Fitting facilities to self-service technology usage: Evidence from kiosks in Taiwan airport

Abstract

The goal of this research was to investigate how service process fit and facilitating conditions affect usage behavior of SSTs. In this study, we formulated a technology usage model from the perspective of the TAM and customer value, and we collected check-in kiosk usage samples from the Taiwan airport by administering a face-to-face questionnaire to willing respondents, of which 429 were returned completed.Check-in kiosks can provide a service experience that defines how passengers is to be boundary when dealing with airline companies. To achieve a higher intention to use check-in kiosks, there should be a clear service process communication between SSTs and passengers, and facilitating conditions provide specialized instruction to passengers who need help in using check-in kiosks. Enjoyment is an important moderating factor between intention to use and actual usage of check-in kiosks. Our findings suggest that when check-in kiosks display visually pleasing designs, passengers are attracted to use them. In turn, airline companies can create a process that could function as a model for their high-quality service, such as meeting with a professional advisory board to discuss problems and find solutions to meet customers' needs.