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

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  • Ku, Edward C.S.
  • Chen, Chun-Der

Abstract

The goal of this research was to investigate how service process fit and facilitating conditions affect usage behavior of SSTs. In this study, we formulated a technology usage model from the perspective of the TAM and customer value, and we 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.

Suggested Citation

  • Ku, Edward C.S. & Chen, Chun-Der, 2013. "Fitting facilities to self-service technology usage: Evidence from kiosks in Taiwan airport," Journal of Air Transport Management, Elsevier, vol. 32(C), pages 87-94.
    • Handle: RePEc:eee:jaitra:v:32:y:2013:i:c:p:87-94
    DOI: 10.1016/j.jairtraman.2013.07.001
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    2. Gures, Nuriye & Inan, Hilal & Arslan, Seda, 2018. "Assessing the self-service technology usage of Y-Generation in airline services," Journal of Air Transport Management, Elsevier, vol. 71(C), pages 215-219.
    3. Das, Deepjyoti & Sharma, Somesh Kumar & Parti, Raman & Singh, Jagroop, 2016. "Analyzing the effect of aviation infrastructure over aviation fuel consumption reduction," Journal of Air Transport Management, Elsevier, vol. 57(C), pages 89-100.
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    5. Márk Miskolczi & Melinda Jászberényi & Dávid Tóth, 2021. "Technology-Enhanced Airport Services—Attractiveness from the Travelers’ Perspective," Sustainability, MDPI, vol. 13(2), pages 1-18, January.
    6. Cheng-Hua Yang & Huei-Ju Chen & Li-Chu Lin & Alastair M. Morrison, 2020. "The Analysis of Critical Success Factors for In-Town Check-In in Taiwan," Sustainability, MDPI, vol. 13(1), pages 1-20, December.
    7. Yong, Shih Ween & Cheah, Jun-Hwa & Lim, Xin-Jean & Ng, Siew Imm & Leong, Yee Choy, 2023. "How to make you spend more in the airport? An investigation towards ECSI model on willingness to spend more in airport," Journal of Air Transport Management, Elsevier, vol. 112(C).
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    9. Ivan Kovynyov & Ralf Mikut, 2019. "Digital technologies in airport ground operations," Netnomics, Springer, vol. 20(1), pages 1-30, April.
    10. Farzad Safaeimanesh & Hasan Kılıç & Habib Alipour & Shahrzad Safaeimanesh, 2021. "Self-Service Technologies (SSTs)—The Next Frontier in Service Excellence: Implications for Tourism Industry," Sustainability, MDPI, vol. 13(5), pages 1-21, March.
    11. Ding, Ji-Feng & Shyu, Wen-Hwa & Yeh, Chun-Tsen & Ting, Pi-Hui & Ting, Chung-Te & Lin, Chien-Pang & Chou, Chien-Chang & Wu, Su-Sin, 2016. "Assessing customer value for express service providers: An empirical study from shippers’ perspective in Taiwan," Journal of Air Transport Management, Elsevier, vol. 55(C), pages 203-212.
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