IDEAS home Printed from https://ideas.repec.org/a/rnd/arimbr/v4y2012i8p453-460.html
   My bibliography  Save this article

Technology Readiness and Users Satisfaction towards Self-Service Technology at Malaysian Airport

Author

Listed:
  • Nik Ab Halim

Abstract

This study examines the relationship between four dimensions of Technology Readiness Index (TR) namely optimism, innovativeness, insecurity, discomfort, and the level of customer’s satisfaction towards the use of self-service technology (SSTs) at the airport. SSTs used by the airport operators or airlines at the terminal for check-in or when performing other transactions includes booking airline ticket online, kiosk check-in and mobile check-in. At the same time, this study also tries to look at whether there is any difference in technology readiness between different demographic groups of Malaysians. Survey questionnaires were distributed to passengers at Kuala Lumpur International Airport (KLIA) and Low Cost Carrier Terminal (LCCT) in Sepang, Selangor, Malaysia. The result of the analysis shows that innovativeness and optimism have a positive relationship with customer satisfaction. There are also differences in technology readiness among different gender for innovativeness and insecurity index. The implication of the study suggests that Malaysia’s airport or airline providers should increase customer satisfaction especially by introducing new innovative technology at their premises. The findings may also help firms develop their strategy to further increase the customer’s satisfaction when using the selfservice technology (SST) at airports in Malaysia.

Suggested Citation

  • Nik Ab Halim, 2012. "Technology Readiness and Users Satisfaction towards Self-Service Technology at Malaysian Airport," Information Management and Business Review, AMH International, vol. 4(8), pages 453-460.
    • Handle: RePEc:rnd:arimbr:v:4:y:2012:i:8:p:453-460
    DOI: 10.22610/imbr.v4i8.1000
    as

    Download full text from publisher

    File URL: https://ojs.amhinternational.com/index.php/imbr/article/view/1000/1000
    Download Restriction: no
    File URL: https://ojs.amhinternational.com/index.php/imbr/article/view/1000
    Download Restriction: no
    File URL: https://libkey.io/10.22610/imbr.v4i8.1000?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Kleijnen, Mirella & Lee, Nick & Wetzels, Martin, 2009. "An exploration of consumer resistance to innovation and its antecedents," Journal of Economic Psychology, Elsevier, vol. 30(3), pages 344-357, June.
    2. N/A, 2004. "Index for 2004," European Union Politics, , vol. 5(4), pages 511-512, December.
    3. Meuter, Matthew L. & Ostrom, Amy L. & Bitner, Mary Jo & Roundtree, Robert, 2003. "The influence of technology anxiety on consumer use and experiences with self-service technologies," Journal of Business Research, Elsevier, vol. 56(11), pages 899-906, November.
    4. Venkatesh, Viswanath & Morris, Michael G. & Ackerman, Phillip L., 2000. "A Longitudinal Field Investigation of Gender Differences in Individual Technology Adoption Decision-Making Processes," Organizational Behavior and Human Decision Processes, Elsevier, vol. 83(1), pages 33-60, September.
    5. Peterson, Robert A, 1994. "A Meta-analysis of Cronbach's Coefficient Alpha," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 21(2), pages 381-391, September.
    6. Ito, Harumi & Lee, Darin, 2005. "Assessing the impact of the September 11 terrorist attacks on U.S. airline demand," Journal of Economics and Business, Elsevier, vol. 57(1), pages 75-95.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Márk Miskolczi & Melinda Jászberényi & Dávid Tóth, 2021. "Technology-Enhanced Airport Services—Attractiveness from the Travelers’ Perspective," Sustainability, MDPI, vol. 13(2), pages 1-18, January.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Herbjørn Nysveen & Per Egil Pedersen, 2016. "Consumer adoption of RFID-enabled services. Applying an extended UTAUT model," Information Systems Frontiers, Springer, vol. 18(2), pages 293-314, April.
    2. Laukkanen, Tommi, 2016. "Consumer adoption versus rejection decisions in seemingly similar service innovations: The case of the Internet and mobile banking," Journal of Business Research, Elsevier, vol. 69(7), pages 2432-2439.
    3. Zied Mani & Inès Chouk, 2018. "Smart banking: Why it's important to take into account consumers' concerns?," Working Papers halshs-01678806, HAL.
    4. Sun, Yang, 2021. "Case based models of the relationship between consumer resistance to innovation and customer churn," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).
    5. Liu, Aiping & Urquía-Grande, Elena & López-Sánchez, Pilar & Rodríguez-López, Ángel, 2022. "How technology paradoxes and self-efficacy affect the resistance of facial recognition technology in online microfinance platforms: Evidence from China," Technology in Society, Elsevier, vol. 70(C).
    6. Joseph A. Cazier & Benjamin B. M. Shao & Robert D. St. Louis, 2007. "Sharing information and building trust through value congruence," Information Systems Frontiers, Springer, vol. 9(5), pages 515-529, November.
    7. Olunifesi Adekunle Suraj, 2016. "Managing Telecommunications for Development: An Analysis of Intellectual Capital in Nigerian Telecommunication Industry," Journal of Information & Knowledge Management (JIKM), World Scientific Publishing Co. Pte. Ltd., vol. 15(01), pages 1-30, March.
    8. Barunik, Jozef & Vacha, Lukas, 2010. "Monte Carlo-based tail exponent estimator," Physica A: Statistical Mechanics and its Applications, Elsevier, vol. 389(21), pages 4863-4874.
    9. Haase, Janina & Wiedmann, Klaus-Peter & Labenz, Franziska, 2022. "Brand hate, rage, anger & co.: Exploring the relevance and characteristics of negative consumer emotions toward brands," Journal of Business Research, Elsevier, vol. 152(C), pages 1-16.
    10. Shi Yin & Yuanyuan Yu & Nan Zhang, 2024. "The Effect of Digital Green Strategic Orientation On Digital Green Innovation Performance: From the Perspective of Digital Green Business Model Innovation," SAGE Open, , vol. 14(2), pages 21582440241, June.
    11. Filimonau, Viachaslau & Högström, Michaela, 2017. "The attitudes of UK tourists to the use of biofuels in civil aviation: An exploratory study," Journal of Air Transport Management, Elsevier, vol. 63(C), pages 84-94.
    12. Allais, Olivier & Etilé, Fabrice & Lecocq, Sébastien, 2015. "Mandatory labels, taxes and market forces: An empirical evaluation of fat policies," Journal of Health Economics, Elsevier, vol. 43(C), pages 27-44.
    13. Talukder, Md. Shamim & Sorwar, Golam & Bao, Yukun & Ahmed, Jashim Uddin & Palash, Md. Abu Saeed, 2020. "Predicting antecedents of wearable healthcare technology acceptance by elderly: A combined SEM-Neural Network approach," Technological Forecasting and Social Change, Elsevier, vol. 150(C).
    14. Hans-Jürgen Engelbrecht, 2015. "A General Model of the Innovation - Subjective Well-Being Nexus," Economic Complexity and Evolution, in: Andreas Pyka & John Foster (ed.), The Evolution of Economic and Innovation Systems, edition 127, pages 69-90, Springer.
    15. M. Ionita & P. Scholz & S. Chelcea, 2016. "Assessment of droughts in Romania using the Standardized Precipitation Index," Natural Hazards: Journal of the International Society for the Prevention and Mitigation of Natural Hazards, Springer;International Society for the Prevention and Mitigation of Natural Hazards, vol. 81(3), pages 1483-1498, April.
    16. Sakinah Mat Zin & Ahmad Azrin Adnan & Iskandar Hasan Abdullah, 2017. "How Can Ibn Khaldun’s Economic Philosophy Revive the Intellectual Capital of Entrepreneurs," Asian Social Science, Canadian Center of Science and Education, vol. 13(6), pages 164-164, June.
    17. Govind, Ajit & Chen, Jing Ming & Bernier, Pierre & Margolis, Hank & Guindon, Luc & Beaudoin, Andre, 2011. "Spatially distributed modeling of the long-term carbon balance of a boreal landscape," Ecological Modelling, Elsevier, vol. 222(15), pages 2780-2795.
    18. Sirén, Charlotta & Kohtamäki, Marko, 2016. "Stretching strategic learning to the limit: The interaction between strategic planning and learning," Journal of Business Research, Elsevier, vol. 69(2), pages 653-663.
    19. Cherchye, Laurens & Knox Lovell, C.A. & Moesen, Wim & Van Puyenbroeck, Tom, 2007. "One market, one number? A composite indicator assessment of EU internal market dynamics," European Economic Review, Elsevier, vol. 51(3), pages 749-779, April.
    20. Michelsen, Carl Christian & Madlener, Reinhard, 2016. "Switching from fossil fuel to renewables in residential heating systems: An empirical study of homeowners' decisions in Germany," Energy Policy, Elsevier, vol. 89(C), pages 95-105.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:rnd:arimbr:v:4:y:2012:i:8:p:453-460. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Muhammad Tayyab (email available below). General contact details of provider: https://ojs.amhinternational.com/index.php/imbr .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.