Technology readiness and self-service check-in technologies at South African airports
Date
2014-01-21
Authors
Naidoo, Sumeshin
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Abstract
A central goal of this research was to better understand what makes selfservice
check-in technologies different from one another and how passengers
related to each of these check-in modes. This is to enable airports and airlines
to anticipate passenger behaviours and attributes in respect to their technology
readiness factors critical to the successful implementation of self-service checkin
technologies.
The technology readiness of passengers to adopt and use self-service check-in
technologies within the South African aviation environment remains relatively
unknown. The research problem set out to assess the effects of technology
readiness on passengers‟ attitudes toward, adoption of, and responses to the
use of self-service check-in technologies in South Africa.
In attempting to answer the research questions, mainly moderated regression
and mediation analyses were conducted to statistically analyse the relations
between passengers‟ attitudes, adoption, responses and technology readiness
dimensions.
The key outcomes of this study confirm there is evidence and support in that
passenger overall technology readiness is positively associated with their
attitudes toward, adoption of and response to self-service check-in
technologies. Passenger attitude was found to mostly dominate the attitude to
adoption relationship in respect to passengers‟ response to self-service checkin
technologies.
This study demonstrates that customer attitudes must be considered when
introducing self-service check-in technologies and that their technology
readiness may not be consistent across all types of self-service check-in
modes
Description
MBA thesis
Keywords
Self-service check-in, Airports