A study on the customer attitudes toward the airport IT service: Focusing on handling process and acceptance intention

Abstract

Purpose: In the aviation industry, we will investigate the unpact of users' acceptance of technology on their usage behavior and find out the factors that affect their acceptance of technology. We will expand the prior study to find out the impact of the self-service technology of Incheon Airport. Research design, data and methodology: Within the last six months, the survey was conducted on people using self-service technology at Incheon International Airport from July to August 2019. Part 307 of the valid questionnaires were used for this final analysis. The collected data were used to perform frequency, factor, reliability, and multiple regression analyses using the SPSS statistical package. Results: Individual aspects of external variables, service aspects and system aspects have been shown to affect usefulness and perceived ease of use. Also, perceived ease-of-use and usefulness have effects on users' intention to accept technology. Conclusions: The perceived easement and perceived usefulness of Incheon International Airport has been shown to affect self-service users. Increasing the user's self-efficiency and increasing the user's expectations for benefits, convenience, rapid processing, and minimal effort will have a positive meaningful effect on the uitention of accepting the technology.