• Journal of Industrial Convergence
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• v.22 no.1
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• pp.117-125
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• 2024

The purpose of this study is to investigate the impact of airline customers' technology readiness on TBSS quality and intention to use. Data were collected from 153 outbound customers waiting for kiosk self-check-in and self-bag drop. For data analysis, CFA and correlation analysis were conducted to test reliability and validity, and the hypothesis was tested using SEM. The results are as follows. Among the technology readiness factors, optimism and innovativeness were found to have a significant positive effect on TBSS quality. Discomfort was found to have no effect on TBSS quality, and insecurity was found to have a significant negative effect on TBSS quality. Second, TBSS quality was found to have a significant positive effect on intention to use. Third, optimism and innovativeness were found to have a significant positive effect on intention to use, while discomfort and insecurity had no effect. Therefore, optimism and innovativeness are important to improve TBSS quality and intention to use.

• Journal of Korea Technology Innovation Society
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• v.13 no.1
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• pp.204-230
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• 2010

The accelerating growth in Technology-Based Self-Service (TBSS) today is giving rise to questions about the acceptance of such forms of service delivery by all kinds of consumers. Using the Technology Acceptance Model (TAM) and TBSS quality evaluation model as a theoretical framework, this study investigates the effects of perceived usefulness, perceived easy of use, enjoyment of users acceptance of TBSS and self-monitoring as a individual variable. The results lend support to the hypothesist. Implications for service practitioners as well as directions for future research are discussed.