Tourists’ Satisfaction on the Use of Biometrics Technology: A Conceptual Framework

Abstract

Biometrics fingerprint recognition technology has been installed in Malaysia’s Immigration to tackle the problem of immigrants’ influx and overstayers, and to increase the total security of border control. This mandatory system is used by all inbound tourists travelling to Malaysia. Since there is no alternative to the biometrics fingerprint system, it raises the importance to assess what affect tourists’ satisfaction in using the biometrics fingerprint system. In this paper, a conceptual framework of tourists’ satisfaction based on Expectancy Disconfirmation Theory is proposed. Seven variables used to assess tourists’ perception are categorized as performance expectancy, effort expectancy, facilitating conditions, physical privacy, accuracy, information privacy and contamination fear. The first five refer to performance expectations which tourists could anticipated before the actual use of the biometrics fingerprint system. As a result, these expectations will be either positive disconfirmed (experience exceeds expectations), negative disconfirmed (experience falls short of its expectations) or reached the congruency level (expectations are confirmed). Mixed-method approach will be used for data collection from a sample of 500 target participants. Consequently, data analysis will be conducted to summarize and interpret the relationship between the variables. It is expected that the research findings will provide useful insights for policy makers, government, and industries.