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

The goal of this research was to investigate how service process fit and facilitating conditions affect usage behavior of self-service technologies (SSTs). In this study, the authors formulated a technology usage model from the perspective of the TAM and customer value, and they 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. The authors' 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.


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  • Accession Number: 01496119
  • Record Type: Publication
  • Files: TRIS
  • Created Date: Sep 26 2013 9:58AM