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Understanding the intention to use self service technologies in the airline industry

Author

Listed:
  • N. Thamaraiselvan
  • S. Thanigai Arul
  • Dharun Kasilingam

Abstract

Self service technologies (SST) in the airline industry are becoming more common nowadays in the developing countries. This research seeks to understand the factors that affect the travellers' intention to use such technologies. Literature reveals that tech readiness, perceived ease of use and perceived reliability (PR) towards technologies play a role in the intention to use them. In order to test the hypotheses, data was collected from 552 travellers at Chennai Airport. Structural equation modelling (SEM) was used to test the hypotheses. Results indicate that perceived reliability and tech readiness are significant predictors of the intention to use SSTs. Managerial and theoretical implications are discussed.

Suggested Citation

  • N. Thamaraiselvan & S. Thanigai Arul & Dharun Kasilingam, 2019. "Understanding the intention to use self service technologies in the airline industry," International Journal of Services, Economics and Management, Inderscience Enterprises Ltd, vol. 10(2), pages 89-109.
    • Handle: RePEc:ids:injsem:v:10:y:2019:i:2:p:89-109
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    Citations

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    Cited by:

    1. AlKheder, Sharaf, 2021. "Passengers intentions towards self-services check-in, Kuwait airport as a case study," Technological Forecasting and Social Change, Elsevier, vol. 169(C).
    2. Farzad Safaeimanesh & Hasan Kılıç & Habib Alipour & Shahrzad Safaeimanesh, 2021. "Self-Service Technologies (SSTs)—The Next Frontier in Service Excellence: Implications for Tourism Industry," Sustainability, MDPI, vol. 13(5), pages 1-21, March.
    3. Jiang, Yirui & Tran, Trung Hieu & Williams, Leon, 2023. "Machine learning and mixed reality for smart aviation: Applications and challenges," Journal of Air Transport Management, Elsevier, vol. 111(C).

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