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

N. Thamaraiselvan, S. Thanigai Arul and Dharun Kasilingam

International Journal of Services, Economics and Management, 2019, vol. 10, issue 2, 89-109

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.

Keywords: tech readiness; perceived ease of use; perceived reliability; self service technologies; SST; airlines. (search for similar items in EconPapers)
Date: 2019
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Citations: View citations in EconPapers (3)

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Persistent link: https://EconPapers.repec.org/RePEc:ids:injsem:v:10:y:2019:i:2:p:89-109

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