Journal of the Korean Society for Aviation and Aeronautics (한국항공운항학회지)

The Korean Society for Aviation and Aeronautics (한국항공운항학회)
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Passengers' Perception and Their Acceptance of Technology-Based Self Service at Check-In Counter in Airport after COVID-19 Pandemic - Including Mediating Effect of Innovation -

COVID-19 이후 체크인카운터 기술기반셀프서비스에 대한 항공여객의 인식과 수용성 연구 - 혁신성 매개효과를 포함하여 -

  • 서옥명 (대한항공 인천여객서비스지점) ;
  • 김기웅 (한국항공대학교 경영학과) ;
  • 전종덕 (한국교통대학교 비행훈련원)
  • Received : 2021.03.02
  • Accepted : 2021.05.03
  • Published : 2021.06.30
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Abstract

Before COVID-19 outbreak in 2019, it is the core value of airline's service to provide check-in service to passengers face to face. However, due to the global pandemic of COVID-19 outbreak, it is expected the airline service in the future would be dramatically changed from being contacted to being untacted with technology-based self service(TBSS). This paper analyzed the perception of passengers using self service technology and their acceptance. According to empirical analysis, it was found that the change of passengers' perception after COVID-19 has a significant positive effect on the innovation of TBSS. The innovation of TBSS(Effectiveness and certainty) had both significant positive effect on the passengers' acceptance on TBSS at airport. Among variables of TBSS, convenience rather than usefulness of TBSS had a significant positive effect on intention to use TBSS of passengers. It was proposed that airlines not only contribute to increase acceptance of TBSS but also inform and promote the prevention effect of TBSS and the importance of untact service to minimize congestion at check-in counter in airport.

Keywords

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