology-related attitudes," Journal of Retailing and Consumer Services, Elsevier, vol. 18(5), pages 414-421.
    11. Di Pietro, Loredana & Pantano, Eleonora & Di Virgilio, Francesca, 2014. "Frontline employees׳ attitudes towards self-service technologies: Threats or opportunity for job performance?," Journal of Retailing and Consumer Services, Elsevier, vol. 21(5), pages 844-850.
    12. Schoenherr, Tobias, 2023. "Supply chain management professionals’ proficiency in big data analytics: Antecedents and impact on performance," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 169(C).
    13. Hwang, Syjung & Kim, Jina & Park, Eunil & Kwon, Sang Jib, 2020. "Who will be your next customer: A machine learning approach to customer return visits in airline services," Journal of Business Research, Elsevier, vol. 121(C), pages 121-126.
    14. Taehyee Um & Taekyung Kim & Namho Chung, 2020. "How does an Intelligence Chatbot Affect Customers Compared with Self-Service Technology for Sustainable Services?," Sustainability, MDPI, vol. 12(12), pages 1-21, June.
    15. Halpern, Nigel & Mwesiumo, Deodat & Budd, Thomas & Suau-Sanchez, Pere & Bråthen, Svein, 2021. "Segmentation of passenger preferences for using digital technologies at airports in Norway," Journal of Air Transport Management, Elsevier, vol. 91(C).

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