Self-service technology adoption by air passengers: a case study of fast air travel services in Taiwan

Che-Hui Lien, Maxwell K. Hsu, Jing-Zhi Shang and Stephen W. Wang

The Service Industries Journal, 2021, vol. 41, issue 9-10, 671-695

Abstract: Self-service kiosks have become increasingly visible at airports. To date, however, research has not fully investigated air travelers’ perceptions of fast air travel services and the factors influencing air travelers’ intentions to adopt fast air travel services. Filling this gap and built upon the Technology Acceptance Model (TAM) and Theory of Planned Behavior (TPB) model, the present study proposed an integrated model featuring the relationship among perceived benefits of fast air travel services, perceived ease of use, perceived usefulness, perceived behavioral control, attitude, subjective norm, and adoption intentions. Using the mall intercept approach, a survey research project was conducted at an international airport in Taiwan, and a total of 582 valid responses were obtained. Empirical findings reveal that the perceived benefits of fast air travel services could be further categorized into six benefits: document scanning, bags to go, flight rebooking, self-boarding, bag recovery, and self-check-in. Meanwhile, the perceived benefits of fast air travel services positively and significantly influence perceived behavioral control, perceived ease of use, and perceived usefulness. Perceived ease of use positively and significantly influences the perceived usefulness of fast air travel services. Moreover, perceived usefulness predicts air travelers’ attitudes toward and intentions to use fast air travel services. Perceived behavioral control positively influences adoption intentions. The theoretical contributions and managerial implications are discussed at the end of this paper.

Date: 2021
References: Add references at CitEc
Citations: View citations in EconPapers (5)

Downloads: (external link)
http://hdl.handle.net/10.1080/02642069.2019.1569634 (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:taf:servic:v:41:y:2021:i:9-10:p:671-695

Ordering information: This journal article can be ordered from
http://www.tandfonline.com/pricing/journal/FSIJ20

DOI: 10.1080/02642069.2019.1569634

Access Statistics for this article

The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

More articles in The Service Industries Journal from Taylor & Francis Journals
Bibliographic data for series maintained by Chris Longhurst ().