The Effect of Technology Readiness on Customers' Attitudes toward Self-Service Technology and Its Adoption; The Empirical Study of U.S. Airline Self-Service Check-In Kiosks

Airline self-service check-in kiosks are increasingly becoming an option for today's passengers. This article aims to develop a model, using the technology readiness (TR) construct, to predict passenger's intentions to use a self-service check-in kiosk. Structural Equation Modeling is appl...

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Bibliographic Details
Published inJournal of travel & tourism marketing Vol. 29; no. 8; pp. 731 - 743
Main Authors Lee, Woojin, Castellanos, Cassandra, Chris Choi, H. S.
Format Journal Article
LanguageEnglish
Published Taylor & Francis Group 01.11.2012
Subjects
attitude
Self-service check-in kiosks
structural equation modeling
technology readiness
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Summary:Airline self-service check-in kiosks are increasingly becoming an option for today's passengers. This article aims to develop a model, using the technology readiness (TR) construct, to predict passenger's intentions to use a self-service check-in kiosk. Structural Equation Modeling is applied to determine the validity of the model and the hypotheses. The findings show that TR has a positive effect on attitudes toward kiosks, attitudes toward the kiosk provider, and overall intentions to use a kiosk. Interestingly, attitudes toward kiosks positively affect attitude toward the kiosk provider. Further research recommends using cross-cultural data.
ISSN:1054-8408
1540-7306
DOI:10.1080/10548408.2012.730934