Airport self-service check-in: The influence of technology readiness on customer satisfaction

The self-service check-in technologies have been an integral part of the basic airport facility around the world. Therefore, it is important to understand the factors affecting customers' attitudes towards these the self-service check-in technologies and their post behaviour. Technology Readiness (TR) refers to people's propensity to embrace and use new technologies based on four factors: innovativeness, optimism, discomfort, and insecurity. This study investigates how TR affects customer satisfaction on the self-service check-in technology. Airline passengers who used Self-Services Technology (SST) at KLIA2 were the sample of this study. Multiple regressions were used to analysed the relationship between variable. The study findings show that innovative factors significantly affect consumer satisfaction.