확장된 후기수용모형(PAM)을 적용한 공항 셀프체크인 키오스크(Kiosk)의 지속이용의도에 관한 연구

초록

It is important to understand the customers’ propensity toward service technology which is getting popular in the airline industry. Hence, this study aimed to examine the causal relationship explaining the intention to continuously use airport self-check-in kiosks based on the Extended Post Acceptance Model. The results, first, indicated that confirmation of kiosk user’s expectations significantly affects perceived usefulness, ease of use, and satisfaction. Secondly, it was revealed that perceived usefulness has significant effects on ease of use and satisfaction. Lastly, it was found that kiosk user’s satisfaction significantly affects continuous usage intention. In conclusion, this study provided theoretical and practical implications for the managers setting the u-Airport strategy in the aviation industry and its supporting industries.

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