Obstacles to the Adoption of Self-Service Technology at Cairo International Airport

Abstract

Due to the advancement and proliferation of information and communication technologies in today's world, self-service technology (SST) applications have become increasingly prevalent. SST is a technology that enables users to produce a service independent of direct service employee involvement. As more and more airlines have introduced technology-based self-check-in services, it has become increasingly important to understand the factors affecting airline passengers' attitudes and intentions toward this new form of check-in services. Therefore, this study aims at investigating passengers' intention toward using check-in kiosks and exploring the obstacles to applying self-service check-in kiosks at Cairo International Airport. The field study is based on in-depth interviews with 20 Executive directors of Cairo International Airport, Station directors, employees of Egypt Air, and 30 passengers at Cairo International Airport. The results indicate that passengers are not commonly using Self-service check-in kiosks and had rejected the kiosks due to some obstacles. Finally, this study suggests that airlines should persuade passengers to acquire a more positive attitude toward the new check-in kiosks. Airlines also should implement incentive strategies to encourage passengers adopting the self-check-in service.

Factors Affecting Generation Z’s Intention to Use Self-Service Technology (Sst)

“…The research framework developed for this study is based on TAM and two additional constructs: need for interaction and technology anxiety, which are integrated into the model. These two additional constructs were viewed as obstacles rather than motivators that influence individual intention and acceptance of new technology (Khairat, 2014). Therefore, they were introduced in the study to explore the relationships and their impact on individual intention on using SST.…”