Analysis of Factors Affecting The User Acceptance's Level of Self-Service Technologies at Indonesian Airport

Abstract

The emergence of the COVID-19 pandemic in early 2020 had a huge impact on the airport industry. Problem faced by airport industry shows that the use of Self Service Technologies is still below 25% of the total passenger movement. The result of this study is a conceptual model developed from the UTAUT2 and Technology Readiness model and adding three variables namely Perceived Trust, Perceived Enjoyment and Reduce Wasting Time to the conceptual model. The result shows that Performance Expectancy, Effort Expectancy, Habit, Optimism, Innovativeness, Reduce Wasting Times, Perceived Trust and Perceived Enjoyment that significantly affect the level of acceptance of Self Service Technologies. Another result of this study shows that Hedonic Motivation is not influenced the acceptance level of Self Service Technologies.