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 |
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| Authors: | Woojin Lee Cassandra Castellanos H S Chris Choi |
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| Institution: | 1. Development &2. Management Program of the School of Community Resources &3. Development at Arizona State University , 411 North Central Avenue, Suite 550, Phoenix , AZ , 85004-0953 , USA Woojin.Lee.1@asu.edu;5. Development at Arizona State University in , Phoenix , AZ , USA;6. Research &7. Information Laboratory of the School of Hospitality and Tourism Management at the University of Guelph in , Guelph , ON , Canada |
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| Abstract: | 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. |
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| Keywords: | Self-service check-in kiosks technology readiness attitude structural equation modeling |
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