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

被引：0

作者：

Hemdi, M. A. ^{[1
]}

Rahman, S. A. S. ^{[1
]}

Hanafiah, M. H. ^{[1
]}

Adanan, A. ^{[2
]}

机构：

[1] Univ Teknol MARA, Fac Hotel & Tourism Management, Puncak Alam Campus, Kuala Selangor, Selangor, Malaysia

[2] Univ Teknol MARA Melaka, Melaka, Malaysia

来源：

HERITAGE, CULTURE AND SOCIETY: RESEARCH AGENDA AND BEST PRACTICES IN THE HOSPITALITY AND TOURISM INDUSTRY | 2016年

关键词：

self-service; check-in; technology readiness; satisfaction; INNOVATIVENESS; ADOPTION; ACCEPTANCE; PERCEPTION; MODELS;

D O I：

暂无

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

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.

引用

页码：537 / 541

页数：5

共 50 条

[21] Customer Roles in Self-Service Technology Encounters in a Tourism Context
Kelly, Petranka
Lawlor, Jennifer
Mulvey, Michael
JOURNAL OF TRAVEL & TOURISM MARKETING, 2017, 34 (02) : 222 - 238
[22] Self-Service Technology: Examining the Influence of Emotions
Mukerjee, Kaushik
SERVICES MARKETING QUARTERLY, 2023, 44 (2-3) : 188 - 205
[23] Customer Satisfaction with Telephone-Based Self-Service Technology: Investigating the Role of 'Gender' of the Voice Assistant
Nagar, Komal
JOURNAL OF MARKETING COMMUNICATIONS, 2024, 30 (08) : 1013 - 1038
[24] Customer value in self-service kiosks: a systematic literature review
Vakulenko, Yulia
Hellstroem, Daniel
Oghazi, Pejvak
INTERNATIONAL JOURNAL OF RETAIL & DISTRIBUTION MANAGEMENT, 2018, 46 (05) : 507 - 527
[25] THE VALUE OF SELF-SERVICE: LONG-TERM EFFECTS OF TECHNOLOGY-BASED SELF-SERVICE USAGE ON CUSTOMER RETENTION
Scherer, Anne
Wuenderlich, Nancy V.
von Wangenheim, Florian
MIS QUARTERLY, 2015, 39 (01) : 177 - 200
[26] The value of self-service: Long-term effects of technology-based self-service usage on customer retention
Department of Management, Technology and Economics, ETH Zürich, Weinbergstrasse 56/58, Zurich
8092, Switzerland
不详
33098, Germany
MIS Quart Manage Inf Syst, 1 (177-200): : 177 - 200
[27] Determinants of satisfaction and continuance intention towards self-service technologies
Chen, Shih-Chih
Chen, Huei-Huang
Chen, Mei-Fang
INDUSTRIAL MANAGEMENT & DATA SYSTEMS, 2009, 109 (8-9) : 1248 - 1263
[28] The Influence of Service Innovation Capability for Self-Service Technology Investment
Tsou, Hung-Tai
Chen, Lu-Jui
CANADIAN JOURNAL OF ADMINISTRATIVE SCIENCES-REVUE CANADIENNE DES SCIENCES DE L ADMINISTRATION, 2019, 36 (04): : 544 - 558
[29] Does self-service technology impact destination image and customer delight?
Lakshmi, R.
Ganesan, P.
WORLDWIDE HOSPITALITY AND TOURISM THEMES, 2010, 2 (05) : 520 - 538
[30] The way out - Customer benefits and self-service satisfaction in cashierless shopping systems
Schultz, Carsten D.
Paetz, Friederike
JOURNAL OF RETAILING AND CONSUMER SERVICES, 2025, 85

← 1 2 3 4 5 →