A Study on Airline Passengers’ Behavior Intention to Use Self-Service Check-in Kiosks- from Taiwanese Air Passengers’ Perspectives

摘要

For achieving a competitive advantage for time convenience;;the aviation industry (e.g.;;airlines and airports) have launched several information and communication technology (ICT) application;;particularly the application of self check-in services. These self check-in kiosks have been widely adapted in European and American areas not only for operational flexibility but also for saving terminal space. However;;the passengers’ acceptance of self check-in kiosks observed by the current study is quite low in Taiwan. Considering the necessaries of a complete understanding of the acceptance behavior across different contexts;;thus;;this study integrated TAM and TPB as the basic model;; while considering the additional factors that capture the richness of the process of self check-in kiosk adoption by passengers. Additionally;;this proposed integrated model will be combined with various variables (airline staffs’ recommendation;;mileage);;expected risk;;and service quality;;and media. The objective of this study was to investigate passengers’ intentions to use the self check-in service at the airport and to explore the influencing factors. The results of the research model are stated as follows： the external variables (e.g.;;saving time);;might not only have a direct impact on passengers’ expected useful but also ease of use. The expected the expected usefulness and the expected ease of use also positive related to the attitude toward kiosk check-in adaption. In additionally;; the influence of the media should be noticed. The results of the analysis seem to suggest that the attitude is also the key factor in explaining behavioral intentions as well as adoptions. Results of this study also provide practical implementations and suggestions for policy making.