Browse > Article
http://dx.doi.org/10.12985/ksaa.2021.29.2.025

Passengers' Perception and Their Acceptance of Technology-Based Self Service at Check-In Counter in Airport after COVID-19 Pandemic - Including Mediating Effect of Innovation -  

Seo, Ok-Myung (대한항공 인천여객서비스지점)
Kim, Kee-Woong (한국항공대학교 경영학과)
Jeon, Jong-Duk (한국교통대학교 비행훈련원)
Publication Information
Journal of the Korean Society for Aviation and Aeronautics / v.29, no.2, 2021 , pp. 25-35 More about this Journal
Abstract
Before COVID-19 outbreak in 2019, it is the core value of airline's service to provide check-in service to passengers face to face. However, due to the global pandemic of COVID-19 outbreak, it is expected the airline service in the future would be dramatically changed from being contacted to being untacted with technology-based self service(TBSS). This paper analyzed the perception of passengers using self service technology and their acceptance. According to empirical analysis, it was found that the change of passengers' perception after COVID-19 has a significant positive effect on the innovation of TBSS. The innovation of TBSS(Effectiveness and certainty) had both significant positive effect on the passengers' acceptance on TBSS at airport. Among variables of TBSS, convenience rather than usefulness of TBSS had a significant positive effect on intention to use TBSS of passengers. It was proposed that airlines not only contribute to increase acceptance of TBSS but also inform and promote the prevention effect of TBSS and the importance of untact service to minimize congestion at check-in counter in airport.
Keywords
COVID-19; Check-in Counter; Innovation; Technology-Based Self Service; Acceptance;
Citations & Related Records
연도 인용수 순위
  • Reference
1 Seo, N. Y., "A study on the intention to use airline self-service technology - Focusing on the control effect of negative elements", Korea Hotel Resort Association, 15, 2016, pp.401-422.
2 Dabholkar, P. A., and Bagozzi, R. P., "An attitudinal model of technology-based self-service: Moderating effects of consumer traits and situational factors", Journal of the Academy of Marketing Science, 30(3), 2012, pp.184-201.   DOI
3 Bae, J. H., Park, J. H., Lee, H., and Choi, J. G., "A study on the factors influencing the intention of use of technology - Based self-service for smart airport promotion", Korea Quality Management Association, 47, 2019, pp.795-806.
4 Jeong, W. H., "The relationship between the technology acceptance characteristics and the intention to reuse airline kiosk: Focusing on the adjustment effect of unmanned service failure types", Tourism Research Journal, 34(11), 2020, pp.125-140.
5 IATA, "Outlook for Air Transport and the Airline Industry", International Air Transport Association, 2020a.
6 Idugap, "Imagine a post-epidemic society - the age of vaccines and immunity - capital age", Literature and Society, 33(3), 2020, pp. 6-22.
7 Yoo, Y. J., and Lee, S. C., "An exploratory study on the selection criterion of an airline firm", Journal of the Korean Society for Aviation and Aeronautics, 14(4), 2006, pp.101-109.
8 Ritchie, B. W., and Jiang, Y., "A review of research on tourism risk, crisis and disaster management: Launching The annals of tourism research curated collection on tourism risk, crisis and disaster management", Annals of Tourism Research, 79, 2019, 102812.   DOI
9 Yang, H. J., "The relationship between technology-based self-service convenience and impact factors and quality of technology -Based self-service", Doctoral Dissertation, Kyung Buk National University, Gyeongsang buk-do, 2012.
10 Mun, C. S. and Shin, Y. H., "The effects of technology readiness and situational influences on attitude and usage intention of self-service technology", Journal of the Korea Society for Simulation, 25(2), 2016, pp.93-100.   DOI
11 Meng, F., Park, K. S., and Oh, S. W., "The moderating effects of technology readiness, user traits and situational factors on usage attitude and intention to technology-based self-service", The Korea Service Management Society, 18(3), 2017, pp.69-104.
12 Lin, J., and Hsieh, P., "The role of technology readiness in customers' perception and adoption of self service technologies", Int'l Journal of Service Industry Management, 17(5), 2006, pp.497-517.   DOI
13 Shim, H. S. and Han, S. L., "Effects of technology readiness and consumer readiness on self service technology usage motivation, attitude and intention", Asia Marketing Journal, 14(1), 2012, pp.25-48.
14 Parasuraman, A. and Grewal, D., "The impact of technology on the quality-value-loyalty chain: a research agenda", Journal of the Academy of Marketing Science, 28(1), 2000, pp.168-174.   DOI
15 Yoon, Y. S., "A study of moderating effecf of technology readiness indices on customer satisfaction depending on service quality factors in telematics service", MA Thesis. Seoul National University, Seoul, 2015.
16 Roehrich, G. "Consumer innovativeness: Concepts and measurements", Journal of Business Research, 57(6), 2004, pp.671-677.   DOI
17 Ministry of Land, Infrastructure and Transport, "Aviation Market Trend & Analysis", Ministry of Land, Infrastructure and Transport, 2021.
18 Lam, S. Y., Chiang, J. and Parasuraman, A., "The effects of the dimensions of technology readiness on technology acceptance: An empirical analysis", Journal of Interactive Marketing, 22(4), 2008, pp.19-39.   DOI
19 Beirman, D., "Marketing of tourism destinations during a prolonged crisis: Israel and the Middle East", Journal of Vacation Marketing, 8(2), 2002, pp.167-176.   DOI
20 ICAO. "Effects of Novel Coronavirus (COVID -19) on Civil Aviation: Economic Impact Analysis", International Civil Aviation Organization, 2020.
21 IATA. "Air Traveler Response to Covid-19: An 11-country Survey: Wave III", International Air Transport Association, 2020b.
22 Currie, G. M., "A lens on the post COVID -19 "New Normal" for imaging departments", Journal of Medical Imaging and Radiation Sciences, 2020, 51(3), pp.361-363.   DOI
23 Yang, E. C. L., and Nair, V., "Tourism at risk: A review of risk and perceived risk in tourism", Asia-Pacific Journal of Innovation in Hospitality and Tourism (APJIHT), 3(2), 2014, pp.1-21.   DOI
24 Kim, J.-C., Park, J.-S., and Sim, G., "Rational financial management plan of the air transportation sector", Korea Transport Institute Basic Research Report, 2016, pp.1-216.
25 Kozak, M., Crotts, J. C., and Law, R. "The impact of the perception of risk on international travellers", International Journal of Tourism Research, 9(4), 2007, pp.233-242.   DOI
26 Wolff, K., Larsen, S., and Ogaard, T., "How to define and measure risk perceptions", Annals of Tourism Research, 79, 2019, 102759.   DOI
27 Song, K. H., and Choi, S., "A study on the behavioral change of passengers on sustainable air transport after COVID-19", Sustainability, 12(21), 2020, 9207.   DOI
28 Cho, S. H., "The effect of self-service technology (SST) quality on customer satisfaction - The mediating effect of experience value of SST users", Master's Thesis, Sejong University, Seoul, 2015.
29 Dabholkar, P. A., "Technology-Based Service Delivery: A Classification Scheme for Developing Marketing Strategies, Advances in Services Marketing and Management", T. A., Swartz, D. E., Bowen, and S. W. Brown, (Eds), CT: JAI Press Inc., Greenwich, 1994, pp.241-271.
30 Liu, Y., Duan, Y., He, Y., Yu, C., Wang, J. H., and Shu, N., "Whole brain white matter changes revealed by multiple diffusion metrics in multiple sclerosis: A TBSS study", European Journal of Radiology, 81(10), 2012, pp.2826-2832.   DOI
31 Reisinger, Y., and Mavondo, F., "Travel anxiety and intentions to travel internationally: Implications of travel risk perception", Journal of Travel Research, 43(3), 2005. pp. 212-225.   DOI
32 Davis, F. D., "Perceived usefulness, perceived ease of use, and user acceptance of information technology", MIS Quarterly, 13(3), 1989, pp.319-340.   DOI